The Value Of Protocol Version Updates

Why are many comm. centers slow to update to the latest protocol software release? Are they hesitating to train Emergency Dispatchers on protocol additions or unprepared to meet technical requirements? Does using the latest version of the protocol make that much of a difference?

Greg Scott, International Academies of Emergency Dispatch^® Associate Director of Protocol Evolution, says:

We haven’t always had a way of tracking centers that update (or don’t update) to the latest protocol immediately after release. We’re trying to identify ways to connect with our agencies to identify their hurdles and support them through this process.

We understand that providing additional training to dispatch teams can be a challenge to schedule, especially arranging multiple sessions to cover shift schedules. However, many of our version updates include simple, seamless components like simple modifications or rewording of Key Questions or instructions that don’t require extensive training. If you stay consistent with each update, it may not be as difficult to train as you envision.

Also, we’ve limited our protocol update releases to twice a year, about six months apart—one in the spring and one in the fall. This should allow agencies to plan a little more in advance.

Additionally, the College typically releases a video or short training module that details the most essential changes for each release. These can be used for training opportunities as well.

Ultimately, our agencies should prioritize updating to the latest and greatest protocol version because it is meant to help them operationally in providing better patient/victim care and efficiently dispatching resources.

The protocol changes primarily come from user input submitted through our Proposal For Change (PFC) process. These suggestions go through a rigorous process to review case evidence, test solutions, and evaluate how changes will be incorporated to achieve best practices.

When you don’t update your protocol, you’re missing out on some solid improvements that may make a difference in the level of service you provide.

Claudia Martinez, Priority Dispatch Corp.™ (PDC^™) Implementations Project Manager/Regional Account Manager, adds:

It is important for agencies to update as we work in an ever-changing environment. When thinking of updating, remember that every change in the system is research based. We do our best to equip centers with the necessary information and tools to update smoothly, such as Protocol Update Guides and Agency Impact Forms. As an added bonus, you can always contact your Regional Client Outreach (RCO) representative if you have issues or concerns.

Some agencies have to go through a third-party IT to update, but they can schedule assistance early if they prepare for when the update will be released. Typically, we update in the spring and fall, and agencies can sign up to receive notifications of these releases to plan accordingly.

Our RCOs can help with updates, resources, and general questions. We are available to meet with our members online via Microsoft Teams or on-site to assist in any way necessary with their updates.

Chris Murdock, President of PDC, adds:

Our Regional Client Outreach program has had a profound effect in helping address our clients’ concerns. Recently, we discovered a struggling agency that hadn’t updated their police and fire protocols for some time, and they were frustrated by elements that had since been restructured (fewer questions and earlier send points).

After listening to their complaints, we realized they were doing a lot of overresponding. They needed important updates for high-acuity calls and new response configuration mapping. They were unaware of flexible Jurisdictionally Approved Questions (JAQs) and didn’t have access to the CADE tool. In fact, they hadn’t even benefitted from a PFC they’d requested for the protocol several versions ago!

After receiving individualized assistance, the agency was back on board with the protocol and what it could do for them. Multiple clients have commented that they’re surprised our company would reach out to them and that it’s great to have someone to call with a quick question. These interactions make all the difference for the success of our protocol and our members.

Jeff Clawson, M.D., adds:

Folks, I am going to take a harder line on this as a Medical Director and keeper of the current “standards of care and practice” flame. First, from a legal viewpoint, the most important word here regarding updates is “reasonableness.” The Academy, and PDC (through the systems’ End User License Agreement – EULA), requires by contract that an agency update at least within one year of common release. This much time is only really allowed because of the mitigating circumstances of an update, which includes getting IT to cooperate and their various scheduling and issues with that function. It is also caused by updating things that might require a current CAD update or even new, upcoming CAD implementation—which we know can cause significant problems and delays.

Given that a legal event occurs (a bad case usually), the failure to update to current status will always be jumped on by the plaintiff’s side as critical—if it would have affected the case handling, in their opinion, in any way. The defense would fall back on the “reasonableness for the failure to update” and, in most courts, I would believe that “reasonableness” is a good defense, but only if obviously true—and this has its limits and is always up for the “just what exactly is reasonable or not” attack counterclaim.

I commonly see centers two, three, and up to five years behind in updating and that really bothers me. I remember one agency that initially got sued in the Midwest and had to admit (finally) that they had sat on an MPDS® update for seven years (as the release and CD for it was still sitting on the supervisor’s desk)! Luckily, this case never got past the early “discovery” phase. So much occurs in the evolution of the various protocol disciplines in inter-release timeframes that it might astonish your leadership (and certainly would your IT experts), but it will be pored over with a fine-tooth comb by the loyal opposition.

But enough about legal reasons for doing this. As saviors of the public having inevitable bad days, we should want to have the highest level of care and practice (usually defined as the standards set by the Academy—as you have obviously already chosen to use them—thereby establishing them as your “standard”) always in place and use as soon as reasonably possible after a release. You wouldn’t want your doctor several years behind in cancer treatment these days. It may not be convenient, and IT may not have a public safety “clue” regarding just what you are talking about, but the technical “tail” here should not be wagging the 911 center “dog” on this stuff. This isn’t a browser or MS Office update, but something handling every life that comes your way—and the vagaries of life don’t care about poor excuses for not updating.

We are happy to get on the line with any recalcitrant group or person (through the RCO program—or even myself, as needed) within your management, IT, or CAD teams that need a legal or standards lesson on why they really don’t want this monkey on their back—again, if not reasonably needed!

That’s my story, and I’m sticking to it. Onward through the update fog ... Doc