Evaluating the Effect of Proper Use of "Tell Me Exactly What Happened" on Chief Complaint Selection and Information Gathering at Emergency Police Dispatch
Steve Zenes, ENP, CMCP, Nancy Roller, Christopher Olola, PhD, Greg Scott, MBA, EMD-QI, Isabel Gardett, PhD, Paul Stiegler, MD, Richard E. Lindfors, NRP, EMD-Q
May 29, 2020|AEDR 2020 Vol. 8 Issue 1|Original Research
When evaluating the information provided by 911 callers, Emergency Police Dispatchers (EPDs) use scripted protocols to ensure that important details are not missed and that questions are not omitted. Specifically, at the beginning of the call, EPDs ask callers to "Tell me exactly what happened" (TMEWH). Since EPDs must select the correct Chief Complaint (CC) Protocol based on the caller's response, getting a complete response to TMEWH—and interpreting it correctly—is one of the most significant elements of an EPD's job. However, no studies have yet evaluated the use of TMEWH in gathering...