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Operators' experiences of emergency calls
Örebro University, Department of Nursing and Caring Sciences. Centre for Nursing Science, Örebro University Hospital, Örebro, Sweden.
Centre for Nursing Science, Örebro University Hospital, Örebro, Sweden; CECAR, Neurotec Department, Karolinska Institutet, Stockholm, Sweden.ORCID iD: 0000-0002-2873-4247
Centre for Nursing Science, Örebro University Hospital, Örebro, Sweden; CECAR, Neurotec Department, Karolinska Institutet, Stockholm, Sweden.
2004 (English)In: Journal of Telemedicine and Telecare, ISSN 1357-633X, E-ISSN 1758-1109, Vol. 10, no 5, p. 290-7Article in journal (Refereed) Published
Abstract [en]

In Sweden, the operators at emergency dispatch centres are responsible for allocating resources (e.g. ambulances, fire brigade, police) in response to calls. We analysed situations that the emergency operators experienced as difficult and their reflections on how they managed them. Interviews were conducted with all 16 emergency operators at a centre that serves a population of 275,000 and receives about 700,000 emergency calls annually. A phenomenological-hermeneutic approach was used for the analysis. Situations that operators experienced as difficult were characterized by uncertainty, communication difficulties and insufficient resources. Skills, knowledge and experience were regarded as important in the management of these situations, as were personal qualities such as sensitivity, insight, empathy and intuition. The emergency operators stated that they needed more guidance, feedback and education in their work. This would lead to an increased sense of certainty, which would lead to decreased stress and a better outcome for those in need.

Place, publisher, year, edition, pages
2004. Vol. 10, no 5, p. 290-7
National Category
Nursing
Research subject
Nursing Science
Identifiers
URN: urn:nbn:se:oru:diva-35434DOI: 10.1258/1357633042026323PubMedID: 15494088OAI: oai:DiVA.org:oru-35434DiVA, id: diva2:726643
Available from: 2014-06-18 Created: 2014-06-18 Last updated: 2017-12-05Bibliographically approved

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Forslund, KerstinKihlgren, AnnicaKihlgren, Mona

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CiteExportLink to record
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Citation style
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  • de-DE
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Output format
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