EMD Test 100% Correctly Solved

EMD Test 100% Correctly Solved 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 persistence technique, the caller should repeat a statement verbatim using a firm but caring tone. The statement should include: - Answer- An action and a reason for this action Silent "gaps" during a call can elevate caller anxiety - Answer- True List five techniques for working with child callers: - Answer- a. ask to speak to an adult when necessary b. get to the child's level c. determine the correct address d. determine the correct callback number e. tell the child to stay on the line List three questions you should ask yourself when working with foreign-language callers: - Answer- a. does the caller know enough of my language to communicate b. how do I obtain foreign-language support