Crystal Kept Margaret Calm and Helped EMS Get Inside
Margaret had fallen, hit her head, and could not get up. Crystal kept her focused, reassured her through the wait, and solved the access problem when EMS reached the door.
“I’m bleeding, and I can’t get up.”
Those were the first words Crystal heard when she answered Margaret’s medical alarm. Margaret lay alone on her kitchen floor after becoming dizzy, standing to get medication, and falling. She was frightened, disoriented, and did not yet know where the blood was coming from.
Crystal immediately brought calm to the crisis.
Crystal asked calm, direct questions to understand what had happened and where Margaret was hurt. Her questions helped Margaret realize that the blood was coming from the top of her head. Crystal coached her to apply pressure and reassured her when the blood on her hands frightened her.
EMS was already on the way. Crystal focused on helping Margaret through the wait.
As the minutes passed, Margaret grew increasingly winded and overwhelmed. At one point, she said she did not feel as though she could keep going.
Crystal kept her focused.
She encouraged Margaret to slow her breathing, confirmed that she was leaning against the kitchen table for support, and repeatedly reminded her that she was doing a good job and that responders were getting closer.
Getting EMS on the way was essential. Crystal recognized that Margaret still needed someone to keep her engaged, reassured, and connected until they reached her.
EMS reached the door. Margaret could not remember the lockbox code.
Crystal immediately coordinated with a teammate, obtained the code, and gave it to EMS so they could enter without delay.
The medical alarm created the connection. Crystal kept solving what Margaret needed next.
First, she helped get EMS moving. Then she helped Margaret identify the injury, apply pressure, slow her breathing, and remain engaged. When responders reached the door and could not get inside, Crystal coordinated with her team and got them the lockbox code.
At every stage, she recognized what the situation required next and acted on it.
That is COPS Human Intelligence™ in Action.
Choose a monitoring partner that can care for the person and clear the path to help.
If one of your customers were injured, frightened, and unable to get up, you would want more than an EMS dispatch. You would want someone who could keep your customer focused through the wait and recognize when a practical obstacle was still keeping help from reaching them.
Crystal did both. That is the kind of Human Intelligence you want representing your company when your customer needs help most.
