EMD Training and Protocol Systems 3 — Questions and Answers
Question 1: What is the primary purpose of the case review (QA/QI) process in a certified EMD center?
- To discipline dispatchers for errors
- To identify training needs and ensure protocol compliance (Correct answer)
- To reduce the number of calls received
- To satisfy staffing requirements
Correct answer: To identify training needs and ensure protocol compliance
QA/QI case review is a constructive process aimed at improving performance and ensuring consistent protocol compliance.
Question 2: According to NAED Accredited Center of Excellence (ACE) standards, what is the minimum percentage of calls that should be reviewed for quality assurance each month?
- 2%
- 5% (Correct answer)
- 10%
- 25%
Correct answer: 5%
ACE standards require that at least 5% of all calls be reviewed monthly to maintain accreditation status.
Question 3: What does a Protocol Compliance Score measure in an EMD quality assurance review?
- The dispatcher's average call-handling time
- The degree to which a dispatcher followed MPDS steps correctly on a reviewed call (Correct answer)
- The number of ambulances dispatched per shift
- Caller satisfaction with the dispatcher
Correct answer: The degree to which a dispatcher followed MPDS steps correctly on a reviewed call
A Protocol Compliance Score quantifies how accurately the dispatcher adhered to each required step in the MPDS during a specific call.
Question 4: What is a 'sentinel event' in the context of EMD quality review?
- A routine random call selected for monthly review
- An unexpected serious outcome that triggers mandatory case review (Correct answer)
- A call where the dispatcher exceeded handling time limits
- A call that required more than one unit to respond
Correct answer: An unexpected serious outcome that triggers mandatory case review
A sentinel event is an unanticipated serious adverse outcome that triggers immediate in-depth case review to identify protocol failures.
Question 5: Which tool does NAED provide to help centers score call compliance during QA review?
- CAD System Audit Log
- AQUA (Automatic Quality Assurance) (Correct answer)
- MPDS Case Entry Evaluator
- Dispatch Compliance Tracker
Correct answer: AQUA (Automatic Quality Assurance)
AQUA is NAED's web-based quality assurance platform that centers use to score, track, and report protocol compliance data.
Question 6: How should a QA reviewer handle a call where the dispatcher deviated from protocol due to an unusual and unanticipated caller situation?
- Always score the deviation as a failure
- Document the deviation and escalate to dispatch leadership for protocol review (Correct answer)
- Ignore the deviation since the outcome was good
- Immediately suspend the dispatcher pending investigation
Correct answer: Document the deviation and escalate to dispatch leadership for protocol review
Unusual deviations should be documented and reviewed by leadership to determine if protocol updates are needed rather than simply scored as failures.
Question 7: What is the main distinction between Quality Assurance (QA) and Quality Improvement (QI) in EMD?
- QA measures performance while QI implements changes based on those findings (Correct answer)
- QA is done by supervisors while QI is done by dispatchers
- QA applies to medical calls only while QI applies to all calls
- QA is required by law while QI is optional
Correct answer: QA measures performance while QI implements changes based on those findings
QA identifies and measures compliance gaps, while QI is the active process of implementing systemic changes to improve those gaps.
EMD Training and Protocol Systems 3
What is the primary purpose of the case review (QA/QI) process in a certified EMD center?