TY  - JOUR
PY  - 2016//
TI  - When seconds count: a study of communication variables in the opening segment of emergency calls
JO  - Journal of health psychology
A1  - Penn, Claire
A1  - Koole, Tom
A1  - Nattrass, Rhona
SP  - 1256
EP  - 1264
VL  - 22
IS  - 10
N2  - 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>
LA  - en
SN  - 1359-1053
UR  - http://dx.doi.org/10.1177/1359105315625357
ID  - ref1
ER  -