Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, Lørenskog, Norway.
Division of Prehospital Care, Vestfold Hospital Trust, Box 2168, NO-3103, Tønsberg, Norway.
Scand J Trauma Resusc Emerg Med. 2021 Jul 31;29(1):107. doi: 10.1186/s13049-021-00917-y.
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.
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).
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).
This pilot study demonstrated that the training intervention generated behavioural change in these operators, providing justification for scaling up the intervention.
拨打急救医疗热线是生存链中的重要组成部分。接线员根据从来电者那里收集到的信息做出关键决策。尽管顺利合作是必要的，但该领域缺乏循证指南，说明如何在遵守索引驱动询问严格参数的情况下实现这一目标。我们旨在评估挪威滕斯贝格呼叫中心的急救医疗操作员培训干预措施的效果。该课程旨在增强操作员与来电者顺利合作的沟通技巧。
使用基于课程原理和内容的归纳式编码分析呼叫。为了评估该课程是否在日常实践中产生了统一的行为改变，独立分析师评估了来自八位操作员中的三十二个随机选择的呼叫，在课程完成前两个呼叫和完成后两个呼叫。为了测量技能习得是否延迟了决策制定，我们比较了干预操作员的第一个决策的时间与八个对照操作员的时间。分析包括 3034 个呼叫：1375 个给干预操作员（T1=815；T2=560）和 1659 个给对照操作员（T1=683；T2=976）。
操作员在问候来电者（p<.001）、承认来电者（p<.001）和表现出同理心（p=0.015）方面表现出改进的行为。在使用开放式问题和同意来电者方面没有变化。与预期相反，参加课程的操作员比对照组操作员更快地记录第一个决策（p<.001）。
这项试点研究表明，培训干预措施在这些操作员中产生了行为改变，为扩大干预措施提供了依据。
