Golding Sarah E, Horsfield Claire, Davies Annette, Egan Bernadette, Jones Martyn, Raleigh Mary, Schofield Patricia, Squires Allison, Start Kath, Quinn Tom, Cropley Mark
School of Psychology, Faculty of Health & Medical Sciences, University of Surrey, Guildford, United Kingdom.
School of Health Sciences, Faculty of Health & Medical Sciences, University of Surrey, Guildford, United Kingdom.
PeerJ. 2017 Oct 17;5:e3735. doi: 10.7717/peerj.3735. eCollection 2017.
The study objective was to investigate and synthesize available evidence relating to the psychological health of Emergency Dispatch Centre (EDC) operatives, and to identify key stressors experienced by EDC operatives.
Eight electronic databases (Embase, PubMed, Medline, CINAHL, PsycInfo, PsycArticles, The Psychology and Behavioural Sciences Collection, and Google Scholar) were searched. All study designs were included, and no date limits were set. Studies were included if they were published in English, and explored the psychological health of any EDC operatives, across fire, police, and emergency medical services. Studies were excluded if they related solely to other emergency workers, such as police officers or paramedics. Methodological quality of included studies was assessed using checklists adapted from the Critical Appraisal Skills Programme. A narrative synthesis was conducted, using thematic analysis.
A total of 16 articles were included in the review. Two overarching themes were identified during the narrative synthesis: 'Organisational and Operational Factors' and 'Interactions with Others'. Stressors identified included being exposed to traumatic calls, lacking control over high workload, and working in under-resourced and pressured environments. Lack of support from management and providing an emotionally demanding service were additional sources of stress. Peer support and social support from friends and family were helpful in managing work-related stress.
EDC operatives experience stress as a result of their work, which appears to be related to negative psychological health outcomes. Future research should explore the long-term effects of this stress, and the potential for workplace interventions to alleviate the negative impacts on psychological health.
CRD42014010806.
本研究的目的是调查和综合与应急调度中心（EDC）工作人员心理健康相关的现有证据，并确定EDC工作人员所经历的关键压力源。
检索了八个电子数据库（Embase、PubMed、Medline、CINAHL、PsycInfo、PsycArticles、《心理学与行为科学合集》和谷歌学术）。纳入所有研究设计，不设日期限制。如果研究以英文发表，并探讨了消防、警察和紧急医疗服务领域中任何EDC工作人员的心理健康，则纳入研究。如果研究仅涉及其他应急工作人员，如警察或护理人员，则排除该研究。使用改编自批判性评估技能计划的清单评估纳入研究的方法学质量。采用主题分析法进行叙述性综合分析。
本综述共纳入16篇文章。在叙述性综合分析中确定了两个总体主题：“组织和操作因素”以及“与他人的互动”。确定的压力源包括接触创伤性呼叫、对高工作量缺乏控制，以及在资源不足和压力大的环境中工作。缺乏管理层的支持以及提供情感要求高的服务是额外的压力来源。同事的支持以及朋友和家人的社会支持有助于管理与工作相关的压力。
EDC工作人员因工作而经历压力，这似乎与负面心理健康结果有关。未来的研究应探讨这种压力的长期影响，以及工作场所干预措施减轻对心理健康负面影响的潜力。
PROSPERO注册号：CRD42014010806。
