Unit 1: Dispatch Information (Patient Assessment)

Dispatch Information

The dispatch process begins when you dial $911$. A dispatcher answers at the police/fire/ambulance hub and directs ambulance calls to the ambulance dispatch center, where a call taker collects essential details. The call taker asks location, the nature of the injury or illness, patient status (conscious, breathing, bleeding), and context such as mechanism of injury. They also collect patient age and gender, the caller’s identity, a callback number, and may provide first aid instructions (for example, CPR guidance). The callback number helps verify the correct location if the crew cannot confirm it on arrival. While gathering details, the call taker relays information to the dispatcher, who uses maps to identify the closest ambulance and forwards the data to the responding crew. The crew receives the following: the call priority (Code $1$–$5$), geocode (map location, e.g., $6104820$), the nature of the call, patient age and gender, a run number (a $6$-digit number that links to the patient care report), any allied services attending, and the dispatch time.

Code priorities include Code $1$ (deferrable), Code $2$ (scheduled transfer), Code $3$ (emergency but not life-threatening), Code $4$ (potentially life-threatening), Code $5$ (deceased), Code $8$ (standby), and Code $9$ (out of service). For hospital handover, CTAS priorities are used, ranging from CTAS $1$ to CTAS $5$, with CTAS $1$ indicating the highest acuity (resuscitation). CTAS details beyond this course are covered in the legal module. An example dispatch might read: “dispatching Code $4$ to 543 Unicorn Crescent, geocode $6104820$; unconscious male, unknown age, involved in an assault; PD will accompany; run number $XXXXXX$; dispatch time $HH:MM$.”

En Route to the Call

En route, review the dispatch details to anticipate scene hazards, determine whether you expect one or multiple patients, and decide which equipment and units may be required. Consider whether additional units are needed or if other services (e.g., advanced care paramedics or air ambulance $799$) should be summoned. Decide on the destination hospital in advance based on proximity, acuity, and patient needs.

Arrival at the Scene and Scene Safety

On arrival, distinguish whether the call is a trauma or a medical incident and assess the scene for safety. The safety priority is to protect yourself, your partner, the ambulance, and the patient. Identify potential hazards and plan mitigation before approaching.

The Three Cs of Scene Control

Control the scene through three core traits: Competence, Confidence, and Compassion. Competence includes a neat, professional appearance, having the right equipment, and performing a mental checklist before entering the scene to avoid delays. Convey competence with clear, decisive directions, eye contact, and a confident, assertive voice. Make quick, definitive decisions and stick with them unless they are truly inappropriate. Compassion involves respecting the patient and family, addressing the patient by name when possible (or using Sir/Ma’am), getting to eye level, using a softer voice, practicing active listening (repeating back what the patient says), and offering reassurance without falsely promising outcomes.

Scene Management and Hazards During a Call

Common hazards encountered include motor vehicle collisions (MVCs), domestic disputes, working fires, unconscious overdose, and drownings. Anticipate these scenarios and plan hazard mitigation and scene control accordingly, keeping safety as the top priority.

Call Timeline and Handover

The sequence of a typical call is: dispatch receives the call, call taker collects details, dispatcher assigns the closest unit, the crew en route, arrive on scene and perform a primary survey and patient management, depart to the hospital, hand over care to hospital staff, and return to base for the next call. This module concludes with preparation for module 2, Primary Assessment.

Summary

Patient assessment is the cornerstone of paramedicine, combining scene observation, physical assessment, vital signs, and a differential diagnosis. Dispatch information drives rapid, prioritized response and ensures proper handover and continuity of care throughout the call.