Domestic SOS operators’ skill can sometimes be the difference between life and death. At the same time, demands on the staff at its call centers. Language skills are becoming increasingly important, according to a thesis at Lund University.
– The society is moving towards an increasingly complex reality and look brand new emergencies. We need more nurses and improved interpreter resources in emergency centers, says sociologist Karl Hedman, who during work on the dissertation followed nearly 600 hours of conversation between the emergency staff and callers.
The number of calls to the emergency services and the number of emissaries ambulances has increased in recent years. According to Karl Hedman says SOS centers and medical services face a major challenge to meet, among other newcomers who do not master the Swedish language and the increasing proportion of older people who for various reasons have difficulty understanding the SOS crew instructions.
– staff should deal with stress, cope with providing psychosocial support to people who are about to panic and also be able to hold a conversation in English and understand the Swedish spoken in other ways. There are new situations that are added to the “regular” alarm data. We must not end up on the margins of the work. This requires increased investment from both the SOS centers, regions and counties, says Karl Hedman.
In recent years, SOS Alarm has been criticized for long delays, errors of judgment and felprioriteringar in a number of high-profile cases. Last year also started the Inspectorate for Health Care a review of how the emergency handle information that sick leave.
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