Evaluating a training intervention for improving alignment between emergency medical telephone operators and callers: a pilot study of communication behaviours

Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine

Jon Erik Steen-Hansen¹  Owen Matthew Truscott Thomas²  Jennifer Gerwing²  Pål Gulbrandsen³  Olav Eielsen⁴  Trond Mjaaland⁵  Bård Fossli Jensen⁵ 

[1] Division of Prehospital Care, Vestfold Hospital Trust, Box 2168, NO-3103, Tønsberg, Norway;Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, Lørenskog, Norway;Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, Lørenskog, Norway;Institute of Clinical Medicine, University of Oslo, PO box 1171, Blindern, 0318, Oslo, Norway;NorSahel, Fjonevegen 72, 3855, Treungen, Norway;Somsagt AS, Forskningsparken / Oslo Science Park, Gaustadalleen 21, 0349, Oslo, Norway;

关键词: Emergency medical services dispatch;    Emergency medical communication Centre;    Emergency calls;    Communication;    Communication training;    Empathy;    Norway;   

DOI  :  10.1186/s13049-021-00917-y

来源: Springer

【 摘 要 】

BackgroundCalls to emergency medical lines are an essential component in the chain of survival. Operators make critical decisions based on information they elicit from callers. Although smooth cooperation is necessary, the field lacks evidence-based guidelines for how to achieve it while adhering to strict parameters of index-driven questioning. We aimed to evaluate the effect of a training intervention for emergency medical operators at a call centre in Tønsberg, Norway. The course was designed to enhance operators’ communication skills for smoothing cooperation with callers.MethodsCalls were analyzed using inductively developed coding based on the course rationale and content. To evaluate whether the course generated consolidated behavioral change in everyday practice, the independent analyst evaluated 32 calls, selected randomly from eight operators, two calls before and two after course completion. To measure whether skill attainment delayed decision making, we compared the time to the first decision logged by intervention operators to eight control operators. Analysis included 3034 calls: 1375 to intervention operators (T1 = 815; T2 = 560) and 1659 to control operators (T1 = 683; T2 = 976).ResultsOperators demonstrated improved behaviours on how they greeted the caller (p < .001), acknowledged the caller (p < .001), and displayed empathy (p = 0.015). No change was found in the use of open-ended questions and agreeing with the caller. Contrary to expectations, operators who took the course logged first decisions more quickly than the control group (p < .001).ConclusionsThis pilot study demonstrated that the training intervention generated behavioural change in these operators, providing justification for scaling up the intervention.

【 授权许可】

CC BY