5. What Counts? Managing Professionals on the Front Line of Emergency Services

Abstract IntroductionThe years 2020 and 2021 were marked by the pandemic of SARS-CoV-2, a virus that infected 167 million more people, causing about 3.4 million deaths worldwide. And, because of this, the main global health agencies (WHO, governments, emergency services, hospitals and other health professionals), sought means of protection for workers on the front line to combat the pandemic. The Fire Brigades of Brazil, had the need to adopt new protocols of actions, which would mitigate the progress of the disease, justifying the importance of curbing the effects of the pandemic in their corporations and other victims of COVID-19.Case descriptionThe objective of this work is to propose the systematization of control and combating future pandemics, seeking to contribute with a model of assistance protocol that adapts to the needs of health institutions. The study is a literature review and is based on data collected through a questionnaire applied to the Brazilian Fire Departments in the 26 states and the Federal District.Discussion and evaluationWith the mapping of the actions carried out, it was possible to identify which actions were implemented, which involve the creation and development of new service protocols such as the use of specific PPE, care with the disposal of contaminated materials and behavioral changes, avoiding contamination. Within the mapping carried out in the corporations, it is possible to obtain relevant data in the fight against the coronavirus, such as (use of new PPE, exclusive vehicles, testing of personnel, infected firefighters, number of deaths, stress, change in work routines).ConclusionsWith the coronavirus pandemic, the Fire Brigade promoted an alignment between needs and decision making, through internal protocols of related actions, which were essential in the search to mitigate the impacts caused by the pandemic. Such actions serve as a model to be used in other work environments.

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Corporate branding’s influence on front-line employee and consumer value co-creation in UK household consumer markets

Journal of General Management ◽

10.1177/0306307017740184 ◽

2018 ◽

Vol 43 (2) ◽

pp. 63-69 ◽

Cited By ~ 5

Author(s):

Keith Glanfield ◽

Anna-Lena Ackfeldt ◽

TC Melewar

Keyword(s):

Research Study ◽

Emergency Services ◽

Front Line ◽

General Managers ◽

The United Kingdom ◽

Consumer Markets ◽

Working Together ◽

Service Exchange ◽

Consequent Effect

General managers are presented with an extensive opportunity to innovate and gain market advantage from front-line employees (FLEs) and consumers working together to exchange services and co-create value. To do this, general managers need to understand more about what influences the content and quality of FLE and consumer service exchanges? What predisposes FLEs to commit to service exchange and value co-creation? And what organizational phenomena can general managers use to influence this predisposition? This article presents results from an empirical research study of FLEs employed by a firm that provides installation, servicing and emergency services to domestic households across the United Kingdom. The study reveals the importance of the firm’s corporate brand in its influence upon FLE’s sense of membership and attachment to a firm (organizational identity) and the consequent effect of this on their predisposition for service exchange (organizational commitment), that is, whether FLEs want to remain in their role, because they feel they ought to, want to or they have too much to lose by leaving.

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Knowledge of Severe Acute Respiratory Syndrome among Community Physicians, Nurses, and Emergency Medical Responders

Prehospital and Disaster Medicine ◽

10.1017/s1049023x00003654 ◽

2006 ◽

Vol 21 (3) ◽

pp. 183-189 ◽

Cited By ~ 8

Author(s):

Alan Douglas Tice ◽

Mitsumasa Kishimoto ◽

Chuong Hoang Dinh ◽

Geoffrey Tak-Kin Lam ◽

Michelle Marineau

Keyword(s):

Severe Acute Respiratory Syndrome ◽

Emergency Services ◽

Effective Means ◽

Healthcare Providers ◽

Sources Of Information ◽

Front Line ◽

Community Healthcare ◽

Emergency Medical ◽

Policies And Procedures ◽

Use Of The Internet

AbstractIntroduction:The preparedness levels of front-line clinicians including physicians, nurses, emergency medical responders (EMRs), and other medical staff working in clinics, offices and ambulatory care centers must be assessed, so these personnel are able to deal with communicable and potentially lethal diseases, such as severe acute respiratory syndrome (SARS). In order to determine the knowledge of these clinicians, a survey of their understanding of SARS and their use of educational resources was administered.Methods:A questionnaire was distributed to physicians, nurses, and EMRs attending conferences on SARS in the summer of 2003. Questions related to information sources, knowledge of SARS, and plans implemented in their workplace to deal with it. Statistical analysis was performed using the Statistical Package for the Social Sciences (10.1 Program, SPSS Inc., Chicago, Illinois).Results:A total of 201 community healthcare providers (HCPs) participated in the study. A total of 51% of the participants correctly identified the incubation period of SARS; 48% correctly identified the symptoms of SARS; and 60% knew the recommended infection control precautions to take for families. There was little difference in knowledge among the physicians, nurses, and EMRs evaluated. Media outlets such as newspapers, journals, television, and radio were reported as the main sources of information on SARS. However, there appears to be a growing use of the Internet, which correlated best with the correct answers on symptoms of SARS. Fewer than one-third of respondents were aware of a protocol for SARS in their workplace. A total of 60% reported that N-95 masks were available in their workplace.Conclusion:These findings suggest the need for more effective means of education and training for front-line clinicians, as well as the institution of policies and procedures in medical offices, clinics, and emergency services in the community.

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The timeline of information exchange: a service evaluation of London Ambulance Service NHS Trust’s front line communication and emergency response to Exercise Unified Response

British Paramedic Journal ◽

10.29045/14784726.2020.12.4.4.40 ◽

2020 ◽

Vol 4 (4) ◽

pp. 40-49

Author(s):

Jordan Nunan ◽

Samantha Palfreyman-Jones ◽

Rebecca Milne ◽

Alison Wakefield

Keyword(s):

Information Exchange ◽

Emergency Services ◽

Service Evaluation ◽

Crisis Response ◽

Ambulance Service ◽

Major Incident ◽

Trauma Patients ◽

Front Line ◽

Golden Hour ◽

Clear Communication

Introduction: Exercise Unified Response, Europe’s largest major incident training exercise to date, provided a rich environment for the emergency services to test their multi-agency crisis response capabilities. Supported by the London Ambulance Service NHS Trust, this service evaluation examined London Ambulance Service NHS Trust front line communication and decision-making via body-worn camera footage.Methods: Twenty London Ambulance Service NHS Trust front line responders and evaluators were each equipped with a body-worn camera during Exercise Unified Response. The service evaluation aimed to: (a) produce timelines of the London Ambulance Service NHS Trust’s response in order to identify key events and actions during the ‘golden hour’ (the crucial first hour in the care of trauma patients), the proceedings of command meetings and the multi-agency response; and (b) develop recommendations for future training and evaluations.Results: The service evaluation identified that, within the golden hour, London Ambulance Service NHS Trust first responders rightly and rapidly declared the event a major incident, requested resources and assigned roles. Triage crews were tasked quickly, though it was identified that their efficiency may be further enhanced through more detailed triage briefings prior to entering the scene. The command meetings (led by the Metropolitan Police) lacked efficiency, and all agencies could make more effective use of the multi-agency shared radio network to address ongoing matters. Finally, London Fire Brigade and London Ambulance Service NHS Trust teams demonstrated clear communication and co-ordination towards casualty extraction.Conclusion: Successful multi-agency working requires clear communication, information sharing and timely command meetings. It is recommended that Joint Emergency Services Interoperability Principles multi-agency talk groups should be utilised more frequently and used to complete a joint METHANE report. In addition, training in areas such as communication skills and detailed briefings will enhance the front line response. Finally, body-worn cameras are shown to be an effective service evaluation tool, as a basis for promoting best practice as well as highlighting areas for future training and evaluations.

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Business: Conceptualizations of Organizational Change Viewed Through the Lens of Power: A Tutorial for the Speech-Language Pathologist/Audiologist Administrator

Perspectives on Administration and Supervision ◽

10.1044/aas21.1.9 ◽

2011 ◽

Vol 21 (1) ◽

pp. 9-17

Author(s):

Patrick R. Walden

Keyword(s):

Organizational Change ◽

Health Care Organizations ◽

Social Power ◽

Social Systems ◽

Front Line ◽

Organization Level ◽

Speech Language Pathologist ◽

Constant State ◽

Theories Of Change ◽

Or Organization

Both educational and health care organizations are in a constant state of change, whether triggered by national, regional, local, or organization-level policy. The speech-language pathologist/audiologist-administrator who aids in the planning and implementation of these changes, however, may not be familiar with the expansive literature on change in organizations. Further, how organizational change is planned and implemented is likely affected by leaders' and administrators' personal conceptualizations of social power, which may affect how front line clinicians experience organizational change processes. The purpose of this article, therefore, is to introduce the speech-language pathologist/audiologist-administrator to a research-based classification system for theories of change and to review the concept of power in social systems. Two prominent approaches to change in organizations are reviewed and then discussed as they relate to one another as well as to social conceptualizations of power.

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Make a Fine Front-Line Impression

ASHA Leader ◽

10.1044/leader.ov.22052017.np ◽

2017 ◽

Vol 22 (5) ◽

Author(s):

Kevin D. St. Clergy

Keyword(s):

Front Line

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Outreach Psychiatric Emergency Service

Crisis ◽

10.1027/0227-5910/a000651 ◽

2020 ◽

Vol 41 (5) ◽

pp. 375-382

Author(s):

Remco F. P. de Winter ◽

Mirjam C. Hazewinkel ◽

Roland van de Sande ◽

Derek P. de Beurs ◽

Marieke H. de Groot

Keyword(s):

General Practitioner ◽

General Hospital ◽

Suicidal Behavior ◽

Emergency Service ◽

Attempted Suicide ◽

Emergency Services ◽

Psychiatric Emergency ◽

Psychiatric Emergency Services ◽

Psychiatric Emergency Service ◽

Suicidal Patients

Abstract. Background: Outreach psychiatric emergency services play an important role in all stages of a suicidal crisis; however, empirical assessment data are scarce. This study describes characteristics of patients assessed by these services and involved in suicidal crises. Method: During a 5-year period, detailed information from psychiatric emergency service assessments was recorded; 14,705 assessments were included. Characteristics of patients with/without suicidal behavior and with/without suicide attempts were compared. Outcomes were adjusted for clustering of features within individual patients. Results: Suicidal behavior was assessed in 32.2% of patients, of whom 9.2% attempted suicide. Suicidal behavior was most commonly associated with depression or adjustment disorder and these patients were referred to the service by a general practitioner or a general hospital, whereas those who attempted suicide were less likely to be referred by a general practitioner. Those who attempted suicide were more likely to be female and have had a referral by a general hospital. Self-poisoning by medication was the most common method of attempting suicide. Limitations: Bias could be due to missed or incomplete assessments. Primary diagnoses were based on clinical observation at the time of the assessment or on the primary diagnosis previously recorded. In addition, suicidal behavior or attempted suicide might have been underestimated. Conclusions: Suicidal behavior is commonplace in assessments by psychiatric emergency services. Suicidal patients with/without a suicide attempt differed with respect to demographic features, primary diagnoses, and referring entities, but not with respect to treatment policy. About 40% of the suicidal patients with/without an attempt were admitted following assessment.

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