Factors affecting communication time in an emergency medical communication centers
Abstract Background Emergency Medical Communication Centres (EMCCs) play a crucial role in emergency care by ensuring timely responses through telephone triage. However, extended communication times can impede accessibility, patient triage, and decision-making. Identifying the factors influencing co...
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| Format: | Article |
| Language: | English |
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BMC
2025-01-01
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| Series: | Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine |
| Online Access: | https://doi.org/10.1186/s13049-024-01315-w |
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| author | Melisande Bensoussan Mathilde Vannier Thomas Loeb Jérémie Boutet Frédéric Lapostolle Paul-Georges Reuter |
| author_facet | Melisande Bensoussan Mathilde Vannier Thomas Loeb Jérémie Boutet Frédéric Lapostolle Paul-Georges Reuter |
| author_sort | Melisande Bensoussan |
| collection | DOAJ |
| description | Abstract Background Emergency Medical Communication Centres (EMCCs) play a crucial role in emergency care by ensuring timely responses through telephone triage. However, extended communication times can impede accessibility, patient triage, and decision-making. Identifying the factors influencing communication duration is essential for improving EMCC efficiency. Objective This study aims to identify temporal, human, and contextual factors associated with prolonged communication times in an EMCC where decision-making is conducted by physicians. Methods We conducted a retrospective observational study of all calls received at a French EMCC between March 1 and December 31, 2019. A total of 108,548 patient medical files were analyzed, excluding calls from medical personnel or hospitals. We examined the total communication time (from call initiation to decision) and the medical communication time (physician involvement). Bivariate and multivariate logistic regressions were used to identify factors associated with prolonged communication times. Results The median total communication time was 7 min [IQR 5–11], and the median medical communication time was 3 min [IQR 2–4]. Psychiatric reasons for calling (OR = 1.75) and elderly patients (OR = 1.58) were associated with longer communication times. Calls leading to medical advice (OR = 1.48) and calls during weekends or nighttime were also significant factors. Conversely, calls for trauma or from nursing homes, and those handled by emergency physicians, were associated with shorter durations. Conclusion Several factors influence communication times in EMCCs, including patient demographics, reason for the call, and time of day. |
| format | Article |
| id | doaj-art-a69770285d7447b798dd62da85388df2 |
| institution | DOAJ |
| issn | 1757-7241 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | BMC |
| record_format | Article |
| series | Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine |
| spelling | doaj-art-a69770285d7447b798dd62da85388df22025-08-20T03:05:48ZengBMCScandinavian Journal of Trauma, Resuscitation and Emergency Medicine1757-72412025-01-013311710.1186/s13049-024-01315-wFactors affecting communication time in an emergency medical communication centersMelisande Bensoussan0Mathilde Vannier1Thomas Loeb2Jérémie Boutet3Frédéric Lapostolle4Paul-Georges Reuter5Samu des Hauts-de-Seine, Assistance Publique-Hôpitaux de Paris, Hôpital Raymond PoincaréSamu des Hauts-de-Seine, Assistance Publique-Hôpitaux de Paris, Hôpital Raymond PoincaréSamu des Hauts-de-Seine, Assistance Publique-Hôpitaux de Paris, Hôpital Raymond PoincaréSamu des Hauts-de-Seine, Assistance Publique-Hôpitaux de Paris, Hôpital Raymond PoincaréSAMU 93 - UF Recherche-Enseignement-Qualité, Université Paris 13, Assistance Publique-Hôpitaux de ParisService des Urgences, SAMU, SMUR, CHU Pontchaillou, Université RennesAbstract Background Emergency Medical Communication Centres (EMCCs) play a crucial role in emergency care by ensuring timely responses through telephone triage. However, extended communication times can impede accessibility, patient triage, and decision-making. Identifying the factors influencing communication duration is essential for improving EMCC efficiency. Objective This study aims to identify temporal, human, and contextual factors associated with prolonged communication times in an EMCC where decision-making is conducted by physicians. Methods We conducted a retrospective observational study of all calls received at a French EMCC between March 1 and December 31, 2019. A total of 108,548 patient medical files were analyzed, excluding calls from medical personnel or hospitals. We examined the total communication time (from call initiation to decision) and the medical communication time (physician involvement). Bivariate and multivariate logistic regressions were used to identify factors associated with prolonged communication times. Results The median total communication time was 7 min [IQR 5–11], and the median medical communication time was 3 min [IQR 2–4]. Psychiatric reasons for calling (OR = 1.75) and elderly patients (OR = 1.58) were associated with longer communication times. Calls leading to medical advice (OR = 1.48) and calls during weekends or nighttime were also significant factors. Conversely, calls for trauma or from nursing homes, and those handled by emergency physicians, were associated with shorter durations. Conclusion Several factors influence communication times in EMCCs, including patient demographics, reason for the call, and time of day.https://doi.org/10.1186/s13049-024-01315-w |
| spellingShingle | Melisande Bensoussan Mathilde Vannier Thomas Loeb Jérémie Boutet Frédéric Lapostolle Paul-Georges Reuter Factors affecting communication time in an emergency medical communication centers Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine |
| title | Factors affecting communication time in an emergency medical communication centers |
| title_full | Factors affecting communication time in an emergency medical communication centers |
| title_fullStr | Factors affecting communication time in an emergency medical communication centers |
| title_full_unstemmed | Factors affecting communication time in an emergency medical communication centers |
| title_short | Factors affecting communication time in an emergency medical communication centers |
| title_sort | factors affecting communication time in an emergency medical communication centers |
| url | https://doi.org/10.1186/s13049-024-01315-w |
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