EMD Test QUESTIONS AND ANSWERS

Effective quality improvement is: - Answer- A continuous process designed to improve human performance through measurement, feedback, and education To recertify as an IAED emergency dispatcher (one disapline), you must verify completion of at least ____ hours of approved CDE during the recertification process - Answer- 24 The motto of any quality improvement effort should be: - Answer- "Let's catch them doing it right!" Individual feedback should always be provided in private. Composite feedback (for the agency and for each shift) should be posted for everyone to see - Answer- True Continuing dispatch education should be part of any quality improvement - Answer- True List seven protocol components evaluated in case review: - Answer- a. case entry b. chief complain selection c. key question d. dispatch life support questions e. diagnostic and instruction tools f. final coding g. customer service ANI/AlI information should always be verified to ensure accuracy - Answer- True when calling for help, the caller may hear more ring tines than the calltaker does - Answer- True in effective telecommunication, volume is generally more important than rate - Answer- False when working with a caller with mental illness who is suffering from hallucinations or delusions, you should: - Answer- Inform the caller that you see things differently and acknowledge the fact that people have the right to see things their own way _______ allows speech-and hearing-impaired callers communicate with call takers by signing their message to an interpreter - Answer- Video relay Studies show that ECCS for most emergency callers in between: - Answer- 1 and 2 The "hysteria threshold" refers to: - Answer- The point at which a caller loses control over her/his action and emotions When using the repetitive p