Q & A Time!!
Hello everyone and welcome to the first
installment of “Q & A Time”!
I am often times e-mailed or called with
very good questions and have decided to share these with everyone. If I have learned nothing else in all of the
years in
So here goes……
“Q”
This morning a (call taker) took a call from an
individual reporting that his son had passed away during the night. The caller
offered to the (call taker) that he had first called the mortuary, and they
told him to call us. He then told the (call taker) that his son suffered from
several different medical issues. Given this information, the (call taker)
asked if the death was expected. Is it appropriate to ask this question given
the circumstances, or would this be an inappropriate deviation from the
protocol?
“A”
This can be
tough. The way in which the protocol is designed however, allows for a
smooth transition from interrogation right into instructions. Once the
(call taker) starts down the DLS pathway for PAI’s, a
caller can/will interject that they are not going to do this for a variety of
reasons. The only time we do not start down the instructions pathway is
when the circumstances fit our “obvious death” policy. We can not verify
a “do not resuscitate” order, hospice patient situation or anything else.
The problem could be a homicide, suicide, auto erotic asphyxiation or any thing
else the caller may be trying to be less than honest about. It is standard
practice, unless it is obvious death, to go through with instructions until you
get a refusal. Once the caller refuses, encourage once, (i.e., “come on,
we can do this together”) once they refuse again, simply tell them that you
respect there decision and help is on the way. I hope this explains your
question. If not, or if you would like further clarification, do not
hesitate to call me. 785-1971 (office) or 205-6438 (cell) Thanks for the opportunity to clarify a common and
uncomfortable type of call.
Jeff Craig
El Paso Teller
County E-911
QA Analyst~Trainer