When seconds count: A study of communication variables in the opening segment of emergency calls.

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.

journal_name

J Health Psychol

authors

Penn C,Koole T,Nattrass R

doi

10.1177/1359105315625357

subject

Has Abstract

pub_date

2017-09-01 00:00:00

pages

1256-1264

issue

10

eissn

1359-1053

issn

1461-7277

pii

1359105315625357

journal_volume

22

pub_type

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