"呼救:我需要你倾听'':对呼叫者拨打紧急医疗通信中心电话的体验进行定性研究

Trine Berglie Spjeldnæs, Kristine A. Vik Nilsen, Lars Myrmel, Jan-Oddvar Sørnes, Guttorm Brattebø
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引用次数: 0

摘要

紧急医疗通信中心(EMCC)在紧急情况下至关重要,通常是公众与医疗系统的第一次接触。以往的研究主要侧重于调度员的视角。因此,对呼叫者的视角缺乏深入了解,而了解呼叫者的视角可能会大大有助于提高这项重要公共服务的质量。目前,大多数电话都是通过手机拨打的,这就为利用短信服务(SMS)等工具获取呼叫者反馈开辟了新的途径。因此,本研究旨在更好地了解来电者的实际体验以及他们如何看待与紧急呼叫中心的互动。本研究采用了定量和定性相结合的研究方法。我们向过去几个月中联系过 113 的所有人的手机号码发送了短信调查。随后,与满意或不满意的人进行了 31 次半结构式访谈。对访谈进行了主题分析。我们向 4807 个号码发送了短信调查,共收到 1680 份回复(35%)。大多数受访者(88%)表示满意,在六分制中将他们的体验评价为 5 分或 6 分,5% 的受访者回答 1 分或 2 分。访谈显示,来电者在拨打 113 之前都处于困境之中。通过积极倾听和认真对待来电者,并肯定拨打紧急号码是正确的选择,紧急呼叫中心让来电者体验到了被帮助和满意的感觉,无论救护车是否被派往其所在位置。如果呼叫者觉得自己没有被认真对待或没有被倾听,他们的满意度就会降低。负面的经历可能会导致呼叫者提高痛苦阈值,并在下次联系 113 前调整策略。有正面经历的来电者对医疗系统表示出更多的信任。对呼叫者而言,最重要的是被认真对待和倾听。此外,他们欢迎调度员表达同理心,并肯定呼叫者拨打紧急医疗呼叫中心是正确的选择,因为这对与呼叫者的沟通有积极影响。113 个电话的目的是合作找到解决来电者问题的办法。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
“Calling for help: i need you to listen’’: a qualitative study of callers’ experience of calls to the emergency medical communication centre
The Emergency Medical Communications Center (EMCC) is essential in emergencies and often represents the public’s first encounter with the healthcare system. Previous research has mainly focused on the dispatcher’s perspective. Therefore, there is a lack of insight into the callers’ perspectives, the attainment of which may contribute significantly to improving the quality of this vital public service. Most calls are now made from mobile phones, opening up novel approaches for obtaining caller feedback using tools such as short-message services (SMS). Thus, this study aims to obtain a better understanding of callers’ actual experiences and how they perceived their interaction with the EMCC. A combination of quantitative and qualitative study methods was used. An SMS survey was sent to the mobile phone numbers of everyone who had contacted 113 during the last months. This was followed by 31 semi-structured interviews with people either satisfied or dissatisfied. Thematic analysis was used to investigate the interviews. We received 1680 (35%) responses to the SMS survey, sent to 4807 unique numbers. Most respondents (88%) were satisfied, evaluating their experience as 5 or 6 on a six-point scale, whereas 5% answered with 1 or 2. The interviews revealed that callers were in distress before calling 113. By actively listening and taking the caller seriously, and affirming that it was the right choice to call the emergency number, the EMCC make callers experience a feeling of help and satisfaction, regardless of whether an ambulance was dispatched to their location. If callers did not feel taken seriously or listened to, they were less satisfied. A negative experience may lead to a higher distress threshold and an adjusted strategy before the caller makes contact 113 next time. Callers with positive experiences expressed more trust in the healthcare systems. For the callers, the most important was being taken seriously and listened to. Additionally, they welcomed that dispatchers express empathy and affirm that callers made the right choice to call EMCC, as this positively affects communication with callers. The 113 calls aimed to cooperate in finding a solution to the caller’s problem.
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