%0 Journal Article
%T When seconds count: a study of communication variables in the opening segment of emergency calls
%J Journal of health psychology
%D 2016
%A Penn, Claire
%A Koole, Tom
%A Nattrass, Rhona
%V 22
%N 10
%P 1256-1264
%X The opening sequence of an emergency call influences the efficiency of the ambulance dispatch time. The greeting sequences in 105 calls to a South African emergency service were analysed. Initial results suggested the advantage of a specific two-part opening sequence. An on-site experiment aimed at improving call efficiency was conducted during one shift (1100 calls). <br><br>RESULTS indicated reduced conversational repairs and a significant reduction of 4 seconds in mean call length. Implications for systems and training are derived.<p /> <p>Language: en</p>
%G en
%I SAGE Publishing
%@ 1359-1053
%U http://dx.doi.org/10.1177/1359105315625357