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Table 1 Areas of common ground lacking between citizen callers and EMCC operators

From: Evaluating a training intervention for improving alignment between emergency medical telephone operators and callers: a pilot study of communication behaviours

  Lay person caller EMCC Operator
Role Someone who needs help A health care professional who provides help
Epistemic domain Immediate access to self (or other person), unfolding situation, history Medical, triage routine, health care system, potential patient records
Responsibility Moral (whether calling for self or other) Professional
Emotional proximity Potentially distressing, frightening Distant, professional
Familiarity with situation Likely low, extraordinary situation High, everyday, routine work