Has anyone had a rude 911 dispatcher answer the call? What is the best way to handle this situation?
My mom recently fell again. It’s always terrifying when she falls. We had a call alert button that never did work for detecting falls or responding to pushing button. Then they finally responded at the worst possible time, when I am speaking to 911 dispatcher. I had two new buttons sent out. None worked. I canceled the service and only call 911 now. The call button service ended up being more trouble than it’s worth.
So I end up with three people trying to speak to me at once, not fun, stressful! My mom, call button service and dispatcher all talking at same time, grrrrr.
I don’t multitask. I put priorities in order and speak to 911 dispatcher. EMS are prompt in getting to my home and do a wonderful job when here.
However, the 911 operators are not always pleasant to deal with, sometimes downright rude or condescending when trying to convey the situation at hand.
I fully realize they have a stressful job and I empathize with them. I also realize they burnout as well. Meanwhile though, I need urgent care for my mom after a fall.
They do not listen to details. I end up having to repeat. I remain calm when I speak to them so I know that they should be able to understand me speaking.
It’s like they are only interested in asking questions rather than listening to the answer.
Some dispatchers are wonderful getting the info immediately, sending help ASAP and being compassionate.
Others have been rude, condescending and not very good at communicating or listening.
Would any of you feel that a complaint should be made and who do I even make a complaint to?
12 Answers
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I don’t know if there is a non emergency number to call. A senior falling is serious though. We’ve had hospital visits to have her head stapled.
I don’t call 911 unless I really need help.
As cwillie pointed out, many areas have a non emergency way to have people come over and pick someone up if there is no serious injury. Regularly 911 is meant for them to come over, stabilize and then transport to the hospital. If there is no injury and you just need help picking her back up, the non medical emergency method is the way to go. It'll probably take longer though. Since who comes over are police or fireman when they otherwise have nothing else to do.
I tried doing that once. The only time I have ever called for help. In my city, you call 911 and state that you need a "secondary priority non-medical pickup". They are supposed to send over a couple of people to pick someone up. Instead they ended up sending a fire engine and rescue ambulance over and filling grandma's room up with firemen who triaged her, picked her up and took her to the hospital. I even met them outside when I heard the sirens and told them again it wasn't an emergency. But since they had already been called out, they went ahead with the full emergency procedure anyways.
By the way, It would be nice if they stayed on the phone until help arrived. Nope! Too rude and condescending to do that. Just hung up. Sad.
I have had terrific dispatchers that are efficient and compasionate. Plus they do stay on the phone until help arrives. It surprised me when the last couple of calls were not good.
Reminds me of my daughter’s fourth grade teacher was burned out (admitted it to me) and said she was not going to teach art. I told her that it was part of the curriculum and she had to. She said I am leaving this year so I don’t care anymore and I hate art projects so you do it or they won’t have art.
I volunteered every week. I loved art and agreed to do it. She should have stopped teaching long before she did. If a person is no longer functioning well, they should quit and let someone else take over.
1) critical resources could be available for true emergencies
2) non critical pick up resources WOULD NOT try to take him to the hospital.
When they used EMS technicians - if my dad refused to go to the hospital (which EMS were called to get him to) - they had a ton of paperwork to fill out and my dad to sign stating he understood the implications of not going to the hospital. Waste of time for the professionals.
If he obviously seemed disoriented or needed stitches - they would haul him in over his objections. He was terrified that a hospital trip would result in nursing home placement - which it did when he fell and broke his pelvis.
You need to find out if you can request "non emergency pick up" when it is obvious that the elder is not hurt. It is great that 911 are willing to pick up seniors who fall and it is non emergency. I think it is kind of a waste of these resources myself - but who can they call I suppose?
You gave the most understanding and sensibe answer to this situation and got the gist of my question perfectly. Thanks again!
Who would I complain to? It’s not something the community should have to deal with. 911 operators should do their jobs professionally and with compassion. The trained fire department are wonderful here and have won awards for their life saving skills. I have no complaints about them. They are also caring each and every time they come out.
Also, sometimes the dispatch computer program dictates how often the dispatchers ask a question. If the dispatch computer program does not understand your answer that the dispatcher typed in, the computer program will repeat the question until it gets the answer it needs/wants/requires.
When our 911 Call Center computers were upgraded, the new software did not have the names of the businesses or companies listed as locations that rescue squad or fire trucks could be dispatched to; they only had the address listed so you had to tell the dispatcher the address that you were at and not just the name of the business or store. Most people do not know the official address of their church, school, court house, grocery store, etc. Ironically, someone had a heart attack while in the courthouse--the same building that our 911 Call Center is located in--but the dispatchers could not send out the rescue squad because no one who worked at the courthouse or the Call Center could remember the address for the courthouse. Once someone was able to tell the dispatchers the address of the courthouse, then the rescue squad was dispatched. Rather sad, isn't it?
Unfortunately some dispatchers resent receiving non-emergency phone calls and think that these phone calls should be answered by someone else. Some dispatchers have received so many non-emergency phone calls that they have become angry at people in general who make legitimate non-emergency phone calls such requesting "lift assistance". It is only when someone (you) speaks up, then these disgruntled dispatchers are identified and receive the extra training or re-assignment or whatever to assist them in being better public servants and better 911 dispatchers. Most likely you are not the only one that these dispatchers have be not very good at communicating with.
Yes, It is sad and as I just said to worried in Cali, your answer is very helpful and you also got the gist of my question. I appreciate your understanding and wonderful advice. Thanks so much!
I would say something to the person you are speaking to, maybe, I understand you deal with a lot of emergencies and weirdos everyday and that has to be tremendously difficult, however, I don't and I'm not, so please modify your anger with me, thank you.
I don't think it's the true emergencies that cause them so much attitude, it's every nut ball that calls for insanity and enjoyment that causes short tempers. Most people don't know they are being pizzy when they're stressed out, so politely telling them usually changes it.
I also have noticed that when I get their name and employee #, I get way better service because now I know who to complain about if it needs doing. It is okay to ask with whom you are speaking and an identifying #, I have been hung up on by rude people, so I ask right away, who am I speaking with and I can identify you with? Then I say hi, my name and the reason for my call.
Authority with no accountability will always have bad results.
Yep, True. Maybe they don’t realize it but it’s annoying as hell. Ever notice the people that don’t realize it though, are the first to complain when something happens to them. I’ve seen that over and over. And you look at them with amazement and bite your tongue wanting to tell them to look in the mirror! Haha
You can always ask to speak to a supervisor and then complain about the rudeness. I understand burnout but these people are trained and should be able to keep their frustrations in check. If they don't like the job anymore, find a new one.
I had a button for Mom and problem was it worked too well. She had a motion sensor one and everytime it hit something, the operator would come on to see if Mom was OK.
Yep, those buttons are tricky. First one worked as you said, well, for a short while. Then the others didn’t work properly. Was more trouble than it’s worth.
I may do as you say and speak to a supervisor. Worried in Cali and DeeAnna gave great advice.
Thanks for responding and if it continues to happen speaking to a supervisor might be in order.
That much snow must be a challenge. I’m a southern gal, so anything under 60 or 70 degrees and I am freezing. Don’t think I could adapt to the cold.
My sister was an emergency responder (a volunteer fire dept.) and there were constant calls for help from individuals who really were not safe living in their homes (different from mom living with you, I understand) but you know, life is what it is and actually 911 type service is a fairly recent thing. I'd say, be glad for what you have and let the little stuff go.
I hope they take vacations when needed.