Skip to main content

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