Telephone CPR Instructions in Emergency Dispatch Systems: Qualitative Survey of 911 Call Centers

Telephone CPR Instructions in Emergency Dispatch Systems: Qualitative Survey of 911 Call Centers

INTRODUCTION Out-of-hospital cardiac arrest (OHCA) is a leading cause of death. The 2010 American Heart Association Emergency Cardiovascular Care (ECC) Guidelines recognize emergency dispatch as an integral component of emergency medical service response to OHCA and call for all dispatchers to be trained to provide telephone cardiopulmonary resuscitation (T-CPR) pre-arrival instructions. To beg...

Emergency CPR instruction via telephone.

We initiated a program of telephone CPR (cardiopulmonary resuscitation) instruction provided by emergency dispatchers to increase the percentage of bystander-initiated CPR for out-of-hospital cardiac arrest. Cardiac arrests in King County, Washington were studied for 20 months before and after the telephone CPR program began. Bystander-initiated CPR increased from 86 of 191 (45 per cent) cardia...

Predictive Dialing for Outbound Telephone Call Centers

Why not call 911?

See related article, pages 1501–1507. According to the World Health Organization (WHO), approximately 15 million people experience a stroke each year, of which one third die and one third are permanently disabled. It was not until the mid-nineties that the advent of tissue plasminogen activator (tPA) offered a treatment option. One of the most important factors limiting the use of tPA is the 3-...

Telephone Call Centers: Tutorial, Review, and Research Prospects

Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating socio-technical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value – and at the same time fundamentally limited – in t...