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La comunicazione telefonica nell'emergenza sanitaria
Journal Title: RISORSA UOMO  
Author/s: Gabriele Prati, Luca Pietrantoni 
Year:  2009 Issue: Language: Italian 
Pages:  12 Pg. 193-204 FullText PDF:  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, in "RISORSA UOMO " 2/2009, pp. 193-204, DOI:10.3280/RU2009-002007


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