• Sweden edition
 
'Panicked callers' get better emergency help: Swedish study

'Panicked callers' get better emergency help: Swedish study

Published: 19 Jun 2012 08:28 GMT+02:00
Updated: 19 Jun 2012 08:28 GMT+02:00

The findings are based on data gathered by researcher Martin Svensson who has spent the last six years interviewing emergency operators at SOS Alarm and listening to calls made by people in need of emergency assistance.

One of the conclusions Svensson drew from the data he collected is that it's not only what you say when you place a call to Sweden's 112 emergency number that matters.

Also important is how your voice sounds to emergency operators on the other end of the line.

If the call is placed by a patient whose voice sounds panicked, that person is more likely to be deemed in need of emergency assistance compared to someone who calls with an angry voice because anyone who has the capacity to scream can at least be seen as being able to breath well.

"There is a clear connection between the expression in people's voices and the help they receive, but one should see that as only part of the decision that's made. The voice isn't the decisive factor and that's important to point out," Svensson told the TT news agency.

Svensson's findings are included a doctoral dissertation entitled "Routes, Routines and Emotions in Decision Making of Emergency Call Takers" which he defended last week at the Blekinge Institute of Technology.

"One could say that what I've found highlights to complexity involved when a decision is made in an emergency call," he said.

The task of emergency operators is complicated by the fact that they can't see the people who are calling, leaving operators only able to consider what callers say and how they sound.

"Language is of course a critical link. A person needs to be able to express why he or she needs help," said Svensson.

A spokesperson from SOS Alarm told TT that the emergency operator service is very interested in Svensson's findings.

"We're going to analyze the results more closely and in all likelihood use it to help us to make even better and safer assessments, said SOS Alarm's Anders Klarström.

"There isn't a lot of research into emergency calls, and against that background this is incredibly valuable for us."

TT/The Local/dl

Follow The Local on Twitter

Related links:

Don't miss...X
Left Right

Your comments about this article

10:01 June 19, 2012 by gpafledthis
Another attempt to "de-sweedize" behavior ! Total "malmosation" of sweden!! Alarm your house-alarm your car-alarm you shop-NOW alarm your voice !
11:18 June 19, 2012 by voiceofreason
It is totally un-swedish to panic or sound distressed. That is what we immigrants (especially South Americans, Africans and Arabs) do well, Unfortunately, our accent might work against us anyway.

An educated and enlightened population will react more calmly to emergencies, that does not mean their call should be disregarded. It is the responsibility of the dispatcher to question the caller and get more information about the situation and decide whether to send an ambulance.
11:43 June 19, 2012 by e1zorro
If ambulance services are stretched so thin that call centre operators are required to make snap judgements on the "seriousness" of emergencies based on limited information, the there is obviously a wider issue that needs solving.

Ideally every callout should be treated equally (within reason), only the paramedics at the scene can really assess the situation. If people are having to wait for ambulances then we obviously need more ambulances.
12:04 June 19, 2012 by gpafledthis
Catch #2 (voice of treason) "totally unlike" OUTA touch guy !! Read TL you might discover that 3/4 of sweedies are alarmed as hell !! But they are like the falling tree in the forest it makes NO sound CAUSE NOBODY is LISTENING
Today's headlines
Swimrun
Record win at Sweden's tough island race
Photo: Jakob Edholm/ÖTILLÖ14

Record win at Sweden's tough island race

Two Swedes crushed last year's course record at the Swimrun world championship in Stockholm's archipelago on Monday. READ  

Sweden reveals Academy Award submission
Swedish director Ruben Östlund on set. Photo. TT

Sweden reveals Academy Award submission

The movie set to represent Sweden at the 2015 Academy Awards was revealed on Monday, a film that has already won awards abroad. READ  

Amphetamines
Hidden forest drug stash leads to prosecution

Hidden forest drug stash leads to prosecution

A 53-year-old man has been prosecuted after police in western Sweden made one of their largest drug seizures in the area. READ  

Man shot dead in hunting accident
Photo: Hunter Desportes/Flickr

Man shot dead in hunting accident

UPDATED: Police in northern Sweden say a man was killed on Monday morning after what they described as a "hunting accident". READ  

Pirate Bay Swede's trial set for final stage

Pirate Bay Swede's trial set for final stage

The mother of Swedish Pirate Bay co-founder Gottfrid Svartholm Warg has told The Local about her son's "suffering" in jail ahead of the final stages of his trial. READ  

Suspected Ebola case ruled out in Sweden
Photo: Fredrik Sandberg/TT

Suspected Ebola case ruled out in Sweden

UPDATED: Officials at a Stockholm hospital reported that they had found a suspected case of the Ebola virus on Sunday night. But the case was dismissed on Monday. READ  

Murderer on the loose after breakout

Murderer on the loose after breakout

A 34-year-old man who killed a child is on the run after he broke out of a psychiatric ward in central Sweden. READ  

Skåne floods
Huge clear up underway after Skåne floods
A Malmö bus under water. Photo: Stig Åke Jönsson/TT

Huge clear up underway after Skåne floods

Flood waters subsided in the southern Sweden region of Skåne on Monday, after flash flooding saw chaos on roads and trains at the weekend. READ  

Elections 2014
Sweden's Alliance reveals full manifesto
Photo: Henrik Montgomery/TT

Sweden's Alliance reveals full manifesto

UPDATED: Leaders of the Moderate Party, the Centre Party, the Liberal Party and the Christian Democrats have announced their complete list of election promises in Stockholm's Nacka. READ  

Zlatan scores hat trick in PSG thrashing
Photo: AP

Zlatan scores hat trick in PSG thrashing

Champions Paris Saint-Germain thumped Saint-Etienne 5-0 as Bordeaux saw their 100 percent record at the start of the Ligue 1 season ended on Sunday with a 1-1 draw against Bastia. READ  

RECEIVE OUR NEWSLETTER AND ALERTS
Tech
Sweden's highest peak to lose title next year
Politics
How immigration became a key election issue
Society
Brit's life in Sweden becomes BBC radio show
Gallery
People-watching August 27
Gallery
Top ten false friends in Swedish
Blog updates

25 August

Hit och dit, här och där (The Swedish Teacher) »

" Hej igen! A common challenge for Swedish language students are the location adverbs hit/här, dit/där, hem/hemma etc. Some of the location adverbs come in two versions. We should use one type of location adverb when we use a verb describes where we are, and we should use the other type of location adverb when we the verb..." READ »

 

25 August

The Dollar Store (Blogweiser) »

"A dollar store in Sweden. Blog post: http://t.co/tNuuvcP1q0 #USD #greenbacks #sweden #sverige pic.twitter.com/RHFAYf7U1k — Joel Sherwood (@joeldsherwood) August 23, 2014 There’s a chain here in Sweden called The DollarStore. This name always stood out to me in a country where they don’t use dollars. I went there for the first time this weekend. They actually accepted greenbacks..." READ »

 
 
 
National
Roma advocate scoops Wallenberg prize
Society
Meet the man who made a Swedish store recall its high heels for kids
Business & Money
'How I came to run my own business in Sweden'
Politics
Expert explains why Sweden's election oozes uncertainty
National
City plays Schindler's List theme at Nazi rally
Society
For Stockholm Fashion Week, here's the A-Z of Swedish fashion
National
'Amnesiac' man avoids deportation for ten years
Gallery
Princess Estelle through the years
Business & Money
Swedish city all set for six-hour workday trial
Business & Money
Five golden rules for the Swedish job hunt
Sponsored Article
Graduates: Insure your income in Sweden with AEA
Gallery
People-watching August 22-24
National
Armed royal guards caught (very) drunk on the job
National
Sweden orders textbook on Roma discrimination
Gallery
Violent anti-Nazi demonstrations in Malmö
Society
A closer look at Sweden's five official minority languages
Gallery
See the destruction from the southern Sweden floods
Politics
'Sweden Democrats hold the key to elections'
Society
Swedes celebrate first day of smelly fish season
Sponsored Article
Find out what gives this Swedish school executive appeal
Sponsored Article
Introducing...Your finances in Stockholm
Sponsored Article
Introducing...Housing in Stockholm
Latest news from The Local in Austria

More news from Austria at thelocal.at

Latest news from The Local in Switzerland

More news from Switzerland at thelocal.ch

Latest news from The Local in Germany

More news from Germany at thelocal.de

Latest news from The Local in Denmark

More news from Denmark at thelocal.dk

Latest news from The Local in Spain

More news from Spain at thelocal.es

Latest news from The Local in France

More news from France at thelocal.fr

Latest news from The Local in Italy

More news from Italy at thelocal.it

Latest news from The Local in Norway

More news from Norway at thelocal.no

754
jobs available
Swedish Down Town Consulting & Productions
Swedish Down Town Consulting & Productions is an innovative business company which provides valuable assistance with the Swedish Authorities, Swedish language practice and general communications. Call 073-100 47 81 or visit:
www.swedishdowntown.com
PSD Media
PSD Media is marketing company that offers innovative solutions for online retailers. We provide modern solutions that help increase traffic and raise conversion. Visit our site at:
http://psdmedia.se