EVALUATION OF THE CALLS MADE TO 112 AND THE PROBLEMS 112 EMPLOYEES ENCOUNTER

Abstract

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.