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A qualitative analysis of stressors affecting 999 ambulance call handlers' mental health and well-being
Powell, Catherine ; ; Lord, Kathryn ; Bell, F. ;
Powell, Catherine
Lord, Kathryn
Bell, F.
Publication Date
2023-07
End of Embargo
Supervisor
Rights
© 2022, Emerald Publishing Limited. This author accepted manuscript is deposited under a Creative Commons CC-BY-NC licence (https://creativecommons.org/licenses/by-nc/4.0/deed.en)
Peer-Reviewed
Yes
Open Access status
openAccess
Accepted for publication
26/09/2022
Institution
Department
Awarded
Embargo end date
Additional title
Abstract
Purpose
The 999 ambulance call handler is critical in responding to emergency patient treatment; however, the call handlers are often a hidden component of the healthcare workforce and an under-researched group. The objective of this study is to understand stress triggers experienced by 999 ambulance call handlers that could lead to burnout and examine personal and organisational mechanisms and strategies which reduced the risk of burnout.
Design/methodology/approach
A single interview case study approach applying qualitative methods was undertaken. Participants were identified through a purposive sample of 999 ambulance call handlers with the Yorkshire Ambulance Service National Health Service Trust (UK). Participants were interviewed via telephone between July 2019 and September 2019.
Findings
In total, 18 staff participated in this study. Societal factors including public incivility and media representation and organisational factors, such as a demanding environment, lack of appreciation and career progression, training issues and protocols were key stressors. Organisational well-being services were helpful for some, but for others lacked accessibility and appropriateness. Positive public feedback and speaking with peers bolstered well-being. 999 ambulance call handlers suggested that sufficient breaks, co-design or feeding back on training and protocols and creating more informal opportunities to discuss ongoing everyday stressors as methods to reduce stress and burnout.
Originality/value
This paper explores a previously under researched area on stressors and potential burnout in 999 call handlers. This paper highlights the need for improved organisational support services and appropriate public and sector peer recognition of the role of ambulance 999 ambulance call handlers.
Version
Accepted manuscript
Citation
Powell C, Fylan B, Lord K et al (2023) A qualitative analysis of stressors affecting 999 ambulance call handlers' mental health and well-being. International Journal Of Emergency Services. 12(2): 231-242.
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Link to Version of Record
Type
Article