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Exploring the challenges to telephone triage in pre-hospital emergency care: a qualitative content analysis

BACKGROUND: One of the important indices for the efficacy of pre-hospital emergency services is telephone triage. The dispatching team members are faced with many challenges in telephone triage which can adversely affect their performance. This study was conducted in the south of Iran to determine t...

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Autores principales: Mohammadi, Fateme, Jeihooni, Ali Khani, Sabetsarvestani, Parisa, Abadi, Fozieh, Bijani, Mostafa
Formato: Online Artículo Texto
Lenguaje:English
Publicado: BioMed Central 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9502955/
https://www.ncbi.nlm.nih.gov/pubmed/36151507
http://dx.doi.org/10.1186/s12913-022-08585-z
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author Mohammadi, Fateme
Jeihooni, Ali Khani
Sabetsarvestani, Parisa
Abadi, Fozieh
Bijani, Mostafa
author_facet Mohammadi, Fateme
Jeihooni, Ali Khani
Sabetsarvestani, Parisa
Abadi, Fozieh
Bijani, Mostafa
author_sort Mohammadi, Fateme
collection PubMed
description BACKGROUND: One of the important indices for the efficacy of pre-hospital emergency services is telephone triage. The dispatching team members are faced with many challenges in telephone triage which can adversely affect their performance. This study was conducted in the south of Iran to determine the challenges to telephone triage in pre-hospital emergency services. METHOD: The present study is qualitative-descriptive where the sample was selected purposefully. Data were collected through 18 semi-structured, in-depth interviews with 18 dispatching team members in pre-hospital emergency care. The collected qualitative data were analyzed using the content analysis approach recommended by Graneheim and Lundman. RESULTS: Analysis of the data resulted in the emergence of three themes and ten sub-themes. The three main themes extracted from the data included inefficient interaction, insufficient and unreal information, and professional challenges. CONCLUSION: The dispatching unit personnel in pre-hospital emergency care are confronted with various interactional, organizational, and professional issues. Accordingly, the senior managers in emergency departments should take effective measures to remove the existing barriers toward improving the efficacy of telephone triage and, by extension, the quality of pre-hospital emergency care services. SUPPLEMENTARY INFORMATION: The online version contains supplementary material available at 10.1186/s12913-022-08585-z.
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spelling pubmed-95029552022-09-24 Exploring the challenges to telephone triage in pre-hospital emergency care: a qualitative content analysis Mohammadi, Fateme Jeihooni, Ali Khani Sabetsarvestani, Parisa Abadi, Fozieh Bijani, Mostafa BMC Health Serv Res Research BACKGROUND: One of the important indices for the efficacy of pre-hospital emergency services is telephone triage. The dispatching team members are faced with many challenges in telephone triage which can adversely affect their performance. This study was conducted in the south of Iran to determine the challenges to telephone triage in pre-hospital emergency services. METHOD: The present study is qualitative-descriptive where the sample was selected purposefully. Data were collected through 18 semi-structured, in-depth interviews with 18 dispatching team members in pre-hospital emergency care. The collected qualitative data were analyzed using the content analysis approach recommended by Graneheim and Lundman. RESULTS: Analysis of the data resulted in the emergence of three themes and ten sub-themes. The three main themes extracted from the data included inefficient interaction, insufficient and unreal information, and professional challenges. CONCLUSION: The dispatching unit personnel in pre-hospital emergency care are confronted with various interactional, organizational, and professional issues. Accordingly, the senior managers in emergency departments should take effective measures to remove the existing barriers toward improving the efficacy of telephone triage and, by extension, the quality of pre-hospital emergency care services. SUPPLEMENTARY INFORMATION: The online version contains supplementary material available at 10.1186/s12913-022-08585-z. BioMed Central 2022-09-23 /pmc/articles/PMC9502955/ /pubmed/36151507 http://dx.doi.org/10.1186/s12913-022-08585-z Text en © The Author(s) 2022 https://creativecommons.org/licenses/by/4.0/Open AccessThis article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/ (https://creativecommons.org/licenses/by/4.0/) . The Creative Commons Public Domain Dedication waiver (http://creativecommons.org/publicdomain/zero/1.0/ (https://creativecommons.org/publicdomain/zero/1.0/) ) applies to the data made available in this article, unless otherwise stated in a credit line to the data.
spellingShingle Research
Mohammadi, Fateme
Jeihooni, Ali Khani
Sabetsarvestani, Parisa
Abadi, Fozieh
Bijani, Mostafa
Exploring the challenges to telephone triage in pre-hospital emergency care: a qualitative content analysis
title Exploring the challenges to telephone triage in pre-hospital emergency care: a qualitative content analysis
title_full Exploring the challenges to telephone triage in pre-hospital emergency care: a qualitative content analysis
title_fullStr Exploring the challenges to telephone triage in pre-hospital emergency care: a qualitative content analysis
title_full_unstemmed Exploring the challenges to telephone triage in pre-hospital emergency care: a qualitative content analysis
title_short Exploring the challenges to telephone triage in pre-hospital emergency care: a qualitative content analysis
title_sort exploring the challenges to telephone triage in pre-hospital emergency care: a qualitative content analysis
topic Research
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9502955/
https://www.ncbi.nlm.nih.gov/pubmed/36151507
http://dx.doi.org/10.1186/s12913-022-08585-z
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