Extent of Work Satisfaction of Telephone Advisers in Emergency Medical Information Center: Focus on the Content of Work and the Working Environment

ABSTRACT

PURPOSE: This research investigated the extent of telephone advisers'satisfaction with respect for giving telephone advice and the working environment at 12 emergency medical information centers. METHODS: During July 2004, we approached 12 emergency medical information centers. We sent a three page postal questionnaire to each worker. The questionnaire had three parts questions about the working environment, giving telephone advice, and demographic characteristics. RESULTS: The response rate was 81.8%. The hundred (100) workers selected for this study were telephone advisers. As to the working environment, they were unsatisfied with the small workspace and the poor ventilation. Sixty-three (63) workers had telephone advice education. They felt that 'callers' overstatements' and 'not seeing the patients' left them stressed when giving telephone advice. They anticipated that 'protocol' and 'education about medical knowledge' were necessary for improving telephone advice. Seventy-three (73) workers had experienced burnout syndrome. CONCLUSION: Based on this survey on the extent of satisfaction with giving telephone advice and with the working environment, we think that improvements in the working environment and in the professional education for telephoneadvice skills are necessary. Also, we suggest that education to improve advisers'medical knowledge, development of advice protocols, and a program to prevent and manage burnout syndrome are required for enhanced work satisfaction in the future.