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Operators' experiences of emergency calls
Kerstin Forslund1, Annica Kihlgren, Mona Kihlgren
1Centre for Nursing Science, Orebro University Hospital, Orebro, Sweden. kerstin.forslund@orebroll.se
Journal of Telemedicine and Telecare
|October 21, 2004
Summary
Emergency dispatch operators face difficult situations due to uncertainty and resource shortages. Enhanced training and support can improve their performance and reduce stress.
Area of Science:
- Emergency medicine
- Occupational psychology
- Disaster management
Background:
- Emergency dispatch centers are critical for resource allocation during crises.
- Operators manage complex situations involving uncertainty, communication challenges, and resource limitations.
Purpose of the Study:
- To analyze difficult situations encountered by emergency dispatch operators.
- To understand operators' coping mechanisms and identify areas for professional development.
Main Methods:
- Qualitative study employing a phenomenological-hermeneutic approach.
- In-depth interviews with 16 emergency dispatch operators in Sweden.
- Analysis of operator-identified challenging situations and management strategies.
Main Results:
- Difficult situations were characterized by uncertainty, communication barriers, and insufficient resources.
- Operator success depended on skills, knowledge, experience, and personal qualities like empathy and intuition.
- Operators expressed a need for more guidance, feedback, and education.
Conclusions:
- Improving operator support through education and feedback can enhance certainty and reduce stress.
- Addressing operator challenges can lead to better resource allocation and improved outcomes for those in need.