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A Quality Improvement Project to Enhance Health Care for Frequent Callers to an Emergency Medical Dispatch Center.

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Τίτλος: A Quality Improvement Project to Enhance Health Care for Frequent Callers to an Emergency Medical Dispatch Center.
Συγγραφείς: Holmström IK; Department of Health Sciences, Innovation and Design, Mälardalen University, Västerås, Sweden.; Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden., Skogevall S; Department of Health Sciences, Innovation and Design, Mälardalen University, Västerås, Sweden., Blomberg H; Uppsala Region, Uppsala Primary Healthcare, Department of Research, Education and Development, Uppsala, Sweden., Pörhö M; Department of Prehospital Care, Region Västmanland, Västerås, Sweden., Kaminsky E; Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.; Uppsala Region, Uppsala Primary Healthcare, Department of Research, Education and Development, Uppsala, Sweden., Spangler D; Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.; Uppsala Region, Uppsala Primary Healthcare, Department of Research, Education and Development, Uppsala, Sweden., Håkansson J; Department of Psychology, Stockholm University, Stockholm, Sweden.
Πηγή: Creative nursing [Creat Nurs] 2026 Aug; Vol. 32 (3), pp. 443-449. Date of Electronic Publication: 2026 May 13.
Τύπος έκδοσης: Journal Article
Γλώσσα: English
Στοιχεία περιοδικού: Publisher: SAGE Publications Country of Publication: United States NLM ID: 9505022 Publication Model: Print-Electronic Cited Medium: Internet ISSN: 1946-1895 (Electronic) Linking ISSN: 10784535 NLM ISO Abbreviation: Creat Nurs Subsets: MEDLINE
Imprint Name(s): Publication: 2023- : [Thousand Oaks, CA] : SAGE Publications
Original Publication: Minneapolis, MN : Creative Nursing Management, Inc.
Ιατρικοί όροι (MeSH): Quality Improvement*/organization & administration , Emergency Medical Dispatch*/standards , Emergency Medical Dispatch*/statistics & numerical data , Emergency Medical Service Communication Systems*, Humans ; Male ; Female ; Middle Aged
Περίληψη: BackgroundFrequent callers to emergency medical dispatch centers (EMDC) often have multiple problems, have contact with several care providers, and can be perceived as difficult to help.PurposeTo describe a quality improvement project aimed at enhancing health care for frequent callers.MethodsA project registered nurse (RN) was allocated to coordinate individualized care plans based on identified frequent callers' current problem(s), life situation, and medical history. The outcome was evaluated using an interrupted time series approach and by a review of medical records. Individual interviews were carried out with the project RN and one frequent caller.ConclusionsMost callers were middle-aged or older, more often male, and often lived alone or in a residence. At the time of intervention, frequent callers contacted the EMDC once per week on average and were transported by ambulance 1.4 times per month. Following the project, EMDC contacts and ambulance responses were reduced to 46% and 33%, respectively, of their peak levels.
Competing Interests: Declaration of Conflicting InterestsThe authors declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.
Contributed Indexing: Keywords: emergency medical dispatch center; frequent caller; intervention; quality improvement; repeated calls
Entry Date(s): Date Created: 20260513 Date Completed: 20260807 Latest Revision: 20260807
Update Code: 20260808
DOI: 10.1177/10784535261449831
PMID: 42126992
Βάση Δεδομένων: MEDLINE
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  Data: A Quality Improvement Project to Enhance Health Care for Frequent Callers to an Emergency Medical Dispatch Center.
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  Data: <searchLink fieldCode="AU" term="%22Holmström+IK%22">Holmström IK</searchLink>; Department of Health Sciences, Innovation and Design, Mälardalen University, Västerås, Sweden.; Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.<br /><searchLink fieldCode="AU" term="%22Skogevall+S%22">Skogevall S</searchLink>; Department of Health Sciences, Innovation and Design, Mälardalen University, Västerås, Sweden.<br /><searchLink fieldCode="AU" term="%22Blomberg+H%22">Blomberg H</searchLink>; Uppsala Region, Uppsala Primary Healthcare, Department of Research, Education and Development, Uppsala, Sweden.<br /><searchLink fieldCode="AU" term="%22Pörhö+M%22">Pörhö M</searchLink>; Department of Prehospital Care, Region Västmanland, Västerås, Sweden.<br /><searchLink fieldCode="AU" term="%22Kaminsky+E%22">Kaminsky E</searchLink>; Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.; Uppsala Region, Uppsala Primary Healthcare, Department of Research, Education and Development, Uppsala, Sweden.<br /><searchLink fieldCode="AU" term="%22Spangler+D%22">Spangler D</searchLink>; Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.; Uppsala Region, Uppsala Primary Healthcare, Department of Research, Education and Development, Uppsala, Sweden.<br /><searchLink fieldCode="AU" term="%22Håkansson+J%22">Håkansson J</searchLink>; Department of Psychology, Stockholm University, Stockholm, Sweden.
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  Data: <searchLink fieldCode="JN" term="%229505022%22">Creative nursing</searchLink> [Creat Nurs] 2026 Aug; Vol. 32 (3), pp. 443-449. <i>Date of Electronic Publication: </i>2026 May 13.
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  Data: <searchLink fieldCode="MM" term="%22Quality+Improvement%22">Quality Improvement*</searchLink>/<searchLink fieldCode="MM" term="%22Quality+Improvement+organization+%26+administration%22">organization & administration</searchLink> <br /><searchLink fieldCode="MM" term="%22Emergency+Medical+Dispatch%22">Emergency Medical Dispatch*</searchLink>/<searchLink fieldCode="MM" term="%22Emergency+Medical+Dispatch+standards%22">standards</searchLink> <br /><searchLink fieldCode="MM" term="%22Emergency+Medical+Dispatch%22">Emergency Medical Dispatch*</searchLink>/<searchLink fieldCode="MM" term="%22Emergency+Medical+Dispatch+statistics+%26+numerical+data%22">statistics & numerical data</searchLink> <br /><searchLink fieldCode="MM" term="%22Emergency+Medical+Service+Communication+Systems%22">Emergency Medical Service Communication Systems*</searchLink><br /><searchLink fieldCode="MH" term="%22Humans%22">Humans</searchLink> ; <searchLink fieldCode="MH" term="%22Male%22">Male</searchLink> ; <searchLink fieldCode="MH" term="%22Female%22">Female</searchLink> ; <searchLink fieldCode="MH" term="%22Middle+Aged%22">Middle Aged</searchLink>
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  Data: BackgroundFrequent callers to emergency medical dispatch centers (EMDC) often have multiple problems, have contact with several care providers, and can be perceived as difficult to help.PurposeTo describe a quality improvement project aimed at enhancing health care for frequent callers.MethodsA project registered nurse (RN) was allocated to coordinate individualized care plans based on identified frequent callers' current problem(s), life situation, and medical history. The outcome was evaluated using an interrupted time series approach and by a review of medical records. Individual interviews were carried out with the project RN and one frequent caller.ConclusionsMost callers were middle-aged or older, more often male, and often lived alone or in a residence. At the time of intervention, frequent callers contacted the EMDC once per week on average and were transported by ambulance 1.4 times per month. Following the project, EMDC contacts and ambulance responses were reduced to 46% and 33%, respectively, of their peak levels.
– Name: Abstract
  Label: Competing Interests
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  Data: Declaration of Conflicting InterestsThe authors declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.
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  Data: <i>Keywords: </i>emergency medical dispatch center; frequent caller; intervention; quality improvement; repeated calls
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  Data: <i>Date Created: </i>20260513 <i>Date Completed: </i>20260807 <i>Latest Revision: </i>20260807
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