Abstract
BackgroundNoise levels are monitored in call centres. A maximum of 52 to 55 dB(A) is recommended in order to prevent adverse events. We aimed at assessing the noise level and the impact of a visual noise indicator on the ambient noise level in a French Regional Emergency Medical Dispatch Centre (EMDC).MethodsWe conducted an observational study in the EMDC of the SAMU25 (University Hospital of Besancon). We measured the noise level using a SoundEarII® noise indicator (Dräger Medical SAS, France). The measurement took place in two phases on three consecutive days from 00:00 to 11:59 PM. At baseline, phase 1, the device recorded the average ambient noise for each minute without visual indication. Secondly, phase 2 included a sensor mounted with a light that would turn on green if noise was below 65 dB(A), orange if noise ever exceeded 65 and red if it exceeded 75 dB(A).ResultsIn the presence of the visual noise indicator, the LAeq was significantly lower than in the absence of visual noise indicator (a mean difference of − 4.19 dB; P < 10–3). It was higher than 55 dB(A) in 84.9 and 43.9% of the time in phases 1 and 2, respectively.ConclusionsThe noise levels were frequently higher than the standards, and sometimes close to recommended limits, requiring preventive measures. The noise indicator had a positive effect on the ambient noise level. This work will allow the implementation of effective prevention solutions and, based on future assessments, could improve operators’ well-being and better care for patient.
Highlights
Noise levels are monitored in call centres
The activity of emergency medical dispatch centres (EMDC) in France is constantly increasing due to the ageing population, the decrease in the number of healthcare professionals, lack of resources, and the environmental and industrial changes that lead to an increase
In phase 2, the indicator was visible for each one in the room and the sensor warned the staff when the noise level exceeded the pre-set thresholds: the light turned green below 65 dB(A), orange when it exceeded the first
Summary
Noise levels are monitored in call centres. A maximum of 52 to 55 dB(A) is recommended in order to prevent adverse events. We aimed at assessing the noise level and the impact of a visual noise indicator on the ambient noise level in a French Regional Emergency Medical Dispatch Centre (EMDC). Noise is a primary hazard threatening human health [2]. Call centres operators may be subject to accidental highintensity noises associated with the use of headsets (i.e. acoustic shocks) [17], which could induce a startle effect and a temporary hearing loss [5, 18]. Standards and guidelines recommend a maximum noise level of 52 to 55 dB(A) for call centres to prevent adverse events [19,20,21]. The French National Research and Safety Institute (INRS) has shown that call centres operators may be exposed to noise levels that exceed these guidelines [5]
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