title: When seconds count: A study of communication variables in the opening segment of emergency calls.
abstract: 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.
authors: 1 University of the Witwatersrand, South Africa.|2 University of Groningen.
authors: Claire
authors: C
authors: Penn
authors: 1 University of the Witwatersrand, South Africa.|2 University of Groningen.
authors: Tom
authors: T
authors: Koole
authors: 1 University of the Witwatersrand, South Africa.
authors: Rhona
authors: R
authors: Nattrass
mesh_terms: D003142:Communication; D004632:Emergency Medical Services / Q000592:standards / Q000706:statistics & numerical data; D006801:Humans; D013019:South Africa; D013689:Telephone / Q000706:statistics & numerical data
keywords: South Africa; communication variables; emergency calls; emergency medical services; opening sequence