EMS Revisited: Customer Care Part 6

Are you a professional driver?


EMS Revisited is an exclusive column that offers reprints of various columns and articles from our archives that are not currently available in electronic format. In the January 2003 issue of EMS Magazine (now EMS World Magazine) we began a year-long series on customer care in EMS. Here we will reprint the series in its entirety.

Driv­ing in EMS can be both stressful and frustrating. How you approach this subject can have a wide-reaching and profound impact on your career and your daily functioning.

Be “Friendly”

When driving around your coverage area, try to be a “friendly” driver. Recognize that people generally don’t like to follow an ambulance. They believe that you will be slow (less common in the era of turbo diesel), and they can’t see around you. Your solution: Let them pass. What is the best place for an aggressive driver—one foot off your bumper or a mile in front of you? An accident takes you out of service, costs your agency money, opens the door for lawsuits against you and your agency, and may go on your driving record.

By trying to be a cautious and casual driv­er, you will feel better and be safer, and will create a positive image for your agency. If you are not on a call, you are in no hurry. Make the road easier for those who are; don’t compete with them.

Code 3 Perils
Driving code three is not a license to thrill. Be careful. Drive in a manner consistent of “a reasonable person.” This could be an important legal point in an accident. If you are driving in an unreasonable manner, you will not be looked on favorably by other driv­ers or the courts. What is reasonable? If you can comfortably defend your actions with a clear conscience in a way that makes sense to most people, you are probably reasonable. (This is my opinion, not a legal position.) If you think driving 90 mph might sound bad in court, don’t do it.

Unfortunately, it is a fact that many driv­ers do not hear or see you coming. We view our job as getting to the scene “as quickly as possible.” That is true, but really means “as quickly as is safe.” Depending on the state in which you work, it may or may not be legal to break traffic laws.

Collision Course
There is certainly a good deal of courtesy given to our profession by the police, but when it comes to an accident, that may not matter. Hitting another driver is definitely bad customer service. You do not deserve extra privilege because you have an altruistic job. Turning on your lightbar to expedite getting to Dunkin Donuts, for example, will create a bad impression for anyone who sees it.

Driver Etiquette
There are several things you can do to help other drivers:

  • Keeping to the left side of your lane will make your moves more visible to the driver’s side mirror and telegraph your intention to pass on the left.
  • Always stop at stop signs and red lights.
  • Inching forward at stops will help other drivers understand your intention to drive through the intersection.
  • Do not assume that other drivers will yield.
  • Be cautious on blind corners and in high-density areas.
  • Use your siren when needed; otherwise, turn it off. (Your agency protocol may vary.) Example: A suburban street at 3 a.m. has little traffic and many sleeping people. You can always turn off your lights as well.
  • Change tones often. In today’s world, people tune out electronic noises almost as soon as they hear them.
  • Don’t mercilessly tailgate someone who doesn’t notice your cacophony three feet off their bumper. Just imagine going to that driv­er’s funeral and explaining to his/her kids how the accident happened.
  • Wave thanks when someone goes out of his/her way to yield.
  • Do not, under any circumstances, curse, yell or make obscene gestures.
  • If you use your PA system, say “please” and “thank you.”
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