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Indications of Emergency Medical Services Responding
AIZNEROVÁ, Daniela
The bachelor's thesis is focused on a closer understanding of the issue of indications of emergency medical service (EMS) departures through the perspective of medical emergency dispatch centers. The issue of indications of emergency medical service departures is one of the still addressed and current topics in the pre-hospital emergency care. The activities of outreach crews as well as the activities of the dispatch centers are governed by Act 374/2011 Coll., however non-emergent, calls to the emergency line are becoming more and more frequent. The thesis maps the knowledge of the indication list of individual dispatchers and the attitude of dispatchers towards the indications itself. At the same time, it deals with the solution of unindicated calls and also the abuse of emergency services. The aim of the work is to compare the knowledge and procedures of dispatchers of both regions. The research took place at the Medical Emergency Dispatch Center of the South Bohemian Region in České Budějovice and at the Medical Emergency Dispatch Center of the Pilsen Region in Pilsen. The aim of the research was, among other things, to compare approach to indication issue between both regions. The research method chosen was a qualitative type of research that allows deeper examination of the topic. Research was executed by semi-structured interviews. The sample of respondents consisted of 8 dispatchers of the medical operations center i.e., people directly responsible for receiving calls and coordinating crews. The interview questions are focused on both the reception of the emergency call and the operational management. Above all, they focus on the urgencies N3 and N4, ones where we most often encounter not entirely unambiguous indications. It also addresses the relationship between the use of formalized and intuitive procedures in operators' decisions. Last but not least operators are confronted with the notion of EMS abuse and the solution of unindicated calls. The interviews provided information on a wide range of approaches to dispatching work but there was often agreement on key points. The results show that dispatchers are familiar with emergency procedures and legislation, however, despite the application of a largely formalized approach to classifications, it is necessary to act partly intuitively, as no call is ever the same as a regulatory case. There is a greater effort to define the terms unindicated calling and abuse of emergency medical services, which, however, are perceived individually by each of the dispatchers, as well as perceived by every rescuer who comes into contact with them. These concepts often evoke great emotions among dispatchers and rescuers. However, as the results show, even this problem does not have only one point of view, but it has several of them and all of them must be taken into account when solving it.
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