Every Massachusetts 911 operator will learn new call-taking protocols to help them avoid the types of mistakes that slowed emergency responders' search for a patient who died just a few feet from CHA Somerville Hospital's emergency room, according to The Boston Globe.
The more than 5,000 operators working in Massachusetts will be taught to pay closer attention to any information on the specific location an emergency caller gives. Additionally, a training module will better teach operators how to handle asthmatic callers or anyone else having trouble breathing.
The Boston Globe Magazine published a story Nov. 3 about the death of Laura Levis, who suffered an asthma attack Sept. 16, 2016.
The article, written by Ms. Levis' husband Peter DeMarco, details the hospital's communication errors, overburdened staff and lack of fail-safes that affected first responders and caused Ms. Levis to suffer cardiac arrest in front of Somerville Hospital's ER.
Ms. Levis was admitted to the hospital's intensive care unit before dying on Sept. 22, 2016, at 34 years old.
The hospital publicly apologized Nov. 7 for failing to meet its own transparency and accountability standards in Ms. Levis' death.
State 911 leaders pledged the call-taking protocol changes to Mr. DeMarco in person, apologizing for failing Ms. Levis and thanking him for sharing her story to improve 911 calls.
"There's no way Laura's call can’t change what we do, because we're sitting here today, and we shouldn't be," said Matthew Barstow, director of telecommunications for the state police. "And you shouldn't be."