Emergency medical service patients are often in the midst of a crisis. Most commonly, we associate an EMS dispatch with a physical ailment, but it has become increasingly clear that many EMS calls also necessitate response to emotional and social crises. Mental health crises, in fact, are a common incident encountered by EMS professionals. While EMS providers can provide basic care, a gap exists in the training and knowledge offered to first responders. A new study exploring this topic aims to identify the social needs that commonly face EMS patients.
The study in question is in progress, and results are forthcoming. Regardless of what needs an EMS patient may have, though, there are several key social skills that an EMS can use in the face of a social crisis.
Be a Positive Influence in the Face of Crisis
The first essential skill that all EMS professionals should possess is the ability to be a positive influence in the face of a crisis. EMS patients may be distraught or even combative, but it is the responsibility of an EMS responder to make the situation better instead of worse. This can be accomplished using a few key strategies:
- Offer words of encouragement, if appropriate
- Do not respond to patients who are combative
- Offer conversation if it alleviates tension
Integrating these strategies into care can help EMS providers be a positive influence on whatever situation they may encounter.
Communicate with Clarity and Respect
A huge part of being a positive influence is assuming responsibility for clear and respectful communication. No matter how an EMS patient may be interacting with a provider, it is that provider’s duty to remain calm, especially when they are communicating regarding the patient’s care. Communicating with clarity means offering specific and simple interactions that let a patient know what is happening. Communicating with respect means offering that information in a tone that is positive or neutral. Maintaining these principles will minimize many incidents of conflict.
De-Escalate Conflicts and Minimize Conflict
De-escalating conflict, in fact, is another key social skill that an EMS provider should possess. Any person who is in the midst of a crisis is liable to lash out against the people around them, even if those people are trying to help. It is essential that an EMS be versed in conflict resolution strategies such as the following:
- Avoid invitations to escalate
- Agree to compromise
- Be accommodating of their needs
- Do not take anything personally
EMS professionals have one of the hardest jobs in the world. It’s difficult to provide emergency care and deal with people who are often panicked at best. Mastering these skills can help every EMS respond effectively to the social needs of their patients and minimize conflict in the process.
About Provident Insurance Programs
With roots dating back to 1902, Provident Insurance Programs is a program administrator that serves paid and volunteer firefighters in addition to emergency medical responders with numerous custom-tailored insurance programs. We’ve also extended our expertise and experience to offer benefit plans and coverages to participant groups as well as Transportation Benefits. We are committed to continuing to provide superior customer service, and would be happy to speak with you to provide further information. Give us a call today at (855) 201-8880 to speak with one of our representatives.