An important objective of Quality Improvement is to identify areas that need further training, so staff performance improves. The goal is for staff to successfully apply the concepts learned to future calls. But what happens when protocol performance still doesn’t meet expectations after multiple coaching sessions and training?
Tim Russow, Quality Assurance Specialist with Ada County Sheriff’s Office, discusses quality assurance and feedback in emergency dispatch, including why it’s important and how to improve it.
Public Safety Answering Point (PSAP) quality can have life-or-death implications. The quality of service provided by PSAPs is inconsistent due to the lack of mandatory standards of care at the national, state, and local levels. Public demands and duties placed on PSAPs have grown due to technological changes, civil cases alleging negligence, and the emergence of national recommended standards of care, yet governments at all levels have been slow to create governance structures to reinforce adherence to standards...
Isabel talks with Tony Guido, a program administrator for Priority Dispatch. They discuss the value of positive feedback, bridging the gap between communication centers and first responders, and tangible benefits of achieving ACE...
Isabel talks with Mike Taigman, Improvement Guide for FirstWatch. They discuss how data can be used to reduce human suffering, the benefits of listening to people who are resistant to change, and EMS Agenda 2050...