Table 2 Main findings from the interviews with main themes and comments
Main themes | Detailed comments and findings |
|---|---|
High threshold for calling 113 | * Calling EMCC was not an easy choice * Considered other options first * Wanted to manage on their own * Did not want to disturb, or take someone else’s place * Fear of being perceived as hysterical * Influenced by bad experiences in the past |
Callers’ expectations | * Advice and urgent help from a professional * An immediate ambulance dispatch was often expected * Expectation that the EMD has access to their medical records * Considered the health care system as one unit, with good internal communication * Fear of not getting help |
Context | * Callers often had several, or too many, tasks to handle * Callers were emotionally affected, felt responsible, and reluctant to complain or quit * Considerable respect for EMCC’s authority, rarely questioning decisions * Too many questions can be draining, especially when the callers themselves were the patient * Some felt alone and unsupported in the situation |
Positive experiences with the EMCC operator | * Being listened to and taken seriously * Establishing an alliance with the caller * Received proper information * Explicitly informed that help was on the way * Good communication |
Negative experiences with the EMCC operator | * Perceived the operator as uninterested, oblivious, unprofessional, ignorant, or arrogant * Reluctant to dispatch an ambulance * Making the caller feel stupid |
Consequences beyond the present incident | * Lack of trust in the system * Blaming themselves for delayed help * Plan to change strategy for future calls * Learning medical “trigger words” * Higher threshold for calling 113 in the future |
Wish for providing feedback | * The callers expressed an explicit wish for giving feedback to avoid future mistakes |