scholarly journals Aligning caller and call-taker

2017 ◽  
Vol 8 (1) ◽  
pp. 129-153 ◽  
Author(s):  
Tom Koole ◽  
Nina Verberg
Keyword(s):  
Emergency Call ◽  
Call Centre ◽  
Corpus Study ◽  
Emergency Calls ◽  
Wh Questions ◽  
Emergency Call Centre ◽  
Alternative Questions ◽  
Alternative Question ◽  
National Emergency ◽  
Question Formats

Abstract This paper reports on conversation analytic research for the Dutch national emergency call-centre. In a corpus study of 120 emergency calls we show that callers’ orientations to their communicative tasks are not aligned to the institutional communicative tasks of the call-takers. In a subsequent workplace experiment involving over 2000 calls, it appeared that the use of an alternative question rather than a wh-question, significantly altered callers’ emergency deliveries and adapted them to call-takers’ communicative needs. The analysis shows two aspects of callers’ responses to the different question formats: (i) The alternative questions produced significantly more type-conforming answers than the wh-questions, and also (ii) callers treated their non-conforming answer to alternative question more often as dispreferred than their non-conforming answers to wh-questions. Callers thus treated the preference for type-conformity to be stronger for alternative questions than for wh-questions.

Emergency Number 112: Its Nature and the Need to Educate the Public in Poland

2019 ◽  
Vol 32 (32) ◽  
pp. 128-148
Author(s):  
Barbara Kaczmarczyk ◽  
Karolina Lis
Keyword(s):  
Statistical Data ◽  
Call Centre ◽  
Empirical Methods ◽  
Telephone Number ◽  
The Public ◽  
Emergency Calls ◽  
Adequate Education ◽  
Emergency Call Centre ◽  
The Republic ◽  
State Of Affairs

BACKGROUND: According to statistical data, since 2014, only about 20% of incoming calls to the emergency call centre have been actual emergency calls, others are classified as non-emergency or false calls. This leads to the question: Why is this situation happening in the Republic of Poland? OBJECTIVES: The aim of this article is to show the public’s awareness with regard to the purpose of 112 emergency number and to indicate the causes and effects of the discussed phenomenon as well as proposals aimed at changing the existing state of affairs. METHODOLOGY: Theoretical and empirical methods were used. An analysis was made of, inter alia, available literature on security and education for safety, sources of law and reports on the functioning of the emergency communication system. Interviews with experts, who are the 112 emergency number operators, were also conducted. CONCLUSIONS: There are many problems generated by the Polish citizens that prevent the proper functioning of the 112 emergency telephone number. The reasons lie primarily in two areas: the lack of adequate education within the context of all social groups and the lack of strict penalties for deliberate performing non-emergency calls or blocking the emergency line.

Improving the health and safety of 911 emergency call centre agents: an evaluability assessment of a knowledge transfer strategy

2016 ◽  
Vol 23 (1) ◽  
pp. 50-59 ◽  
Author(s):  
Christian Dagenais ◽  
Laurence Plouffe ◽  
Charles Gagné ◽  
Georges Toulouse ◽  
Andrée-Anne Breault ◽  
...  
Keyword(s):  
Knowledge Transfer ◽  
Health And Safety ◽  
Emergency Call ◽  
Call Centre ◽  
Evaluability Assessment ◽  
Emergency Call Centre

Local Expertise at an Emergency Call Centre

ECSCW 2005 ◽  
2006 ◽  
pp. 347-366 ◽  
Author(s):  
Maria Normark ◽  
Dave Randall
Keyword(s):  
Emergency Call ◽  
Call Centre ◽  
Emergency Call Centre

scholarly journals Operating an eHealth System for Prehospital and Emergency Health Care Support in Light of Covid-19

2021 ◽  
Vol 3 ◽  
Author(s):  
Efthyvoulos Kyriacou ◽  
Zinonas Antoniou ◽  
George Hadjichristofi ◽  
Prokopios Fragkos ◽  
Chris Kronis ◽  
...  
Keyword(s):  
Electronic System ◽  
Emergency Call ◽  
Call Centre ◽  
Emergency Calls ◽  
Ambulance Dispatch ◽  
Reference Hospital ◽  
Call Handling ◽  
Critical Patients ◽  
One Year ◽  
The Impact

Introduction: The support of prehospital and emergency call handling and the impact of Covid-19 is discussed throughout this study. The initial purpose was to create an electronic system (eEmergency system) in order to support, improve, and help the procedure of handling emergency calls. This system was expanded to facilitate needed operation changes for Covid-19.Materials and Methods: An effort to reform the procedures followed for emergency call handling and Ambulance dispatch started on the Island of Cyprus in 2016; along that direction, a central call centre was created. The electronic system presented in this work was designed for this call centre and the new organization of the ambulance services. The main features are the support for ambulance fleet handling, the support for emergency call evaluation and triage procedure, and the improvement of communication between the call centre and the ambulance vehicles. This system started regular operation at the end of 2018. One year later, when Covid-19 period started, we expanded it with the addition of several new features in order to support the handling of patients infected with the new virus.Results: This system has handled 112,414 cases during the last 25 months out of which 4,254 were Covid-19 cases. These cases include the transfer of patients from their house to the reference hospital, or the transfer of critical patients from the reference hospital to another hospital with an intensive care unit or transfer of patients from one hospital to another one for other reasons, like the number of admissions.Conclusion: The main purpose of this study was to create an electronic system (eEmergency system) in order to support, improve, and help the procedure of handling emergency calls. The main components and the architecture of this system are outlined in this paper. This system is being successfully used for 25 months and has been a useful tool from the beginning of the pandemic period of Covid-19.

scholarly journals Medical dispatchers’ perception of the interaction with the caller during emergency calls - a qualitative study

2021 ◽  
Vol 29 (1) ◽  
Author(s):  
Thea Palsgaard Møller ◽  
Hejdi Gamst Jensen ◽  
Søren Viereck ◽  
Freddy Lippert ◽  
Doris Østergaaard
Keyword(s):  
Public Awareness ◽  
Emergency Call ◽  
Awareness Campaigns ◽  
Emergency Calls ◽  
Modifiable Factors ◽  
Qualitative Interview Study ◽  
Call Process ◽  
Complex Procedure ◽  
Call Handling ◽  
Emergency Medical Dispatchers

Abstract Background Medical dispatching is a highly complex procedure and has an impact upon patient outcome. It includes call-taking and triage, prioritization of resources and the provision of guidance and instructions to callers. Whilst emergency medical dispatchers play a key role in the process, their perception of the process is rarely reported. We explored medical dispatchers’ perception of the interaction with the caller during emergency calls. Secondly, we aimed to develop a model for emergency call handling based on these findings. Methods To provide an in-depth understanding of the dispatching process, an explorative qualitative interview study was designed. A grounded theory design and thematic analysis were applied. Results A total of 5 paramedics and 6 registered nurses were interviewed. The emerging themes derived from dispatchers’ perception of the emergency call process were related to both the callers and the medical dispatchers themselves, from which four and three themes were identified, respectively. Dispatchers reported that for callers, the motive for calling, the situation, the perception and presentation of the problem was influencing factors. For the dispatchers the expertise, teamwork and organization influenced the process. Based on the medical dispatchers´ perception, a model of the workflow and interaction between the caller and the dispatcher was developed based on themes related to the caller and the dispatcher. Conclusions According to medical dispatchers, the callers seem to lack knowledge about best utilization of the emergency number and the medical dispatching process, which can be improved by public awareness campaigns and incorporating information into first aid courses. For medical dispatchers the most potent modifiable factors were based upon the continuous professional development of the medical dispatchers and the system that supports them. The model of call handling underlines the complexity of medical dispatching that embraces the context of the call beyond clinical presentation of the problem.

Sign in / Sign up

Export Citation Format

Share Document