How should an EMD handle a situation where a caller is panicked?

In a stressful situation where a caller is experiencing panic, it is crucial for the Emergency Medical Dispatcher (EMD) to remain calm and composed. Directing the caller to focus on essential details helps to guide their attention away from panic-inducing thoughts and towards the information necessary to provide effective assistance.

By calmly engaging the caller and asking them to concentrate on specific elements, such as their location, the nature of the emergency, or any relevant medical history, the EMD can effectively gather critical information while also helping to reduce the caller's anxiety. This approach helps to establish a connection that promotes a sense of reassurance, which can be vital in high-pressure situations.

Creating an environment where the caller feels heard and supported can ultimately lead to more effective communication and a quicker response from emergency services.