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Now that you have completed your studies of Chapter 5: Communications & Documentation here are a few key points to remember:

A.Communications systems allow you to relay information from one location to another when it is impossible to communicate face to face. Excellent communication skills are crucial during every phase of a call.

B.It is important for you to have a basic idea of how your department’s communications system works.

C.You must be familiar with two-way radio communications and have a working knowledge of mobile and hand-held portable radios. You must know when to use them and which types of information you can transmit.

D.Throughout the different phases of an EMS call, communication systems are used for different functions. The phases of an EMS call include dispatch, response to the scene, arrival at the scene, updating the responding EMS units, transferring care of the patient to other personnel, and postrun activities.

E.The protocols for communicating with others during each phase of an EMS call vary from one system to another. It is important that you learn and follow the standard procedures and protocols used by your department.

F.In addition to radio and oral communications, you must have excellent person-to-person communication skills. You should be able to effectively interact with the patient and any family members, friends, or bystanders.

G.People who are sick or injured may not understand what you are doing or saying. For this reason, your body language and attitude are very important in gaining the trust of both the patient and the family. You must also take special care of individuals such as children, geriatric patients, patients who are hard of hearing or deaf, patients who are visually impaired, non–English-speaking patients, patients with a developmental disability, and patients displaying disruptive behavior.

H.Along with your radio report and oral report, you must complete a formal written hand-off report that will be given to other EMS professionals at the scene. Documentation provides a legal record of the actions you took and offers a basis to evaluate the quality of care given. Remember that the call is not over until the paperwork is completed.