Difference between revisions of "Penn2016"
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|Author(s)=Claire Penn; Tom Koole; Rhona Nattrass; | |Author(s)=Claire Penn; Tom Koole; Rhona Nattrass; | ||
|Title=When seconds count: A study of communication variables in the opening segment of emergency calls | |Title=When seconds count: A study of communication variables in the opening segment of emergency calls | ||
| − | |Tag(s)=EMCA; communication variables; emergency calls; emergency medical services; opening sequence; experiment; South Africa | + | |Tag(s)=EMCA; communication variables; emergency calls; emergency medical services; opening sequence; experiment; South Africa; needs review |
|Key=Penn2016 | |Key=Penn2016 | ||
|Publisher=SAGE Publications | |Publisher=SAGE Publications | ||
| Line 9: | Line 9: | ||
|Month=feb | |Month=feb | ||
|Journal=Journal of Health Psychology | |Journal=Journal of Health Psychology | ||
| + | |Volume=22 | ||
| + | |Number=10 | ||
| + | |Pages=1256-1264 | ||
|URL=http://dx.doi.org/10.1177/1359105315625357 | |URL=http://dx.doi.org/10.1177/1359105315625357 | ||
|DOI=10.1177/1359105315625357 | |DOI=10.1177/1359105315625357 | ||
|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. | |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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Revision as of 03:30, 27 September 2017
| 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 | SAGE Publications |
| Year | 2016 |
| Language | |
| City | |
| Month | feb |
| Journal | Journal of Health Psychology |
| Volume | 22 |
| Number | 10 |
| Pages | 1256-1264 |
| URL | Link |
| DOI | 10.1177/1359105315625357 |
| ISBN | |
| Organization | |
| Institution | |
| School | |
| Type | |
| Edition | |
| Series | |
| Howpublished | |
| Book title | |
| Chapter | |
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.
Notes
