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    Hijacking the dispatch protocol: When callers pre-empt their reason-for-the-call in emergency calls about cardiac arrest

    72235.pdf (448.5Kb)
    Access Status
    Open access
    Authors
    Riou, Marine
    Ball, Stephen
    O'Halloran, Kay
    Whiteside, A.
    Williams, Teresa
    Finn, Judith
    Date
    2018
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Riou, M. and Ball, S. and O'Halloran, K. and Whiteside, A. and Williams, T. and Finn, J. 2018. Hijacking the dispatch protocol: When callers pre-empt their reason-for-the-call in emergency calls about cardiac arrest. Discourse Studies. 20 (5): pp. 666-687.
    Source Title
    Discourse Studies
    DOI
    10.1177/1461445618754435
    ISSN
    1461-4456
    School
    School of Nursing, Midwifery and Paramedicine
    Funding and Sponsorship
    http://purl.org/au-research/grants/nhmrc/1076949
    http://purl.org/au-research/grants/nhmrc/1029983
    URI
    http://hdl.handle.net/20.500.11937/71992
    Collection
    • Curtin Research Publications
    Abstract

    © The Author(s) 2018. This article examines emergency ambulance calls made by lay callers for patients found to be in cardiac arrest when the paramedics arrived. Using conversation analysis, we explored the trajectories of calls in which the caller, before being asked by the call-taker, said why they were calling, that is, calls in which callers pre-empted a reason-for-the-call. Caller pre-emption can be disruptive when call-takers first need to obtain an address and telephone number. Pre-emptions have further implications when call-takers reach the stage when they are required to deliver the scripted turn ‘tell me exactly what happened’. When there has been a pre-emption earlier on, callers tend to treat the scripted turn as a request for more information and may not repeat their reason-for-the-call. This can occasion delays and important information can be lost. We identified an effective alternative strategy used by some call-takers, pre-emption repeat, which callers treat as a request for confirmation.

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