Total System Solutions Data Sheet

Q: How do you create solutions for emergency dispatch?

A: We provide an emergency question/response instruction and triage system. The Priority Dispatch System (PDS) is a standardized, universal, scripted protocol for medical, fire, and police.

Q: Why a protocol? We already have paper procedures and verbal training about what questions to ask.

A: Protocols ensure that the calltaker/dispatcher gets the appropriate response resources to a caller quicker and more efficiently. Protocols are also highly beneficial during high-acuity, low frequency calls, such as cardiac arrest, breathing problems, and active assailant (shooter).

The Priority Dispatch System guarantees that the right question and over-the-phone instructions are always given when the calltaker/dispatcher follows the protocol. Nothing is left to chance or memory. The protocols are always in front of your dispatchers, and provide the very best assurance that:

  1. The calltaker/dispatcher asks the appropriate questions on every call
  2. The caller/victim gets the same high quality of care and response each and every time
  3. Citizens are getting the best emergency dispatch service 24/7
  4. You have control of what is happening with every call in your communication center

Q: How does this “system” work?

A: The Priority Dispatch System can be broken down into 4 basic components:

  1. Case Entry — Basic information about the case (address of the emergency, phone number, what is happening on-scene, etc.)
  2. Key Questions — Systemized interrogation questions specific to the patient’s/victim’s chief complaint.
  3. Pre-Arrival Instructions (PAIs) — Scripted instructions given by trained emergency dispatchers that help provide necessary assistance to the victim and control of the situation prior to the arrival of field personnel.
  4. Post-Dispatch Instructions (PDIs) — Scripted instructions given by the calltaker/dispatcher to the caller/patient/victim that address the specific chief complaint until responders arrive on-scene.
  5. Case Exit — Once the case’s Determinant Code is dispatched to responders, the calltaker either disconnects or stays on line with caller depending on the circumstances of the case.

Q: How can I know that the Priority Dispatch System is reliable? What is the science, research, and statistics behind it?

A: You can be secure knowing that protocols contain the most current information because they evolve over time.

The International Academies of Emergency Dispatch (IAED), a standard-setting, research-based nonprofit organization, oversees the creation, development, and updates to the emergency protocol disciplines (Medical, Fire, Police, and Emergency Communication Nurse System). It also provides the curriculum and standards for calltaker/dispatcher certification in each of the protocols.

More than 56,000 certified emergency communications professionals use the Priority Dispatch System in more than 3,000 communication centers in 45 countries, 21 languages, and 16 dialects. In total, the PDS system protects and serves more than 80 million people annually worldwide.

Q: Will the Priority Dispatch System help my agency with liability issues?

A: The short answer is yes. The International Academies of Emergency Dispatch (IAED) advocates a single defensible protocol that becomes the unifying standard under which all professional emergency dispatch is practiced.

And while there is enormous liability risk in public service, the protocols have never been brought to court. Protocols reduce liability risk and increase:

• Safety (of patients, victims, callers, bystanders, and responders)
• System response
• Quality of patient care
• Information for responders

Q: How do I implement the PDS in my communication center?

A: The Priority Dispatch System (PDS) is more than the protocols. It’s the premier calltaking protocol and triage system in the world for communication centers, utilizing Priority Dispatch Corp.’s (PDC) ProQA, the world’s leading calltaking software.

The Priority Dispatch System includes the implementation of an entire system that provides: quality management, calltaker and management training, certification courses, oversight committees, deployment, and analysis and audits of the system’s performance. Professional Priority Dispatch System representatives with a wealth of emergency dispatch experience and expertise assist guide you in-person through the implementation process.

Dispatchers are individually certified by the International Academies of Emergency Dispatch (IAED) as Emergency Medical Dispatchers (EMDs); Emergency Fire Dispatchers (EFDs); and/or Emergency Police Dispatchers (EPDs) after completing certification training in the use of the Priority Dispatch System. After successful completion of a certification course(s), each calltaker/dispatcher is trained in the use of ProQA by a PDC-certified software instructor.

Q: What is my next step to use the Priority Dispatch System in my communication center?

A: Contact one of our regional account representatives at 800-363-9127 or by email at salesandassociates@prioritydispatch.net to schedule an initial consultation.