• Jennifer Gerwing, Jon Erik Steen-Hansen, Trond Mjaaland, JensenBård FossliBFSomsagt AS, Forskningsparken / Oslo Science Park, Gaustadalleen 21, 0349, Oslo, Norway., Olav Eielsen, Owen Matthew Truscott Thomas, and Pål Gulbrandsen.
• Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, Lørenskog, Norway. jennifer.gerwing@gmail.com.
• Scand J Trauma Resus. 2021 Jul 31; 29 (1): 107.

BackgroundCalls to emergency medical lines are an essential component in the chain of survival. Operators make critical decisions based on information they elicit from callers. Although smooth cooperation is necessary, the field lacks evidence-based guidelines for how to achieve it while adhering to strict parameters of index-driven questioning. We aimed to evaluate the effect of a training intervention for emergency medical operators at a call centre in Tønsberg, Norway. The course was designed to enhance operators' communication skills for smoothing cooperation with callers.MethodsCalls were analyzed using inductively developed coding based on the course rationale and content. To evaluate whether the course generated consolidated behavioral change in everyday practice, the independent analyst evaluated 32 calls, selected randomly from eight operators, two calls before and two after course completion. To measure whether skill attainment delayed decision making, we compared the time to the first decision logged by intervention operators to eight control operators. Analysis included 3034 calls: 1375 to intervention operators (T1 = 815; T2 = 560) and 1659 to control operators (T1 = 683; T2 = 976).ResultsOperators demonstrated improved behaviours on how they greeted the caller (p < .001), acknowledged the caller (p < .001), and displayed empathy (p = 0.015). No change was found in the use of open-ended questions and agreeing with the caller. Contrary to expectations, operators who took the course logged first decisions more quickly than the control group (p < .001).ConclusionsThis pilot study demonstrated that the training intervention generated behavioural change in these operators, providing justification for scaling up the intervention.© 2021. The Author(s).

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