Laursen Camilla Braendstrup, Gehrt Tine Bennedsen, Huibers Linda, Bossen Claus, Vaeggemose Ulla
Department of Research and Development, Central Denmark Region, The Prehospital Emergency Medical Services, Brendstrupgaardsvej 7, Aarhus N, 8200, Denmark.
Department of Clinical Medicine, Aarhus University, Aarhus, Denmark.
BMC Public Health. 2025 Jan 29;25(1):365. doi: 10.1186/s12889-025-21390-7.
While most Danish citizens never or very rarely call the national emergency helpline, 1-1-2, a few citizens call very often. In this article, we attend to the often-unheard voices of frequent callers, exploring why these citizens call 1-1-2 and why they often do not feel helped.
The article is based on a mixed-methods study on citizens in the Central Denmark Region who had called 1-1-2 five or more times during a period of six months in 2023. The study drew on call data, questionnaires, and telephone interviews. In this article, we focus on the 12 citizens who participated in a semi-structured telephone interview. The interviews were transcribed verbatim and coded twice. Through abductive analysis of the data, we found Desjarlais' concept of "struggling along" to be a useful theoretical lens.
We found that our study participants "struggled along" in life and that they called 1-1-2 when they could not cope with their health conditions and difficult life circumstances themselves, and when neither their social networks nor the welfare society could help them out. Furthermore, we found that the sense of disorientation and the fragmentation of experience that is characteristic of "struggling along" made it difficult for our study participants to communicate with the Emergency Medical Coordination Center (EMCC) that manages all health-related calls to 1-1-2. Finally, our analysis pointed to differences in how the goal of providing "the right help at the right time" was understood by citizens and by health professionals working within the EMCC of the Prehospital Emergency Medical Services.
Overall, our study adds to the very limited literature on the experiences of frequent callers to emergency medical helplines. It emphasizes that frequent callers are people who call for help because they continue to need help, and it points towards the necessity of developing alternative interventions to help this diverse group of people.
虽然大多数丹麦公民从未或极少拨打国家紧急求助热线112，但有少数公民经常拨打。在本文中，我们关注那些经常拨打热线者常被忽视的声音，探究这些公民拨打112的原因以及他们为何常常感觉未得到帮助。
本文基于一项对丹麦中部地区公民的混合方法研究，这些公民在2023年的六个月内拨打112达五次或更多次。该研究利用了通话数据、问卷调查和电话访谈。在本文中，我们聚焦于参与半结构化电话访谈的12位公民。访谈内容逐字记录并进行了两次编码。通过对数据的溯因分析，我们发现德贾拉伊斯的“艰难前行”概念是一个有用的理论视角。
我们发现研究参与者在生活中“艰难前行”，当他们自身无法应对健康状况和艰难的生活境遇，且社交网络和福利社会都无法帮助他们时，就会拨打112。此外，我们发现“艰难前行”所特有的迷失方向感和经历的碎片化，使得研究参与者难以与管理所有与健康相关的112来电的紧急医疗协调中心（EMCC）进行沟通。最后，我们的分析指出，公民和院前急救服务EMCC内的健康专业人员对“在正确的时间提供正确的帮助”这一目标的理解存在差异。
总体而言，我们的研究增加了关于紧急医疗求助热线频繁拨打者经历的非常有限的文献。它强调频繁拨打者是那些因为持续需要帮助而求助的人，并指出有必要开发替代干预措施来帮助这群多样化的人群。
