Qualitative analysis of out-of-hospital cardiac arrest calls; how language skills affect an efficient caller-dispatcher communication

Abstract

Background: The caller-dispatcher communication in out-of-hospital cardiac arrest calls plays an important role in delivering life-saving instructions to bystanders on scene. The aim of this study was to analyze the content of out-hospital cardiac arrest calls in order to find elements of barriers related to language in non-native English-speaking calls made to a Norwegian dispatch center. Methods: A qualitative content analysis was done on 16 out-hospital cardiac arrest calls made to a Norwegian medical dispatch center. These calls were transcribed and coded. Codes with similar content were categorized into thirteen categories. In the meantime, some categories were identified as language-related ones. The frequency of language-related categories in the nine categories was shown by a matrix. While transcribing, time stamps were added to determine important events timing as a secondary outcome. Results: The content analysis of calls revealed four types of language-related categories. These categories are frequently seen on the dispatcher’s side and mostly when they are giving instructions about positioning and movement. Conclusions: Language barriers existing in the sixteen out-hospital cardiac arrest calls did not cause significant delays in delivering guidance to lay people on scene. Although the sentences are stated slower, it was observed that dispatchers and callers used strategies to make themselves understood.