'Tell me exactly what's happened': When linguistic choices affect the efficiency of emergency calls for cardiac arrest

RESUSCITATION

卷:117

Article

Riou, Marine¹  Ball, Stephen¹  Williams, Teresa A.^1,2,3,4  Whiteside, Austin²  O'Halloran, Kay L.⁵  Bray, Janet^1,6  Perkins, Gavin D.^7,8  Smith, Karen^3,6,9,10  Cameron, Peter⁶  Fatovich, Daniel M.^1,3,4,11  Inoue, Madoka¹  Bailey, Paul^1,2  Brink, Deon^1,2  Finn, Judith^1,2,3,6 

[1] Curtin Univ, Sch Nursing Midwifery & Paramed, Prehosp, Resuscitat & Emergency Care Res Unit PRECRU, Bentley, WA 6102, Australia

[2] St John Ambulance WA, Belmont, WA 6104, Australia

[3] Univ Western Australia, Emergency Med, Crawley, WA 6009, Australia

[4] Royal Perth Hosp, Perth, WA 6001, Australia

[5] Curtin Univ, Sch Educ, Bentley, WA 6102, Australia

[6] Monash Univ, Dept Epidemiol & Prevent Med, Melbourne, Vic 3004, Australia

[7] Univ Warwick, Warwick Clin Trials Unit, Coventry CV4 7AL, W Midlands, England

[8] Univ Warwick, Heart England NHS Fdn Trust, Coventry CV4 7AL, W Midlands, England

[9] Monash Univ, Dept Community Emergency Hlth & Paramed Practice, Melbourne, Vic 3004, Australia

[10] Ambulance Victoria, Blackburn North, Vic 3130, Australia

[11] Harry Perkins Inst Med Res, Ctr Clin Res Emergency Med, Nedlands, WA 6009, Australia

关键词: Out-of-hospital cardiac arrest;    Emergency medical services;    Dispatch;    Emergency calls;    Communication;    Conversation analysis;   

DOI  :  10.1016/j.resuscitation.2017.06.002

来源: Elsevier

【 摘 要 】

Background: Clear and efficient communication between emergency caller and call-taker is crucial to timely ambulance dispatch. We aimed to explore the impact of linguistic variation in the delivery of the prompt okay, tell me exactly what happened on the way callers describe the emergency in the Medical Priority Dispatch System (R). Methods: We analysed 188 emergency calls for cases of paramedic-confirmed out-of-hospital cardiac arrest. We investigated the linguistic features of the prompt okay, tell me exactly what happened in relation to the format (report vs. narrative) of the caller's response. In addition, we compared calls with report vs. narrative responses in the length of response and time to dispatch. Results: Callers were more likely to respond with a report format when call-takers used the present perfect (what's happened) rather than the simple past (what happened) (Adjusted Odds Ratio [AOR] 4.07; 95% Confidence Interval [95% CI] 2.05-8.28, p < 0.001). Reports were significantly shorter than narrative responses (9 s vs. 18 s, p < 0.001), and were associated with less time to dispatch (50 s vs. 58s, p = 0.002). Conclusion: These results suggest that linguistic variations in the way the scripted sentences of a protocol are delivered can have an impact on the efficiency with which call-takers process emergency calls. A better understanding of interactional dynamics between caller and call-taker may translate into improvements of dispatch performance. (C) 2017 Elsevier B.V. All rights reserved.

【 授权许可】

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