Communication difficulties during 999 ambulance calls: observational study

摘要

One of the key roles of ambulance call receivers is to obtain accurate information concerning the location of the patient and their complaint The automatic tracing of calls to their source can accurately determine the location of most patients. Obtaining information on the patient's condition, however, depends on effective communication between the call maker and the call receiver. Ambulance services in the United Kingdom now use priority dispatch systems to categorise calls according to the level of urgency for medical treatment and to provide first aid advice (for example, cardiopul-monary resuscitation). The safety and effectiveness of priority dispatch has been assessed; however, whether call receivers are able to procure accurate and reliable information has not been established. This study aimed to determine the nature and extent of communication problems encountered during 999 calls.