Evaluation of the calls made to 112 and the problems 112 employees encounter

466 CMJ Original Research December 2020, Volume: 42, Number: 4 Cumhuriyet Tıp Dergisi (Cumhuriyet Medical Journal) 466-472 http://dx.doi.org/10.7197/cmj.758507 Evaluation of the calls made to 112 and the problems 112 employees encounter 112’ye yapılan başvuruların ve 112 karşılaştığı sorunların değerlendirilmesi çalışanlarının Kamil Sani Öngören1, Dilaver Tengilimioğlu2, Nurperihan Tosun3 Vezirköprü District of Health Directorate, Vezirköprü, Edirne, Turkey Atılım University Institute of Social Sciences, Ankara, Turkey 3 Sivas Cumhuriyet University, Health Science Faculty, Sivas, Turkey Corresponding author: Nurperihan Tosun, Sivas Cumhuriyet University, Health Science Faculty, Sivas, Turkey E-mail: Received/Accepted: July 03, 2020 /December 21, 2020 Conflict of interest: There is not a conflict of interest. 1 2 SUMMARY Objective: The purpose of this study is to evaluate the calls made to 112 Emergency Call Center in Edirne and to identify the problems experienced by the employees. Method: The universe of this study consisted of Edirne 112 Emergency Call Center employees (N = 233). The research was carried out as cross-sectional and descriptive. The surveys were distributed to all employees on a voluntary basis, but 160 people completed the survey. A survey was conducted to identify the problems faced by 112 employees. Also, document scanning method was used to evaluate the calls made to 112 emergency center. Data was performed with frequency percentage and descriptive statistics in SPSS 21 program. Results: The number of cases for the first 9 months of 2019 is 31.365. It was found that 78% of the cases in Edirne 112 Emergency Health Services were medical, 83.5% were intraprovincial referrals and 51.8% were prediagnosed of the cardiovascular system. 53.1% of 112 Emergency Healthcare employees are women, 41.9% are Emergency Medical Technicians, 43.8% are associate degree graduates, 73.8% of them are working as civil servants, and 31.3% have been professionally working for 10 years or more. 18.2% of the employees stated that they had commination’s problems with patient relatives, 11.2% have felt time pressure and 10.6% stated that they were uncomfortable with ambulance failures. 61.2% of the participants stated that they were being violated in their working environments. In addition, 46.7% of the participants stated that they were exposed to verbal violence and called code white. Conclusions: It was found that the majority of 112 cases were due to medical reasons and with a prediagnosis related to the cardiovascular system. It was also determined that 112 employees generally have problems with patient relatives, feel time pressure and are exposed to violence. 61.2% of the participants were exposed to violence and 46.7% stated that they were subjected to verbal violence and gave white code, because the employees were generally in trouble with their relatives, because they felt time pressure and were exposed to false reports. Keywords: Emergency health services, 112, health workers, ambulance, violence Kamil Sani Öngören Dilaver Tengilimioğlu Nurperihan Tosun ORCID IDs of the authors: K.S.Ö. 0000-0000-0000-000X D.T. 0000-0001-7101-1944 N.T. 0000-0001-6548-3099 467 ÖZET Amaç: Bu çalışma da Edirne 112 Acil Çağrı Merkezine yapılan başvuruların değerlendirilmesi ve bu merkezde çalışanların yaşadıkları sorunların belirlenmesi amacıyla yapılmıştır. Yöntem: Kesitsel ve tanımlayıcı olarak gerçekleştirilen araştırmanın evrenini Edirne 112 Acil Çağrı Merkezi çalışanları (N=233) oluşturmuştur. Anketler gönüllük esasına göre tüm çalışanlara dağıtılmış ancak 160 kişi anketi doldurmuştur. 112 çalışanlarının karşılaştığı sorunların belirlenmesinde anket formu, 112’ye yapılan başvuruların değerlendirilmesinde ise doküman taraması yöntemi kullanılmıştır. Veriler SPPS. 21 programında frekans yüzde ve tanımlayıcı istatistikler ile gerçekleştirilmiştir. Bulgular: 2019 yılı ilk 9 aya ait vaka sayısı 31.365’dir. Edirne 112 Acil Sağlık Hizmetlerine yapılan vakaların %78’inin medikal, % 83.5’inin il içi sevk ve %51,8’inin ön tanısının kardiyovasküler sistem ile ilgili olduğu saptanmıştır. 112 Acil Sağlık Hizmetleri çalışanlarının %53,1’i kadın, %41,9’u Acil Tıp Teknikeri, %43,8’i önlisans mezunu, %73,8’i devlet memuru statüsünde çalışan olup, %31,3’ünün mesleki çalışması süresi 10 yıl ve üzeridir. Çalışanların %18,2’si hasta yakınları ile iletişim sorunu yaşadığını, %11,2’si zaman baskısı hissettiğini ve %10,6’sı ise ambulans arızlarından rahatsızlık duyduğunu ifade etmiştir. Katılımcıların %61,2’si çalışma ortamlarında şiddete maruz kaldığını belirtmiştir. Ayrıca katılımcıların %46.7’si sözel şiddete maruz kalıp beyaz kod verdiğini belirtmiştir. Sonuç: 112’ye gelen vakaların çoğunluğunun medikal nedenlerle gerçekleştiği ve ön tanısının da kardiyovasküler sistem ile ilgili olduğu saptanmıştır. Katılımcıların %61,2’si şiddete maruz kaldığını ve %46,7’sinin sözel şiddete maruz kalıp beyaz kod verdiğini ifade ederken, çalışanların genel olarak hasta yakınları ile iletişim sorun yaşadığı, zaman baskısı hissettikleri, yanlış ihbara maruz kaldıkları belirlenmiştir Anahtar sözcükler: Acil sağlık hizmetleri, 112, sağlık çalışanları, ambulans, şiddet INTRODUCTION Emergency health services are an important component of healthcare systems and they make a significant contribution to reducing preventable deaths and disabilities, especially in low and middle-income countries. Therefore, the health services have traditionally focused on emergency health services especially in the developing countries 1,2. Emergency health services are considered as the systems responsible for providing emergency aid and protecting public health and safety, and their aim is to respond to calls for help quickly, to provide initial stabilization services and to transfer patients to the appropriate hospitals when necessary. In life-threatening emergencies, it also improves the health status of patients including the ability to react quickly of the employees of 112 3. American Emergency Physicians Association states that timely responsiveness, providing expert health personnel, moving to an appropriate health facility and providing medical surveillance are included in the quality emergency health services and access to the emergency health services 4. The command control center, ambulance, competence and training of the personnel and administrative mechanisms must be considered and evaluated together in the effective management of prehospital emergency health services, which concern different disciplines and have many components 5. Ambulance employees are the first to reach the patient who requires urgent intervention, see the patient at the scene, start the treatment and provide the transfer. In all these processes, they have to make decisions and act very quickly 6. For these reasons, the staff working in emergency health services, which generally interfere with critical cases, has a higher potential to be expose (...truncated)