COVID-19: What About Dispatch and Communications?

Much is being written about direct EMS patient care in light of the current COVID pandemic. But all aspects of emergency operations are feeling the repercussions, requiring evidence-based preventive measures to reduce the impact on operations and personnel.

Northwell Health Center for Emergency Medical Services (CEMS) is the largest hospital-based ambulance service in the New York Metropolitan area, and is one of the largest in the United States. Covering more than 1,800 square miles throughout the five boroughs and Long Island, our EMTs and paramedics pride themselves on delivering the best possible care to more than 120,000 patients each year.

Like EMS systems across the country and globe, we are currently facing unprecedented circumstances. In these times of uncertainty, the best tool we have is communication with our fellow agencies, experts and researchers. In the interest of sharing our infection control and patient care protocol with those who might learn from it, here are some measures we have instituted in response to the COVID-19 pandemic at the time of this writing, particularly as it relates to 9-1-1 and communication centers.

We have instituted a protocol that all 9-1-1 and medical communication centers can implement to reduce potential quarantine of staff in the event an unknown infected individual works. If an infected individual works, many in contact will be placed on mandatory quarantine. This could take out an entire platoon or multiple platoons, thus impacting your ability to operate.

At Northwell Health, our understanding is that if you follow these evidence-based guidelines, you would only quarantine the sick employee. All others are low-risk exposures, requiring self monitoring but not quarantine.

Other procedures include:

• Limit ingress and egress through one checkpoint;
• Implement temperature checks and completion of an EIDS screening questionnaire at shift start (just like the airports). Failed screens are referred to employee health procedures;
• Mandate the use of procedural masks for all personnel. Masks must be worn throughout the shift. Issue one per person per shift to conserve;
• Lock down all PPE;
• Implement social distancing of 6 feet for work, breaks, and meals;
• Eliminate all face-to-face meetings;
• Decompress staff density—Work from home whenever possible; and
• Log all building entries and make seating charts for contact tracing.

We continue to read and react to evolving news and the strategies others have adopted as the outbreak unfolds. Northwell Health will consistently revise these procedures in light of new developments. Leave comments and feedback in the comments below.