Difference between revisions of "Penn2016"
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{{BibEntry | {{BibEntry | ||
| + | |BibType=ARTICLE | ||
| + | |Author(s)=Claire Penn; Tom Koole; Rhona Nattrass; | ||
| + | |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; needs review | ||
|Key=Penn2016 | |Key=Penn2016 | ||
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|Year=2016 | |Year=2016 | ||
| − | | | + | |Language=English |
|Journal=Journal of Health Psychology | |Journal=Journal of Health Psychology | ||
| − | |URL= | + | |Volume=22 |
| + | |Number=10 | ||
| + | |Pages=1256–1264 | ||
| + | |URL=https://journals.sagepub.com/doi/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 | + | |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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Latest revision as of 08:21, 17 December 2019
| 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 |
| City | |
| Month | |
| 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
