How does an EMD respond to calls about ambiguous situations or vague symptoms?

An Emergency Medical Dispatcher (EMD) is trained to handle calls with ambiguous situations or vague symptoms by asking open-ended questions to clarify the emergency and gather necessary information. This approach allows the dispatcher to draw out detailed responses from the caller, helping to pinpoint the nature and severity of the emergency. By engaging the caller in conversation, the EMD can assess the situation more accurately, determine the appropriate response, and provide essential pre-arrival instructions.

Using open-ended questions is crucial in these scenarios because it encourages the caller to describe their situation more fully, rather than limiting their responses to simple yes or no answers. This method not only enhances the dispatcher’s understanding of the urgency and type of medical need but also helps to establish rapport and calm the caller, making it easier for them to provide the information needed for effective response.

Advising the caller to stay calm can be a part of the response, but it does not directly address the need for gathering more detailed information. Transferring the call to emergency services without obtaining sufficient information might lead to delays in appropriate care. Instructing the caller to hang up would also be unhelpful, as it prevents any further clarification and could leave urgent needs unmet.