How to Stop a Dementia Patient From Calling 911?

According to the Alzheimer's Association, repetitive behaviors are common in dementia patients, and calling 911 unnecessarily can be a recurring and stressful issue for caregivers and emergency services. Understanding the root cause of these calls is the first step toward effective management and is crucial for learning how to stop a dementia patient from calling 911 without causing further distress. This guide offers compassionate strategies and technological solutions to help manage this challenging behavior.

Quick Summary

Caregivers can address a dementia patient's repetitive and unnecessary 911 calls by identifying behavioral triggers like fear or confusion. Gentle distraction and validation are effective de-escalation tactics. Specialized phone services can divert or monitor emergency calls, while environmental changes and consistent routines promote a calmer setting. It is important to avoid arguing or taking away devices, and to involve a doctor to rule out underlying medical issues.

Key Points

• Identify the Cause: Understand that calls result from fear, confusion, or delusions, not malicious intent. Look for triggers like physical pain, loneliness, or environmental factors.

• Stay Calm and Reassure: When a false alarm happens, respond with a calm, gentle tone and validate their feelings, rather than arguing about the facts.

• Use Distraction Techniques: Shift the person's focus by offering a favorite snack, playing music, or engaging them in a simple, enjoyable activity.

• Implement Specialized Phone Service: Use a subscription service like teleCalm or RAZ Mobility that diverts or monitors emergency calls from dementia patients, alerting caregivers first.

• Establish a Consistent Routine: Predictable daily schedules reduce anxiety and confusion, which can decrease the impulse to call for help.

• Create a Dementia-Friendly Environment: Minimize clutter, reduce noise, and optimize lighting to create a calm, reassuring atmosphere.

• Consult a Doctor and Inform First Responders: Get a medical evaluation to rule out physical causes. Pre-emptively inform local emergency services about the dementia diagnosis and provide them with a detailed information sheet.

Understanding Why a Dementia Patient Calls 911

False emergency calls from a person with dementia often stem from confusion, paranoia, or loneliness, not malice. The brain changes caused by dementia can create an altered sense of reality, leading a person to believe they are in danger or need immediate help. Some common reasons include:

• Delusions and paranoia: A person may believe they are being held hostage, that someone is breaking in, or that their items have been stolen. These are real emergencies in their minds.
• Fear and anxiety: Sundowning, which is increased confusion and agitation in the late afternoon and evening, can trigger heightened anxiety that feels like a crisis.
• Loneliness and isolation: Calling 911 may be a cry for help or companionship, especially if they feel neglected or bored.
• Physical discomfort: Pain or illness, such as a urinary tract infection (UTI), can manifest as agitation or an urgency to seek help because they cannot communicate their discomfort effectively.
• Repetitive behaviors: Forgetting they have just called, they may repeat the action, especially if they are fixated on a specific problem.

Immediate and Short-Term Strategies

When a call happens, your immediate response is critical. The key is to remain calm and reassuring, addressing the person's feelings rather than the flawed facts.

Handle the Immediate Situation

1. Stay calm and speak gently: Your tone of voice and body language are more important than your words. A calm, soft voice can de-escalate their anxiety.
2. Acknowledge their feelings: Validate their fears without confirming the delusion. Instead of arguing, say something like, “I understand you feel scared, but everything is okay, and I am here with you.”
3. Redirect and distract: Shift their focus with a pleasant activity. Look at a photo album, offer a favorite snack, turn on soothing music, or go for a short walk.
4. Inform emergency services: When first responders arrive, calmly explain that your loved one has dementia. Provide them with a prepared document listing their medical conditions, medications, and allergies.
5. Look for environmental triggers: Check if loud noises, shadows, or clutter may have triggered the distress. Turn off the TV if violent or upsetting scenes are playing, as they may be perceived as real.

Manage the Aftermath of a False Call

After an incident, it is essential to manage the stress for both of you. Acknowledge your own frustration but do not express it to the patient. Create a plan for the next time, focusing on prevention and a consistent response.

Proactive and Long-Term Prevention

Long-term solutions focus on addressing the underlying causes of the behavior. These strategies aim to reduce the anxiety and confusion that lead to unnecessary emergency calls.

Environmental and Routine Adjustments

• Establish a consistent daily routine: A predictable schedule for meals, bathing, and activities can reduce anxiety and confusion.
• Reduce clutter and noise: A calm, well-lit environment minimizes disorientation and potential triggers for distress.
• Modify access to phones: Consider moving the phone out of sight, but do not take it away entirely, as this can increase feelings of isolation.
• Create communication aids: A large, visible list of family and friends with pictures can help them call the right person instead of 911. Notes like, “Jane will call at 2 p.m.” can also provide reassurance.

Technological Solutions for Phone Management

Several specialized phone services are designed to manage repetitive or inappropriate calls from individuals with dementia.

Feature	Specialized Phone Service (e.g., teleCalm, RAZ)	Standard Phone (Landline/Smartphone)
Emergency Call Handling	Routes 911 calls to a caregiver-monitored agent first, who can assess the situation and contact 911 if a real emergency exists.	Dials 911 directly, resulting in an emergency response regardless of necessity.
Repeat Dialing	Automatically blocks repeated calls to the same number within a short period, playing a gentle redirect message instead.	Offers no protection, allowing for potentially dozens of repeat calls, adding stress for families.
Remote Management	Caregivers can manage contacts and settings remotely via a mobile app, reducing frustration for the patient.	No remote management capabilities, requiring hands-on adjustment or locking features.
Ease of Use	Features large buttons, picture contacts, and simplified interfaces tailored for cognitive impairment.	Standard, often complex interfaces that can cause confusion and frustration.
Cost	Subscription-based services incur an annual or monthly fee.	Standard costs for phone service, but may result in fines for frequent false emergency calls.

Medical Evaluation and Professional Support

• Consult a doctor: A medical professional can help identify and treat any underlying medical issues, such as infections or medication side effects, that could be causing behavioral changes.
• Consider behavioral therapy: A therapist or dementia specialist can provide further guidance on managing specific behaviors.
• Seek caregiver support: Connect with support groups like ALZConnected through the Alzheimer's Association to share experiences and learn from other caregivers.

What to Do When the Police Arrive

It is essential to have a plan for when emergency services respond to a false alarm. The goal is to provide responders with the information they need to handle the situation compassionately and safely.

Before an incident:

• Create a cheat sheet: Keep a clear, concise document near the phone with your loved one’s name, diagnosis, emergency contact information, and relevant medical details. Inform dispatchers of the situation and the document's existence.
• Communicate with local services: Contact your local police or EMS non-emergency line to let them know a person with dementia lives at your address. Provide them with key information and request that they approach the situation calmly.

During an incident:

• Greet responders calmly: Meet them at the door and explain the situation clearly, stating that your loved one has dementia.
• Provide background: Explain why the person might have called and offer the information sheet you prepared.
• Reassure the patient: Stay with your loved one, provide comfort, and encourage them to cooperate with responders.

Conclusion

Managing a dementia patient who repeatedly calls 911 is a significant challenge for caregivers, but it is manageable with the right strategies. By understanding the underlying causes—which often involve fear, confusion, and loneliness—caregivers can respond with patience and empathy. Combining immediate de-escalation techniques with long-term solutions, such as establishing routines, making environmental adjustments, and exploring specialized phone technology, provides a comprehensive approach. A critical step is to involve healthcare professionals and inform local emergency services to ensure both the patient's safety and a compassionate response. While removing a phone might seem like a simple fix, better options exist that maintain a sense of connection without disrupting emergency services. Learn more about managing dementia behaviors from the Alzheimer's Association.

Frequently Asked Questions

Why does a dementia patient repeatedly call 911 for no reason?

Dementia patients often call 911 due to fear, confusion, or loneliness caused by their condition. They may experience delusions or paranoia, believing they are in danger or that someone is breaking in. Repetitive behaviors, where they forget they have just made a call, are also common.

What is the best way to calm a dementia patient who is trying to call 911?

The best approach is to remain calm, speak in a gentle, reassuring tone, and validate their feelings without confirming any delusions. Use distraction techniques like playing soothing music, looking at old photos, or offering a snack to shift their focus.

Should I take the phone away from a dementia patient?

Taking a phone away can increase feelings of isolation and agitation. A better solution is to use specialized phone services designed for dementia patients, which can manage and redirect calls without completely removing their access to communication.

Are there special phones for dementia patients that stop 911 calls?

Yes, services like teleCalm and RAZ Mobility offer special phone systems for people with dementia. These services can divert 911 calls to a monitored dispatch agent or caregiver, preventing unnecessary emergency responses while ensuring safety.

How can I prevent a dementia patient from becoming agitated and anxious?

Establishing a consistent daily routine can reduce anxiety. Keeping the home environment calm, well-lit, and clutter-free also helps. Address potential triggers like loud noises, upsetting TV programs, or physical discomfort.

What should I tell the 911 dispatcher or first responders if they arrive for a false alarm?

When first responders arrive, calmly explain that your loved one has dementia. Provide them with a pre-prepared information sheet containing the patient's diagnosis, medications, and any calming strategies that work for them.

How can I inform local emergency services about my loved one's dementia?

Contact your local police or EMS non-emergency number to alert them that a person with dementia lives at your address. Having an information sheet ready for first responders in case of an emergency is also a good practice.