‘ Tell me exactly what’s happened ’: When linguistic choices affect the efficiency of emergency calls for cardiac arrest

Abstract

These results suggest that linguistic variations in the way the scripted sentences of a protocol are delivered can have an impact on the efficiency with which call-takers process emergency calls. A better understanding of interactional dynamics between caller and call-taker may translate into improvements of dispatch performance.

‘Primary care sensitive’ situations that result in an ambulance attendance: a conversation analytic study of UK emergency ‘999’ call recordings

“…Sociolinguistic research has shown that even subtle variations in phrasing, word choices and intonation can have significant impacts on the effectiveness of communication in emergency telephone calls (eg, refs 13–16 ). Recent research has explored the impact of call-takers’ linguistic choices on the efficiency of ambulance dispatch in high-acuity cases, including cardiac arrests, 17 and in the detection of agonal breathing. 18 Earlier work has long recognised the communication challenges posed by the pressure of these ‘high-acuity’ and ‘high-stakes’ situations, 19 and on-going research confirms the importance of a more detailed understanding of the dynamics between caller and call-taker to improve dispatch efficiency in these circumstances (eg, refs 17 20 ).…”

“…Recent research has explored the impact of call-takers’ linguistic choices on the efficiency of ambulance dispatch in high-acuity cases, including cardiac arrests, 17 and in the detection of agonal breathing. 18 Earlier work has long recognised the communication challenges posed by the pressure of these ‘high-acuity’ and ‘high-stakes’ situations, 19 and on-going research confirms the importance of a more detailed understanding of the dynamics between caller and call-taker to improve dispatch efficiency in these circumstances (eg, refs 17 20 ). However, little work has been undertaken to explore emergency call interactions in lower-acuity situations, such as for ‘primary care sensitive’ problems.…”

The barriers and facilitators to the telephonic application of the FAST assessment for stroke in a private emergency dispatch centre in South Africa

“…Emergency situations are filled with emotion and navigating the emotions appropriately could lead to a better relay in communication. Clear communication between the caller and call-taker plays a fundamental role in patient outcomes as it allows for the initiation of life-saving bystander interventions while EMS are on their way [ 30 ].…”

Que peuvent apporter les sciences humaines et sociales à la recherche en médecine d’urgence ?

“…et effectuer certaines actions (exemple : réanimation cardio-pulmonaire), il est primordial de mieux comprendre les facteurs langagiers et communicationnels qui influencent la compréhension, les réponses, et les actions de l'appelant. Des travaux récents suggèrent que le choix des mots prononcés par le régulateur a un impact sur l'efficacité de la description que l'appelant fait de la situation [4], et sur son consentement à effectuer une réanimation cardiopulmonaire sur le patient [5]. Ce champ d'investigation immense commence à être exploré dans un contexte anglophone [6,7], mais tout reste à faire dans un contexte francophone [8].…”