When seconds count: A study of communication variables in the opening segment of emergency calls

Claire Penn, Tom Koole, Rhona Natrass

    OnderzoeksoutputAcademicpeer review

    3 Citaten (Scopus)
    13 Downloads (Pure)


    The opening sequence of an emergency call influences the efficiency of the ambulance dispatch time. The greeting sequences in 105 calls to a South African emergency service were analysed. Initial results suggested the advantage of a specific two-part opening sequence. An on-site experiment aimed at improving call efficiency was conducted during one shift (1100 calls). Results indicated reduced conversational repairs and a significant reduction of 4 seconds in mean call length. Implications for systems and training are derived.
    Originele taal-2English
    Pagina's (van-tot)1256-1264
    Aantal pagina's9
    TijdschriftInternational journal of health psychology
    Nummer van het tijdschrift10
    Vroegere onlinedatum9-feb-2016
    StatusPublished - 1-sep-2017

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