Over the last couple of weeks, changes have been made at Nee Naw Control. The first of these is that they are knocking down some walls and then renaming it from Central Ambulance Control to Emergency Operations Centre. I think they realised working in a building that had an acronym that was phonetically “cack” was no good for moral. It doesn’t affect me anyway, as I only call it Nee Naw Control.
Secondly, there has been a trial going on about a new way of taking details. Usually, we ask the caller for the address first. This is because once we have the address, the call goes up to dispatch and can be sent to an ambulance. Without a full address, nothing can be sent, however urgent the problem. However, callers never want to give the address first, and often the initial exchange of “Can I tell you what’s happened?” “No! Address first!” sets the scene for the call turning into a battle of wills. So we’ve given in, and in the new trial we ask what is wrong before getting the address, and rely more upon the information passed to us electronically by the telephone exchange (the full address of most landline phones appears on our screens) rather than getting the patient to repeat it back twice. I did a shift working this way last week, and what a difference it made! A couple of seconds were lost at the beginning of the call, and it was a bit awkward moving around the screen entering information in the wrong order, but the callers seemed so much calmer and happier with the way the call was handled, and happy callers make happy call takers.
There were a couple of small hitches in that the new question “What’s the problem?” tends to elicit a long response like “Could you please send an ambulance to my mother, she’s 79, she lives at 6 The Avenue, Bromley, she’s a heart patient and she’s got chest pain and difficulty in breathing and her GP, Dr Myers, said I should call an ambulance and have her taken to Lewisham Hospital, where she sees Dr Humphreys…” and extracting the relevant information makes my head hurt. And of course, all those people who wanted to tell me what the problem was when I asked for the address now want to give me the address when I ask what the problem is…
Less popular is the new rule of No Books or Magazines in the control room. This really hits hard on nightshifts during the week, when there is usually a lul in call rate between 2am and 8am, and a book is an excellent aid in not dozing off in the 5-10 minute gap between calls. (The rest of the time we are too busy for it to matter). But now they are strictly forbidden as they are distracting and make the place look untidy. All we are allowed to read is work related material, and believe me, Ambulance Today got a bit dull after my third read of it. Nee Naw Staff, however, are ingenious creatures, and the following are amongst the games I have seen people playing as an alternative:
October 25th, 2005 at 9:31 pm
I once played Hangman while circulating a surgery, with the scrub nurse. The (much disliked and not well regarded) surgeon was excruciatingly slow, not much for us to do, we both knew the signs for the alphabet, and played several games without the surgeon realizing what we were doing on the count whiteboard.
October 25th, 2005 at 10:23 pm
The games sound fun, actually.
Perhaps you could sneak mags in by using covers only of work related magazines? For example- hide a copy of Hello behind a cover of Ambulance Control Today. Extra covers of allowed mags could be kept in the break room/cafeteria/empty locker. Whichever is handiest/easiest to hide from those in charge.
We used to do this quite often in school & always worked like a charm.
October 25th, 2005 at 10:39 pm
Sounds like you should keep quiet. You don’t want them deciding they can do as well with fewer of you!
October 25th, 2005 at 10:40 pm
i do the same as amanda. and found it works a treat until another member of the team picked up the computer mag to read and found out it was a landrover monthy. now we both do it and the rest of the staff have not a clue.
just be carefull of where you leave a hidden mag
October 26th, 2005 at 2:15 am
now i know why you lot sound so bored up there lately!! the games sound fun tho, a bit like us VCS playing the ‘will they walk’ game…. say we get ‘head pains for 3minutes’ we can generally deduce that the pat.will state they cant walk after 2secs of arriving on scene, or we give pts an AL score (artistic lisence) for their general acting/drama abilities….. oh what japes!!
)
cant get to grips with calling it EOC, will always be CAC to me (and yes, always said phonetically
October 26th, 2005 at 3:26 am
We’ve had an EMDC [Emergency Medical Despatch Centre] for as long as I remember (admittedly not very long!). The theory is that they don’t really have much ‘control’ over what the crews on the ground are doing!
October 26th, 2005 at 5:28 am
You don’t want them deciding they can do as well with fewer of you!
They could do as well with fewer of us on nightshifts, but I guess they keep the room full in case there’s a major incident or something. On dayshifts they could do with more of us!
As for removing the covers of Ambulance Today, yes, that idea has been bandied around, but y’know, that would be dishonest, and it’s far more fun to make up your own games.
October 26th, 2005 at 7:54 am
I must have a good watch coz the no book rule hasn’t been enforced yet!! Love the Bingo idea - will introduce that on my next night shift. We spend a lot of time playing “if you could be a ???, what would you be?” Started off easy with things such as superheros and then got obscure with things like what type of cheese would you be. You had to give a reason for each answer. Paper aeroplanes are always fun aswell.
And if all else fails then the chairs are quite fun to play with for 5 minutes - or changing someone elses chairs settings when they are on break!!
October 26th, 2005 at 8:59 am
And of course, all those people who wanted to tell me what the problem was when I asked for the address now want to give me the address when I ask what the problem is…
The more it changes the more it stays the same.
I vote for the bingo.
October 26th, 2005 at 9:55 am
I suppose the problem is that the person calling has rehearsed in their head all the things they want to tell you - they want to make sure you get all the information they think is relevant.
If you can’t get it out of your head immediately it can get in the way of thinking about what you’ve just asked them.*
Maybe a better idea is to write off the first 10 seconds of a call - let them talk for a bit, whilst you pick out one piece of information that’s relavant. Then you can ask the questions…
This would, however, involve you using your initiative. I can’t see any management-type liking that
*Once, calling the police at 4am after I was woken by screaming from a flat on a road around the corner, they asked me almost immediately to spell the road name - Corona Road. I was more worried that this woman was dying, and at 4am, groggy with sleep, I couldn’t spell my own name. I ended up going C R O R… err, sod it, like the soft drink to the great amusement of the call taker. (Woman was OK - off her meds and a little paranoid in the night).
October 26th, 2005 at 10:44 am
The bingo is a good idea, I’ve played a variant of it in meetings. We use words that aren’t generally used in conversation like tuppence, mimsy, or even once lady garden. Only difficulty is trying to keep a straight face whilst using the words or realising that other people are using theirs!
October 26th, 2005 at 11:50 am
I really don’t understand the logic behind taking magazines off you - what do the powers that be think is happening?
“Nee Naw Control, hang on while I finish the chapter”
*scratches head*
October 26th, 2005 at 12:18 pm
We used to like the ‘how many units of alcohol would it take to…’ I’ll let you guess the rest. As I worked in theatres we also brought various anaesthetic drugs into the equation for really rank looking folk! For others it was a mere sniff of the cork of a decent Sauvignon Blanc!
October 26th, 2005 at 12:26 pm
When I worked in the EMDC (Fancy new name for Scottish CAC) we used to play games on the night shift too, there was one game called “Stop the bus” where you would write the name of a person in CAC and then pass it on and someone else would write an action and pass it on, all the time these would be covered over as you would fold the paper onto itself. This would go on until you got to the end of the list of things to do, usually 1= name, 2= action, 3= place, 4= with second person, 5= wearing clothing etc you would normally do 10 things. This made for some interesting reading when you had finished. We also played the guess the illness / complaint and also had to come up with songs which could be used for specific complaints if you were putting a patient / calller on hold…
October 27th, 2005 at 9:05 am
ScotsMedicMan: Cutting Crew’s “I just died in your arms” comes to mind…
October 27th, 2005 at 12:36 pm
Staying Alive?
October 27th, 2005 at 3:30 pm
Panic Attack by Unkle?
Last Living Souls by Gorillaz?
or just “It can’t come quickly enough” by Scissor Sisters…
October 28th, 2005 at 8:40 am
Can’t believe the book thing! Do they think your mind will be sharper and ready for a major at 0400 after staring at the windowless walls for 2 hours. Management in this firm are bonkers! Perhaps turnover in CAC still isn’t high enough for them
October 28th, 2005 at 9:12 am
Doctor’s Love Song - Monty Python
October 28th, 2005 at 11:55 pm
Slip Sliding away - Simon and Garfunkle
Where the streets have no name - U2
Everybody hurts - REM
If I fell - The Beatles
The first cut is the deepest - Cat Stevens
I like this game!!
October 29th, 2005 at 9:13 am
For burns victims: Eternal Flame - The Bangles
RTAs: The Primitives - Crash
Unconscious: Boo Radleys - Wake Up Boo
Assaults: Britney Spears - Hit Me Baby One More Time
Psychiatric patients: Britney Spears - Crazy
Poisoning: Britney Spears - Toxic (I admit it, I’m a bit of a Britney fan…)
Anything in Romford on a Friday night: Kaiser Chiefs - I Predict A Riot
Cardiac arrest: Doctor and the Medics - Spirit in the Sky
Passing out: Vic Reeves and the Wonderstuff - Dizzy
October 31st, 2005 at 8:57 am
It threw me when I actually had to call 999 myself last week having actually witnessed an accident. I was all ready to give the address when the I was asked what had happened.
Not nearly as suprised as I was when the young lady asked me which card to use!!!
November 2nd, 2005 at 9:19 am
I bet all the people who start with the address read the article you wrote for the cub scout leader (the one about the script)..shows how popular you are, eh?
November 2nd, 2005 at 11:45 pm
Hi Mark
I work as a call taker for the Ambulance Service too and when we are bored (typically between 0200 - 0800 like yourself) we choose to play ‘Let’s see what you are going to die from’……which consists of flicking quickly through the medical dictionary and asking your colleagues to tell you when to stop, open the page and then randomly point to an ailment….that’s what they will die from!! Lots of fun even though many people don’t die from earache…….PS We still have our mags and have all now invested in portable DVD players at our desks, as the management removed the DVD connectors from the large ORCON plasma TVs when they released that we were watching Little Britain Series One instead of concentrating on our ‘A’ response times!!
November 10th, 2005 at 10:52 am
I used to work as an ODP a few years ago, and when we were really quiet we’d set up a couple of really large long empty sharps bins *the sort that endo sharps go in), inch-pink a 2″ crepe bandage, get out an armboard and play cricket in the empty theatre. My best score 57 not out (RTA stops play)