La comunicazione telefonica nell'emergenza sanitaria
Journal title RISORSA UOMO
Author/s Gabriele Prati, Luca Pietrantoni
Publishing Year 2009 Issue 2009/2 Language Italian
Pages 12 P. 193-204 File size 77 KB
DOI 10.3280/RU2009-002007
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La comunicazione telefonica nell'emergenza sanitaria - The main task of emergency dispatch operators is to obtain required key-information and to decided arrangement in order to react within a minute. The aim of this explorative study was to detect characteristics of communication during emergency telephone calls. To this end, 244 emergency calls, were collected at 118 ReggioSoccorso emergency dispatch centre. Results showed that callers’ and operators’ characteristics were associated with differential length of the call, ways of communication and ways of getting key-information. Finally, the implications for professional practice, such as human resource management and training, are discussed.
Keywords: telephone calls, emergency, emergency dispatch operators.
Parole chiave: comunicazione telefonica, emergenza, operatori del soccorso sanitario.
Gabriele Prati, Luca Pietrantoni, La comunicazione telefonica nell'emergenza sanitaria in "RISORSA UOMO " 2/2009, pp 193-204, DOI: 10.3280/RU2009-002007