Towards the Improvement of Emergency Call Service

2021 ◽  
Vol 16 (1) ◽  
pp. 41
Author(s):  
Miha Ristič ◽  
Franc Novak
Keyword(s):  
Emergency Call

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.

scholarly journals Emergency medical dispatchers’ ability to identify large vessel occlusion stroke during emergency calls

2021 ◽  
Vol 29 (1) ◽  
Author(s):  
Pauli E. T. Vuorinen ◽  
Jyrki P. J. Ollikainen ◽  
Pasi A. Ketola ◽  
Riikka-Liisa K. Vuorinen ◽  
Piritta A. Setälä ◽  
...  
Keyword(s):  
Emergency Department ◽  
Ischemic Stroke ◽  
Acute Ischemic Stroke ◽  
Large Vessel ◽  
Emergency Call ◽  
Large Vessel Occlusion ◽  
Vessel Occlusion ◽  
Emergency Response System ◽  
Emergency Medical ◽  
Cortical Ischemia

Abstract Background In acute ischemic stroke, conjugated eye deviation (CED) is an evident sign of cortical ischemia and large vessel occlusion (LVO). We aimed to determine if an emergency dispatcher can recognise LVO stroke during an emergency call by asking the caller a binary question regarding whether the patient’s head or gaze is away from the side of the hemiparesis or not. Further, we investigated if the paramedics can confirm this sign at the scene. In the group of positive CED answers to the emergency dispatcher, we investigated what diagnoses these patients received at the emergency department (ED). Among all patients brought to ED and subsequently treated with mechanical thrombectomy (MT) we tracked the proportion of patients with a positive CED answer during the emergency call. Methods We collected data on all stroke dispatches in the city of Tampere, Finland, from 13 February 2019 to 31 October 2020. We then reviewed all patient records from cases where the dispatcher had marked ‘yes’ to the question regarding patient CED in the computer-aided emergency response system. We also viewed all emergency department admissions to see how many patients in total were treated with MT during the period studied. Results Out of 1913 dispatches, we found 81 cases (4%) in which the caller had verified CED during the emergency call. Twenty-four of these patients were diagnosed with acute ischemic stroke. Paramedics confirmed CED in only 9 (11%) of these 81 patients. Two patients with positive CED answers during the emergency call and 19 other patients brought to the emergency department were treated with MT. Conclusion A small minority of stroke dispatches include a positive answer to the CED question but paramedics rarely confirm the emergency medical dispatcher’s suspicion of CED as a sign of LVO. Few patients in need of MT can be found this way. Stroke dispatch protocol with a CED question needs intensive implementation.

scholarly journals Development of Speech Recognition Systems in Emergency Call Centers

Symmetry ◽  
2021 ◽  
Vol 13 (4) ◽  
pp. 634
Author(s):  
Alakbar Valizada ◽  
Natavan Akhundova ◽  
Samir Rustamov
Keyword(s):  
Speech Recognition ◽  
Markov Model ◽  
Hidden Markov ◽  
Call Centers ◽  
The Other ◽  
Language Models ◽  
Emergency Call ◽  
Acoustic Model ◽  
Different Types ◽  
Recognition Systems

In this paper, various methodologies of acoustic and language models, as well as labeling methods for automatic speech recognition for spoken dialogues in emergency call centers were investigated and comparatively analyzed. Because of the fact that dialogue speech in call centers has specific context and noisy, emotional environments, available speech recognition systems show poor performance. Therefore, in order to accurately recognize dialogue speeches, the main modules of speech recognition systems—language models and acoustic training methodologies—as well as symmetric data labeling approaches have been investigated and analyzed. To find an effective acoustic model for dialogue data, different types of Gaussian Mixture Model/Hidden Markov Model (GMM/HMM) and Deep Neural Network/Hidden Markov Model (DNN/HMM) methodologies were trained and compared. Additionally, effective language models for dialogue systems were defined based on extrinsic and intrinsic methods. Lastly, our suggested data labeling approaches with spelling correction are compared with common labeling methods resulting in outperforming the other methods with a notable percentage. Based on the results of the experiments, we determined that DNN/HMM for an acoustic model, trigram with Kneser–Ney discounting for a language model and using spelling correction before training data for a labeling method are effective configurations for dialogue speech recognition in emergency call centers. It should be noted that this research was conducted with two different types of datasets collected from emergency calls: the Dialogue dataset (27 h), which encapsulates call agents’ speech, and the Summary dataset (53 h), which contains voiced summaries of those dialogues describing emergency cases. Even though the speech taken from the emergency call center is in the Azerbaijani language, which belongs to the Turkic group of languages, our approaches are not tightly connected to specific language features. Hence, it is anticipated that suggested approaches can be applied to the other languages of the same group.

An analysis of spoken language expression during simulated emergency call triage

2005 ◽  
Vol 12 (2) ◽  
pp. 72-77 ◽  
Author(s):  
Naoto Morimura ◽  
Junya Ishikawa ◽  
Yoichi Kitsuta ◽  
Kyota Nakamura ◽  
Masaki Anze ◽  
...  
Keyword(s):  
Spoken Language ◽  
Emergency Call

‘I think he’s dead’: A cohort study of the impact of caller declarations of death during the emergency call on bystander CPR

Resuscitation ◽  
2021 ◽  
Vol 160 ◽  
pp. 1-6
Author(s):  
Marine Riou ◽  
Stephen Ball ◽  
Alani Morgan ◽  
Sheryl Gallant ◽  
Nirukshi Perera ◽  
...  
Keyword(s):  
Cohort Study ◽  
Emergency Call ◽  
Bystander Cpr ◽  
The Impact

scholarly journals Mobile Application Design Emergency Medical Call for the Deaf using UCD Method

2018 ◽  
Vol 12 (3) ◽  
pp. 168 ◽  
Author(s):  
Risald Risald ◽  
Suyoto Suyoto ◽  
Albertus Joko Santoso
Keyword(s):  
Hearing Loss ◽  
Emergency Situation ◽  
Emergency Call ◽  
Medical Emergency ◽  
Deaf People ◽  
User Centered Design ◽  
Emergency Situations ◽  
The People ◽  
Emergency Event ◽  
Audio Communication

<p>Deaf or hearing loss is a condition of inability to hear something, either totally or partially. Hearing loss greatly affects the life of a person in communicating with the people around him. Deaf people will be very difficult when in a medical emergency, this is because the medical emergency situation requires fast action.</p><p>          The Healthy Phone application is a mobile medical emergency call application that can help people with hearing impaired when in emergency situations. With the Healthy Phone application, the user only needs to select an icon that suits the situation encountered in touchscreen mobile device then the message will be sent to the nearest hospital.</p>                To search for icons corresponding to emergencies, the User Centered Design (UCD) method is used. This application is very helpful for deaf people because this application does not require audio communication and user location is also sent automatically to the nearest hospital. The results were analyzed using four emergency event scenarios with a total score of 87% and an average user time of less than 0:42 sec indicating that the study was successful in designing a mobile medical emergency call application according to user requirements.

Abstract 13248: The Impact of Instructions for Covering the Mouth and the Nose on Dispatch-Assisted Cardiopulmonary Resuscitation

Circulation ◽  
2021 ◽  
Vol 144 (Suppl_2) ◽  
Author(s):  
Hidetada Fukushima ◽  
Hideki Asai ◽  
Koji Yamamoto ◽  
Yasuyuki Kawai
Keyword(s):  
Cardiopulmonary Resuscitation ◽  
Median Time ◽  
Chest Compression ◽  
Fire Department ◽  
Emergency Call ◽  
Time Interval ◽  
Time Intervals ◽  
Median Time Interval ◽  
Study Results ◽  
The Impact

Introduction: Under the SARS-CoV-2 pandemic, rescuers are recommended to cover their mouth and nose with a facemask or a cloth as well as victim’s mouth and nose when performing cardiopulmonary resuscitation (CPR). However, its impact on dispatch-assisted CPR (DACPR) has not been investigated well. Hypothesis: DACPR including the instruction for covering the rescuer’s and the victim’s mouth and nose can significantly delay the start of the first chest compression. Methods: We retrospectively analyzed DACPR records of the Nara Wide Area Fire Department, covering population of 853,000/3361km 2 , in Japan. We investigated the key time intervals of 505 DACPR records between May 2020 and March 2021. We also compared the results to that of the same period in 2019 (535 records). Results: Dispatchers failed to provide mask instruction in 322 cases (63.8%). The median time interval from the emergency call and the start of CPR instruction was longer in 2020 (197 seconds vs 190 seconds, p=0.641). The time to the first chest compression was also delayed in 2020 (264 seconds vs 246 seconds, p=0.015). Among the cases that dispatchers successfully provided mask instruction (183 cases, 36.2%), median time intervals to the start of instruction and the first chest compression were relatively faster than cases without mask instruction (177 seconds vs 211 seconds and 254 seconds vs 269.5 seconds, respectively). Conclusions: Dispatchers failed to provide mask instruction in the majority of CA cases. However, our study results indicate that the impact of mask instruction on DACPR can be minor in terms of immediate CPR provision.

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