Another morning in the Coordinating Center of Urgencies and Emergencies (CCUE).
Dozens of calls per hour, a little or nothing friendly environment, less and less time to assume the call queue… All makes this still a more hostile environment. Much technical language doesn´t help: platform, protocols, key resources, TETRA, GIS, GPS… just allow to recognize the human being to the other side of the phone:
– ” My father. Just collapsed. I think that he already doesn´t breath!!!”
– “My child is convulsing!!” Yes, Yes, this is the first time! Fever…?
– “No, no, the pain doesn´t go to the left side in my chest.”
Technology and speed, daughters of our time, threaten to break communication with patient and family. The challenge of discovering the emergency, that light off among a sea of lights, emphasizes a hardly bearable pressure threatening to disregard the rest of demands and the environment of all.
By different reasons, nor the vital emergency or the social-family problems make up the thickness of the demand. However, all of them share the anguish and pain that asks for help, and hundreds of personal stories behind. Orphans of their North, the response must be still more “comprehensive” and human.
To assume this challenge requires a greater investment in #humantools by everybody. Specific training in crisis and appropriate tools to build a new reality. To greater difficulty, greater effort on our part. From this portal, just learned recently the healing value of a look, an smile, the hand and the word: what is here the value of these four tools? Can you see me smiling on the other side of the phone? What can I do when I can’t see or touch you?.
As well as the blind person who compensates the limitation with the rest of the senses, the CCUE work requires still more awake and empathetic listening , able to release the road to a close, warm, compassionate word… A word which, at the time that guides the dialogue, extracts the data from your disease and guide your steps in the crisis, seeing the added value of who you are and how to help you.
Jose Luis, 65 years old, to the phone. Serious asthma. He lives alone. -“I can not … can…breathing! I’m… dizzy!”- Can you hear me? We are on track. Do not hang. Leave the door open and notify a neighbor.
Woman, no name, more or less 35. Non-traumatic coma while walking her dog. No one over the street, without documentation or known people. Tobi (on the necklace) is attentive with the look, wanting to help. What an smart dog! -Center […], I need support […]. – I am sending you the police. Tobi, to the Hospital on patrol.
Iker, 9 years, to the phone. His grandfather just unconscious. -Can you tell me where you live? […]. -“He is doing a snoring very rare..!” – Would you know to put him aside? Do what I tell you. -Do not hang the phone. Go out home, be carefull that not the door doesn´t close and warns to a neighbour. We are on track. Tell them to be pending.
Julian, 88 years. Discharged from a residence after several admittances. – Call Jos, the driver of X-35. For safety, he says that he cannot take all objects of the patient: a suitcase, two pictures, a walker and three large trash bags. -“I can not lose it, it’s all I have. My life are these three bags”.
Have a nice day.