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Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine

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Open Access 01-12-2021 | Original research

Evaluating a training intervention for improving alignment between emergency medical telephone operators and callers: a pilot study of communication behaviours

Authors: Jennifer Gerwing, Jon Erik Steen-Hansen, Trond Mjaaland, Bård Fossli Jensen, Olav Eielsen, Owen Matthew Truscott Thomas, Pål Gulbrandsen

Published in: Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine | Issue 1/2021

Abstract

Background

Calls to emergency medical lines are an essential component in the chain of survival. Operators make critical decisions based on information they elicit from callers. Although smooth cooperation is necessary, the field lacks evidence-based guidelines for how to achieve it while adhering to strict parameters of index-driven questioning. We aimed to evaluate the effect of a training intervention for emergency medical operators at a call centre in Tønsberg, Norway. The course was designed to enhance operators’ communication skills for smoothing cooperation with callers.

Methods

Calls were analyzed using inductively developed coding based on the course rationale and content. To evaluate whether the course generated consolidated behavioral change in everyday practice, the independent analyst evaluated 32 calls, selected randomly from eight operators, two calls before and two after course completion. To measure whether skill attainment delayed decision making, we compared the time to the first decision logged by intervention operators to eight control operators. Analysis included 3034 calls: 1375 to intervention operators (T1 = 815; T2 = 560) and 1659 to control operators (T1 = 683; T2 = 976).

Results

Operators demonstrated improved behaviours on how they greeted the caller (p < .001), acknowledged the caller (p < .001), and displayed empathy (p = 0.015). No change was found in the use of open-ended questions and agreeing with the caller. Contrary to expectations, operators who took the course logged first decisions more quickly than the control group (p < .001).

Conclusions

This pilot study demonstrated that the training intervention generated behavioural change in these operators, providing justification for scaling up the intervention.

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Title: Evaluating a training intervention for improving alignment between emergency medical telephone operators and callers: a pilot study of communication behaviours
Authors: Jennifer Gerwing
Jon Erik Steen-Hansen
Trond Mjaaland
Bård Fossli Jensen
Olav Eielsen
Owen Matthew Truscott Thomas
Pål Gulbrandsen
Publication date: 01-12-2021
Publisher: BioMed Central
Published in: Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine / Issue 1/2021
Electronic ISSN: 1757-7241
DOI: https://doi.org/10.1186/s13049-021-00917-y

Keynote webinar | Spotlight on medication adherence

Springer Medicine

Evaluating a training intervention for improving alignment between emergency medical telephone operators and callers: a pilot study of communication behaviours

Abstract

Background

Methods

Results

Conclusions

Keynote webinar | Spotlight on medication adherence

Springer Medicine

Abstract

Background

Methods

Results

Conclusions

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