EMD Quality Assurance and Improvement 3

Question 1

In a PDCA (Plan-Do-Check-Act) quality improvement cycle, what occurs during the 'Act' phase?

Accepted Answer

Changes are standardized or the cycle restarts based on evaluated outcomes

Answer

The Act phase institutionalizes successful changes or returns to the Plan phase if the intervention did not achieve the desired result.

Question 2

In EMD protocol compliance, 'zero tolerance' elements are best described as steps that:

Accepted Answer

Must never be omitted regardless of call circumstances

Answer

Zero tolerance steps — such as obtaining a callback number or sending pre-arrival instructions — are mandatory on every applicable call.

Question 3

Which feedback method is considered most effective for improving individual dispatcher performance in an EMD center?

Accepted Answer

Timely, specific, one-on-one coaching sessions using recordings of actual calls

Answer

Immediate, specific coaching tied to a real call provides actionable context that generic group feedback cannot replicate.

Question 4

In EMD QA, a dispatcher's 'compliance score' primarily measures:

Accepted Answer

The degree to which the dispatcher followed each required step of the approved protocol

Answer

Compliance scoring evaluates adherence to every required protocol element — key questions, instructions, and code selection.

Question 5

Why is tracking 'call processing time' a key metric in EMD quality assurance?

Accepted Answer

It measures operational efficiency and identifies delays that may adversely affect patient outcomes

Answer

Shorter call processing times — especially in life-threatening calls — directly correlate with faster EMS response and better patient survival rates.

(EMD) Emergency Medical Dispatch Practice Test