Emergency Response & Medical Emergencies
Medical emergencies can occur without warning. Every team member must understand their role in responding quickly, communicating effectively, activating emergency services, and supporting safe patient care until additional medical assistance arrives.
Purpose
This SOP establishes a standardized response for medical emergencies occurring within any Neighborhood Clinic location. Prompt communication, defined team roles, and rapid activation of emergency resources help protect patients, visitors, and staff.
All employees should know the location of emergency equipment, emergency exits, and how to immediately notify the provider and activate emergency medical services when appropriate.
Responsibilities
Clinical Staff
Recognize emergencies, notify the provider immediately, assist within training, retrieve emergency equipment when requested, and remain with the patient until care is transferred.
Providers
Lead the medical response, direct staff responsibilities, assess the patient, and determine the need for emergency transport.
Front Office
Call 911 when instructed or when clinic policy requires, direct EMS to the patient's location, and assist with crowd control and communication.
Leadership
Maintain emergency equipment, coordinate staff training and drills, and oversee post-event review and quality improvement.
Emergency Response Workflow
Recognize the Emergency
Remain calm, identify the potential emergency, and immediately notify the provider or the highest available licensed clinician.
Stay With the Patient
Never leave a patient experiencing a medical emergency alone unless doing so is necessary to obtain immediate assistance.
Activate the Emergency Response
Alert nearby staff, retrieve emergency supplies as directed, and assign team members to specific responsibilities.
Call 911
When directed by the provider or when clinic policy indicates, contact emergency medical services immediately and provide the clinic address, patient location, and a brief description of the emergency.
Prepare for EMS Arrival
Clear hallways, gather available patient information, and assign a staff member to meet EMS at the entrance and escort them to the patient.
Support the Provider
Assist within your scope of practice and training while maintaining patient privacy, dignity, and a calm environment.
Common Medical Emergencies
While providers direct clinical management, all employees should be familiar with common emergency presentations and activate the clinic emergency response without delay.
Chest Pain
Immediately notify the provider, minimize patient activity, monitor the patient, and prepare for EMS activation if indicated.
Stroke Symptoms
Treat sudden facial drooping, arm weakness, speech difficulty, confusion, or vision changes as a time-sensitive emergency requiring immediate provider evaluation and EMS activation when appropriate.
Syncope (Fainting)
Protect the patient from injury, assess responsiveness, notify the provider, and continue monitoring until the patient has been evaluated.
Respiratory Distress
Remain with the patient, assist the provider as directed, monitor breathing, and prepare emergency equipment if requested.
Seizures
Protect the patient from injury, do not restrain movements or place objects in the mouth, monitor the duration of the seizure, and notify the provider immediately.
Anaphylaxis
Treat suspected anaphylaxis as a medical emergency. Notify the provider immediately, activate EMS as appropriate, and prepare emergency medications and equipment per provider direction.
Emergency Equipment Readiness
Emergency equipment should remain accessible, functional, and ready for immediate use during clinic hours. Staff should know the location of emergency supplies before an emergency occurs.
• AED
• Oxygen equipment
• Emergency medication kit
• Blood pressure equipment
• Pulse oximeter
• Glucose monitoring supplies
• Suction equipment (if applicable)
Transfer of Care to EMS
Provide Patient Information
Share relevant patient information, medications, allergies, medical history, vital signs, and interventions performed with EMS personnel.
Assist as Requested
Continue supporting EMS and the provider while remaining within your scope of practice.
Protect Patient Privacy
Maintain patient confidentiality throughout the emergency and avoid discussing the event with unauthorized individuals.
Return the Clinic to Normal Operations
Once the emergency has concluded, clean and restock equipment, prepare affected areas, and resume patient care when appropriate.
Documentation & Incident Reporting
Clinical Documentation
Document assessments, interventions, provider involvement, patient response, and disposition in RXNT as appropriate.
Incident Reporting
Complete required internal incident reports according to clinic policy following any significant medical emergency or safety event.
Equipment Review
Replace or restock supplies used during the emergency and verify equipment is ready for future use.
Team Debrief
Leadership should conduct a brief post-event review to identify strengths, opportunities for improvement, and any follow-up education needs.
Do & Don't
✔ Always
• Stay calm during emergencies.
• Notify the provider immediately.
• Call 911 when indicated.
• Follow assigned team roles.
• Document accurately after the event.
• Restock emergency equipment promptly.
✖ Never
• Leave an unstable patient alone.
• Delay activating emergency services when needed.
• Perform duties outside your scope of practice.
• Ignore damaged emergency equipment.
• Discuss patient information outside authorized care teams.
Employee Competency
- Recognizes common medical emergencies promptly.
- Activates the clinic emergency response appropriately.
- Knows the location of emergency equipment and supplies.
- Communicates effectively with providers, EMS, and team members.
- Maintains patient privacy and professionalism during emergencies.
- Completes required documentation and incident reporting.
- Participates in emergency drills and competency training.
- Supports safe, organized emergency response throughout the clinic.