Penn2016
| Penn2016 | |
|---|---|
| BibType | ARTICLE |
| Key | Penn2016 |
| Author(s) | Claire Penn, Tom Koole, Rhona Nattrass |
| Title | When seconds count: A study of communication variables in the opening segment of emergency calls |
| Editor(s) | |
| Tag(s) | EMCA, communication variables, emergency calls, emergency medical services, opening sequence, experiment, South Africa, needs review |
| Publisher | |
| Year | 2016 |
| Language | English |
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| Month | |
| Journal | Journal of Health Psychology |
| Volume | 22 |
| Number | 10 |
| Pages | 1256–1264 |
| URL | Link |
| DOI | 10.1177/1359105315625357 |
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Abstract
The opening sequence of an emergency call influences the efficiency of the ambulance dispatch time. The greeting sequences in 105 calls to a South African emergency service were analysed. Initial results suggested the advantage of a specific two-part opening sequence. An on-site experiment aimed at improving call efficiency was conducted during one shift (1100 calls). Results indicated reduced conversational repairs and a significant reduction of 4 seconds in mean call length. Implications for systems and training are derived.
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