Factors affecting false calls to prehospital Emergency medical services and analyzing The recorded false calls in the dispatch center
Disaster and Emergency Medicine Journal · 2022-06-22 · Observational study
Abstract
INTRODUCTION: False calls to the prehospital emergency medical service (EMS) can divert EMS concentration from people with life-threatening conditions to a false situation and also affect the lives of the at-risk people. MATERIAL AND METHODS: This cross-sectional study, was conducted in 2019. The population consisted of 28 Dispatchers personnel and 130 emergency medical technicians located in 24 urban bases, and the recorded messages of 450 false calls to the prehospital EMS were also analyzed. Both personnel perspectives on the false calls questionnaire and false call content evaluation checklist were used to collect data. RESULTS: The most influential factors in the incidence of false calls were the dimensions of public education (4.38 ± 0.5) and instructions and guidelines (4.28 ± 0.51), respectively. “Insufficient knowledge of people about the sensitivity of EMS work” from the public education dimension (4.60 ± 0.54) and “Lack of codified rules for dealing with false calls to the EMS” from the instructions and guidelines dimension (4.48 ± 0.71) were the most important factors. type of requests from EMS were mostly unnecessary conversations (52.4%) and dispatching an ambulance (21.3%). CONCLUSIONS: Given the importance of emergency, it is required to promote the general public knowledge and culture, as well as stricter rules and training programs for all ages, should be considered to reduce false calls. On the other hand, prehospital emergency medical dispatcher personnel should be trained on how to deal with false calls.
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Tags
Dispatchers & call takers · Paramedics & EMTs · Urban
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