MPDS EXAM SCRIPT UPDATED QUESTIONS AND ANSWERS
GRADED A+
✔✔Name some techniques for a child caller - ✔✔1. Ask to speak to an adult (if child
unable to answer questions(
2. Go to child's level
3. Determine correct address
4. Determine callback nnumber
5. Tell child to stay on phone.
✔✔Repetitive Persistance - ✔✔Explaining an action and reason
✔✔What is Hysteria Threshold? - ✔✔The point at which a caller loses control
✔✔Strategies for Caller Management - ✔✔be mentally prepared, accept all calls,
remain objective, answer all calls promptly, assure callers, explain what is happening,
use callers name, remain confidentiality, active listening, provide alternatives,
appropriate language
✔✔Strategies for dealing with an elderly caller - ✔✔More processing time, shorter
sentences, lower voice, verify often
✔✔Strategies for dealing with mental illness - ✔✔Concern and respect, assume they're
reporting a real emergency
✔✔Strategies for dealing with foreign language - ✔✔Do they know enough English?
Foreign language interpretive support, initial response.
✔✔How would you provide emotional support? - ✔✔Hysteria Threshold, assurance,
active listening, being empathetic, relief action (where they are overcome), watch for a
re-freak
✔✔What is repetitive resistance? - ✔✔Repeating an instruction over an over
✔✔What are some strategies to minimise gaps? - ✔✔Compliance to protocol, telling
caller what you're doing and how, focus on callers message, acknowledging callers
emotion, use calming techniques
✔✔Four essential elements of negligence - ✔✔Duty, breach of duty, injury & damage,
causation.
✔✔What are the danger zones in call-taking? - ✔✔Failure to verify, failure to follow
protocols, delayed response, confidentiality, attitude problems, misinterpretation
, ✔✔What are the main objectives of Quality Improvement? - ✔✔Continuous process
designed to improve human performance through measurement, feedback and
education
✔✔What information is gathered at Case Entry? - ✔✔town or suburb, exact address,
phone number, caller party chief complaint, number of patients, age, Status of
Consciousness, status of breathing
✔✔What situations give an echo response? - ✔✔Obviously not breathing AND
unconscious; hanging, strangulation & suffocation; underwater (domestic rescue);
underwater (specialised rescue); person on fire
✔✔Explain difference between uncertain and unknown breathing. - ✔✔Uncertain is
from 2nd party. They are unsure. Unknown is from 3-4th party and can't be verified.
✔✔How do you prioritise chief protocols? - ✔✔Safety, mechanism of injury, medical
based on foremost symptom with priority symptoms taking precedence (abnormal
breathing, level of consciousness, chest pain, SERIOUS bleeding)
✔✔Name the Diagnostic & Instruction Tools - ✔✔Determining agonal breathing, aspirin
diagnostic, test for taking pulse, stroke diagnostic, compression/contractions/chemical in
ProQA
✔✔Name some signs of obvious death (incompatible with life) - ✔✔cold and stiff in
warm environment, decapitated, decomposition, incineration, non-recent death, severe
injuries
✔✔What are pre arrival instructions (PAI)? - ✔✔Care and instructions for life
threatening situations
✔✔What are the parts that go into a Determinant code? - ✔✔Protocol - determinant
level - descriptor - suffix
✔✔What does wording blue in colour mean? - ✔✔Instructions just for you. Not to be
read aloud.
✔✔When is it okay to leave a question? - ✔✔When it has already been offered, when
the answer is obvious
✔✔What does it mean to reconfigure - ✔✔When you need to change a response to
something else to get a new determinant.
✔✔Before an ambulance arrives what could happen to a patient? - ✔✔They get worse,
they get better or they stay the same.
GRADED A+
✔✔Name some techniques for a child caller - ✔✔1. Ask to speak to an adult (if child
unable to answer questions(
2. Go to child's level
3. Determine correct address
4. Determine callback nnumber
5. Tell child to stay on phone.
✔✔Repetitive Persistance - ✔✔Explaining an action and reason
✔✔What is Hysteria Threshold? - ✔✔The point at which a caller loses control
✔✔Strategies for Caller Management - ✔✔be mentally prepared, accept all calls,
remain objective, answer all calls promptly, assure callers, explain what is happening,
use callers name, remain confidentiality, active listening, provide alternatives,
appropriate language
✔✔Strategies for dealing with an elderly caller - ✔✔More processing time, shorter
sentences, lower voice, verify often
✔✔Strategies for dealing with mental illness - ✔✔Concern and respect, assume they're
reporting a real emergency
✔✔Strategies for dealing with foreign language - ✔✔Do they know enough English?
Foreign language interpretive support, initial response.
✔✔How would you provide emotional support? - ✔✔Hysteria Threshold, assurance,
active listening, being empathetic, relief action (where they are overcome), watch for a
re-freak
✔✔What is repetitive resistance? - ✔✔Repeating an instruction over an over
✔✔What are some strategies to minimise gaps? - ✔✔Compliance to protocol, telling
caller what you're doing and how, focus on callers message, acknowledging callers
emotion, use calming techniques
✔✔Four essential elements of negligence - ✔✔Duty, breach of duty, injury & damage,
causation.
✔✔What are the danger zones in call-taking? - ✔✔Failure to verify, failure to follow
protocols, delayed response, confidentiality, attitude problems, misinterpretation
, ✔✔What are the main objectives of Quality Improvement? - ✔✔Continuous process
designed to improve human performance through measurement, feedback and
education
✔✔What information is gathered at Case Entry? - ✔✔town or suburb, exact address,
phone number, caller party chief complaint, number of patients, age, Status of
Consciousness, status of breathing
✔✔What situations give an echo response? - ✔✔Obviously not breathing AND
unconscious; hanging, strangulation & suffocation; underwater (domestic rescue);
underwater (specialised rescue); person on fire
✔✔Explain difference between uncertain and unknown breathing. - ✔✔Uncertain is
from 2nd party. They are unsure. Unknown is from 3-4th party and can't be verified.
✔✔How do you prioritise chief protocols? - ✔✔Safety, mechanism of injury, medical
based on foremost symptom with priority symptoms taking precedence (abnormal
breathing, level of consciousness, chest pain, SERIOUS bleeding)
✔✔Name the Diagnostic & Instruction Tools - ✔✔Determining agonal breathing, aspirin
diagnostic, test for taking pulse, stroke diagnostic, compression/contractions/chemical in
ProQA
✔✔Name some signs of obvious death (incompatible with life) - ✔✔cold and stiff in
warm environment, decapitated, decomposition, incineration, non-recent death, severe
injuries
✔✔What are pre arrival instructions (PAI)? - ✔✔Care and instructions for life
threatening situations
✔✔What are the parts that go into a Determinant code? - ✔✔Protocol - determinant
level - descriptor - suffix
✔✔What does wording blue in colour mean? - ✔✔Instructions just for you. Not to be
read aloud.
✔✔When is it okay to leave a question? - ✔✔When it has already been offered, when
the answer is obvious
✔✔What does it mean to reconfigure - ✔✔When you need to change a response to
something else to get a new determinant.
✔✔Before an ambulance arrives what could happen to a patient? - ✔✔They get worse,
they get better or they stay the same.
