Operations Centre Reports
OpCen Reports Insight’s OpCen Reports highlight examples of outstanding responses to Triple Zero (000) calls by our dedicated staff at Operations Centres around the state. Southport
Emily Gordon Emily provided great support and reassurance to the caller, who was the mother of a disabled child with an apparent partial airway obstruction. Emily’s constant reassurance and clear instructions enabled her to keep the mother calm and focused on her child. This rapport helped Emily maintain control of the call when the partial obstruction became a complete obstruction with the patient subsequently arresting. Emily quickly recognised the complete obstruction selecting the ProQA ‘COMPLETE Obstruction (Conscious)’ fast track button and commencing Pre-Arrival Instructions (PAIs). During the CPR effort, the obstruction was dislodged, and the patient began breathing again. The crew arrived on scene and provided feedback that there was a positive patient outcome as a result of Emily’s actions.
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The crew advised that ‘the work of the EMD on the phone and the instructions provided have quite literally saved this patient’s life and he is expected to have a good outcome’. The crew wished to express their gratitude to the EMD for their efforts on this case.
Call Lesson This call highlights the crucial link EMDs play in the Chain of Survival. Triple Zero (000) call taking is not just about gathering information for responding crews. The instructions that our EMDs provide can literally mean the difference between life and death. Regular practice of the delivery of PAIs helps ensure confidence when navigating these cases in usually highly emotive circumstances. In this instance, Emily was literally the ‘first First Responder’.
Brisbane
Andrew Smith Newly signed off Brisbane student EMD Andrew Smith received a call from two young men needing assistance after running out of fuel and water in the Jimna forest. Andrew was able to obtain accurate GPS coordinates from his caller, and then utilise Google Maps to direct the men out of the forest to awaiting responders. Andrew demonstrated the skills of a veteran EMD in confirming battery life, acquiring alternate phone contacts, gathering geographical coordinates and landmarks, and thoroughly documenting notes for the Maroochydore dispatcher. When it became clear battery life was becoming an issue, Andrew, under the guidance of his OCS, instructed them to hang up and he would call back every 20 minutes to update their status. Andrew and the Brisbane OCS arranged for screenshots of the patients’ location
from Google Maps to be sent to the Maroochydore OCS by email to further assist with locating them. An hour and half later the patients were found safe and well as a result of Andrew and his OCS’s out of the box thinking.
Call Lesson Whether it relates to location information, patient condition or situations involving potential risk, the importance of accurate documentation cannot be understated. Dispatchers, OCSs, CDSs, responding crews and even allied services rely on the information provided by our call takers in their decision-making processes.
Maroochydore
Mark Steven Maroochydore Operations Centre Supervisor Mark Steven got to see how the other side live when a patient presented at the Operations Centre complaining of shortness of breath. Within two minutes of her arrival the patient arrested. Mark and CDS Simon Hansson sprang into action performing CPR. With the aid of a defibrillator they were able to get ROSC on the patient who was subsequently transported to hospital.
Autumn 2021
Lesson With the proximity of most Operations Centres to ambulance stations, there is always a chance that a patient may present at an Operations Centre needing assistance. Ensuring that all OpCen staff have currency in their clinical skills is essential. Just as practising the delivery of PAIs assists in confidently and competently instructing a caller, regular practice of clinical skills can assist in these unexpected events whether they be in the work context or in our home lives.
