“他们仿佛和我一同在房间里”：一项关于医疗急救电话中来电者视频流体验的定性研究
"They were sort of in the room with me": a qualitative study about callers' experience of video streaming during medical emergency calls.
作者信息
Idland Siri, Häikiö Kristin, Kramer-Johansen Jo, Hjortdahl Magnus
机构信息
Department of Nursing and Health Promotion, Faculty of Health Sciences, Oslo Metropolitan University, Oslo, Norway.
Division of Prehospital Services, Oslo University Hospital, Oslo, Norway.
出版信息
Scand J Trauma Resusc Emerg Med. 2025 Jan 8;33(1):5. doi: 10.1186/s13049-024-01317-8.
BACKGROUND
During the recent years, emergency services in several countries have integrated video streaming into medical emergency calls, and research on the topic has gained increased focus. Video streaming during medical emergency calls may change dispatcher's perspective of the call and can be a helpful tool for supervising bystanders' first aid. Little research exists, however, about the caller's perspective of video streaming during a medical emergency call. With this study, we explore the caller's experiences with video streaming.
METHODS
The study is a qualitative interview study. During a period of five weeks, we recruited respondents from the region of Oslo who had called the medical emergency number 113 and where video streaming had been used by the dispatcher during the call. We conducted 14 semi-structured individual interviews, in-person or digitally on Zoom/Teams, from October to December 2023. The interviews were transcribed verbatim, and we analyzed them drawing on Malterud's systematic text condensation.
RESULTS
Our material was sorted into three category headings: Increased sense of safety, the unexpected option of video streaming, and emotional discomfort. Most respondents felt comforted knowing that the dispatcher could see and assess the situation visually. Several were also positively surprised that video streaming was an option during the call. Some respondents however felt increased stress during the call due to video streaming. Other respondents reflected on the societal taboo of filming ill or injured persons.
CONCLUSION
Most respondents experienced video streaming as a positive addition to the medical emergency call and felt comforted knowing that the dispatcher could see the situation. Knowledge of the integration between video streaming and basic communication in a call is nonetheless of great importance, as to not increase stress experienced by the caller. The dispatcher should be sensitive for how the caller will handle video streaming for each call.
背景
近年来，多个国家的急救服务已将视频流整合到医疗急救电话中，对此主题的研究也越来越受到关注。医疗急救电话中的视频流可能会改变调度员对呼叫的看法，并且可以成为监督旁观者急救的有用工具。然而，关于呼叫者在医疗急救电话中对视频流的看法的研究却很少。通过这项研究，我们探讨了呼叫者对视频流的体验。
方法
该研究是一项定性访谈研究。在为期五周的时间里，我们从奥斯陆地区招募了拨打过医疗急救电话113且调度员在通话过程中使用了视频流的受访者。我们在2023年10月至12月期间进行了14次半结构化的个人访谈，采用面对面或通过Zoom/Teams进行线上访谈。访谈内容逐字转录，我们运用马尔特鲁德的系统文本浓缩法对其进行分析。
结果
我们的材料分为三个类别标题：安全感增强、视频流这一意外选项以及情绪不适。大多数受访者知道调度员能够直观地看到并评估情况后感到安心。有几位受访者还对通话期间可以选择视频流感到惊喜。然而，一些受访者由于视频流在通话过程中感到压力增大。其他受访者则思考了拍摄生病或受伤人员的社会禁忌。
结论
大多数受访者认为视频流是医疗急救电话中的一项积极补充，并且知道调度员能够看到现场情况后感到安心。然而，了解视频流与通话中的基本通信之间的整合非常重要，以免增加呼叫者所感受到的压力。调度员应该敏锐地意识到呼叫者将如何应对每次通话中的视频流。
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