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LAFD 911 Overhaul

 
LAFD 911 Overhaul

LOS ANGELES (CNS) - The Los Angeles Fire Department is launching a  sweeping overhaul of 911 call-handling procedures that officials say now  contribute to delays in getting rescuers to victims in life-threatening medical  emergencies, it was reported today.

By early next year, the agency expects its dispatchers to be using new,  streamlined scripted questions that will help get LAFD ambulances en route  seconds, even minutes, faster during cases of cardiac arrest and other time- critical emergencies, the Los Angeles Times reported.

The changes follow a barrage of criticism of the department's 911  response system, including what experts say are sometimes lengthy and confusing  pre-written questions that panicked callers must answer before dispatchers can  get help on the way.

``We have to focus on what really matters and get resources rolling with  minimal delay," Fire Department Medical Director Marc Eckstein, an emergency  room physician who is overseeing the reform effort, told The Times.

In 2012, a Times investigation found the LAFD call center fell far short  of a national standard that rescue units be alerted within one minute on 9  percent of 911 calls. The analysis also found the average call processing time  for medical emergencies, which account for the vast majority of responses,  increased significantly between 2007 and 2012. Key findings of the analysis  were later confirmed by city auditors and a Fire Department task force.

Eckstein said the current system has ``gotten overly complex" and  requires dispatchers to funnel medical emergencies into one of hundreds of  different categories, including more than 30 different types of strokes. The  new program being created by department staff will have fewer questions and  allow more flexibility to get rescue units moving as details are being gathered  from 911 callers, Eckstein told The Times.

Some dispatchers complain the scripted questions, instituted more than  two decades ago after dispatchers mistakenly diagnosed a dying Chatsworth  mother and refused to send help, are wasting precious time.

``We ask a lot of questions that end up going nowhere, providing us with  nothing and really upsetting people and delaying a response," veteran LAFD  dispatcher Robert Ashley told The Times.

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