Communication in emergency medical dispatch calls: an analysis of communicative challenges and strategies

The project investigates RNs’ challenges in emergency medical dispatch calls, and the strategies they use to handle these, through analysis of authentic calls.

  • Period: 2023-01-01 – 2026-12-31
  • Funder: Internal funding

Description

RNs who handle emergency calls to 112 have a complex task where they must, in a short time, via telephone without seeing the patient, make urgent assessments of symptoms and injuries, respond to each individual in a professional and person-centered way and prioritize and optimize resources. Interview studies reveal how the proportion of difficult conversations, with e.g. language difficulties or aggressiveness and threats, have increased.

The project aims to contribute knowledge about RNs' challenges in such calls, and strategies for handling difficult emergency calls. The data includes RNs at three emergency centers and consists of audio-recorded calls to 112 that are received by nurses at the emergency centers.

Portrait of project leader Inger Holmström against a light background.

Inger Holmström

Mälardalen University

Project leader: Inger Knutsson Holmström
Co-investigators: Hans Blomberg, Douglas Spangler, Ulrika Winblad

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