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Scripting

Introduction

Hi, My name is ____. I'm the Paramedic Specialist / Triage Paramedic with BC Ambulance. Were you the one that called 9-1-1? Were you calling about yourself or someone else? I'm calling you back to ask you some more questions and get you the best help for your concern -to make sure we are sending out the right resources to you. I do want to let you know this call is recorded for quality assurance and audit purposes.

Can you tell me what's going on?

Video Call

I would like to perform a video consultation to better assess you using a new platform which helps me make sure you get the best care possible. If you consent to this video consultation, I will text you a link to join a video call with me to discuss your symptoms. This call will be recorded the same way our phone call is for quality assurance purposes. If anyone else is with you, please let them know we will be speaking by video. Do you consent to this video consultation?

Exit Script

Clinician is required to stay on the line with caller in the following situations:

  • Any upgrade to PURPLE

  • SOB upgrade to RED

  • Multiple fainting episodes w/only 1st party caller present

Staying on line

Help is on the way. I’ll stay on the line with you as long as I can. If anything changes, just let me know. Tell me when the Paramedics get there.

FTF NOW

Help is on the way. If your symptoms persist, change, get worse or cause you any concern, call us back at 9-1-1 right away.

FTF SOON

We are sending an ambulance as soon as one becomes available. If your symptoms persist, change, get worse or cause you any concern, call us back at 9-1-1 right away.

FTF LATER

Based on the information we have discussed. I recommend you see a doctor for further assessment. Are you able to see your doctor in the next ____ hours? How about a doctor at the walk-in-clinic? nearest ED? If your symptoms persist, change, get worse or cause you any concern, call us back at 9-1-1 right away.