Dataset Information

Exploring individual and work organizational peculiarities of working in emergency medical communication centers in Norway- a qualitative study.

ABSTRACT:

Background

Emergency Medical call-takers working in Emergency Medical Communication Centers (EMCCs) are addressing complex and potentially life threatening problems. The call-takers have to make fast decisions, responding to problems described in phone calls. Recent studies focus mainly on individual aspects of call-takers' work. The objectives of this study were to explore 1) What characterizes individual work performance of call takers in EMCCs? and 2) What characterizes work organizational factors call takers see as most relevant to the performance of their work?

Methods

The research is based upon in-depth interviews with call takers at three EMCCs in Norway (n?=?19). Interviews were performed during the period May 2013 to September 2014. Data was analyzed using thematic analysis.

Results

Two main themes that related to individual work performance and to work organizational factors in EMCCs were identified, namely: 1) "Core technologies" and 2) "Environmental issues" . The theme "Core technologies" included the subthemes a) multiple tasks, b) critical incidents, and c) unpredictability. The theme "Environmental issues" included the subthemes a) lack of support, b) lack of resources, c) exposure to complaints, and d) an invisible service.

Conclusion

At the individual level, multiple tasks, how to cope with critical incidents, and the unpredictability of daily work when calls are received, make the work of call takers both stressful and challenging. The individual call taker's ability to interprete the situation by intuition and experience when calls are received, is the main factor behind the peculiarities working in the centers at the individual level. At the organizational level, the lack of resources and managerial support seems to provoke concerns about the quality of services rendered by the centers. These aspects should be taken into account in the managing of these services, making them a more integrated part of the health service system.

SUBMITTER: Leonardsen AC

PROVIDER: S-EPMC6679546 | biostudies-literature | 2019 Aug

REPOSITORIES: biostudies-literature

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Publications

Exploring individual and work organizational peculiarities of working in emergency medical communication centers in Norway- a qualitative study.

Leonardsen Ann-Chatrin AC Ramsdal Helge H Olasveengen Theresa M TM Steen-Hansen Jon E JE Westmark Fredrik F Hansen Andreas E AE Hardeland Camilla C

BMC health services research 20190802 1

<h4>Background</h4>Emergency Medical call-takers working in Emergency Medical Communication Centers (EMCCs) are addressing complex and potentially life threatening problems. The call-takers have to make fast decisions, responding to problems described in phone calls. Recent studies focus mainly on individual aspects of call-takers' work. The objectives of this study were to explore 1) What characterizes individual work performance of call takers in EMCCs? and 2) What characterizes work organizat ...[more]

PMID: 31375098

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Project description:BackgroundThis study examined the conflicts between different generations working in US emergency departments (ED). We sought to record generational differences involving communication preferences, perceived areas of conflict, work motivations, and attitudes regarding work-life balance.MethodsWe developed a survey to assess the physician perspective on generational conflict in the ED. The survey was distributed to members of the American College of Emergency Physicians, a professional organization comprising emergency medicine physicians in the USA.ResultsWe received 696 completed responses. Men represented 60% of respondents and the largest proportion of respondents were emergency physicians working in community settings (53%); 11% were residents. Generation representation was smallest for Traditionalist (2%) and largest for Gen X (43%). Seventy percent reported observing conflict due to generational communication with the largest frequency being once a week (26%). In the associated open-ended questions, 247 (33%) provided 316 anecdotal descriptions of observed conflict. Responses clustered into seven themes (ordered by frequency): Work Ethic, Treatment Approach, Technology Application, Entitlement, Professionalism, Work Life/Balance, and Communication Style. Comparing Work Ethic responses, 52-70-year-olds reported that younger providers are less interested in "accomplishing anything" while 26-34-year-olds resented that attitude. Respondents completing the open-ended questions regarding preventing and responding to conflict provided some insight into helpful strategies including actions supportive of clear communication and standardized policies and expectations. Only 5% of respondents reported that they had discussed generational communication in department meetings with the odds of a woman reporting conflict being less than males (p = .01).ConclusionConflicts in the ED in the USA can be attributed to how an individual views the values of someone from another generation. Understanding the frequency and areas of generational conflict in the ED can help medical leaders find strategies to mitigate negative workplace interactions.

Project description:ObjectivesThe aim of this study was to investigate the association between multiple lifestyle-related risk factors (unhealthy diet, low leisure-time physical activity, overweight/obesity and smoking) and self-rated work ability in a general working population.SettingPopulation-based cross-sectional study, in Telemark County, Norway, 2013.ParticipantsA random sample of 50?000 subjects was invited to answer a self-administered questionnaire and 16?099 responded. Complete data on lifestyle and work ability were obtained for 10?355 participants aged 18-50 years all engaged in paid work during the preceding 12 months.Outcome measureWork ability was assessed using the Work Ability Score (WAS)-the first question in the Work Ability Index. To study the association between multiple lifestyle risk factors and work ability, a lifestyle risk index was constructed and relationships examined using multiple logistic regression analysis.ResultsLow work ability was more likely among subjects with an unhealthy diet (ORadj 1.3, 95%?CI 1.02 to 1.5), inactive persons (ORadj 1.4, 95%?CI 1.2 to 1.6), obese respondents (ORadj 1.5, 95%?CI 1.3 to 1.7) and former and current smokers (ORadj 1.2, 95%?CI 1.1 to 1.4 and 1.3, 95%?CI 1.2 to 1.5, respectively). An additive relationship was observed between the lifestyle risk index and the likelihood of decreased work ability (moderate-risk score: ORadj 1.3; 95% CI 1.1 to 1.6; high-risk score: ORadj 1.9; 95% CI 1.6 to 2.2; very high risk score: ORadj 2.4; 95% CI 1.9 to 3.0). The overall population attributable fraction (PAF) of low work ability based on the overall risk index was 38%, while the PAFs of physical activity, smoking, body mass index and diet were 16%, 11%, 11% and 6%, respectively.ConclusionsLifestyle risk factors were associated with low work ability. An additive relationship was observed. The findings are considered relevant to occupational intervention programmes aimed at prevention and improvement of decreased work ability.

Dataset Information

Exploring individual and work organizational peculiarities of working in emergency medical communication centers in Norway- a qualitative study.

Background

Methods

Results

Conclusion

Publications

Exploring individual and work organizational peculiarities of working in emergency medical communication centers in Norway- a qualitative study.

Similar Datasets

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