Communicative management in ambulance services: a study of interaction between station managers and paramedics...

This article, the second in a series of three, presents a study of professional communication between ambulance station managers and paramedics. The study used observation and field memos from 20 ambulance stations as a basis for understanding real-life communication in this area of medical practice. The results showed that the unpredictable nature of ambulance work made it difficult for managers and employees to find time for extensive communication, and that the lack of face-to-face contact often led to misunderstanding and poor dialogue. Furthermore, the paramedics expressed health perspectives and norms of patient treatment that conflicted with economic-administrative frameworks expressed on management levels.