| Irrelevant detail n=47 | Patient name | 9 | Caller (asking colleague): “Who is it?” Operator: “Emergency, which site?” Caller: “(asking colleague Who)…(pause 00:00:00–00:00:05)…I'm calling from ward X, we have got an emergency, one moment, trying to find out who it is…pause…Mr. ****…” Operator: “Yeah but what kind of an emergency?” Caller: “but…one moment (pause 00:00:00–00:00:06) Mr ****” Operator: “I don't need patients name, is it a cardiac arrest or medical emergency?” Caller: “…Cardiac arrest, yeah…” Operator: “So you have a cardiac arrest, ward X hospital A. Thank you.” Call duration: 40 s
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| Clinical condition | 35 |
| Incident description | 3 |
| Speech n=20 | Accent | 4 | Operator, “Emergency, which site?” Caller: “Arrest in endoscopy, outside. Porter just say that.” Operator: “Cardiac arrest in endoscopy, is that what you are saying?” Caller: “Yes.” Call duration: 22 s
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| Fast talking | 6 |
| Hesitancy | 10 |
| Incorrect terminology (n=14) | | 14 | Operator: “Emergency, which site?” Caller: “Hospital A, ward X.” Operator: “What is happening?” Caller: “Arrest, peri-arrest.” Operator: “Do I have to say peri-arrest?” Caller: “Oh no it's a cardiac arrest.” Operator: “Hospital A, cardiac arrest, ward X.” Caller: “Thank you, bye.” Call duration: 21 s
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| Location of emergency n=22 | Difficulty describing location in non-clinical area | 12 | Operator: “Emergency, which site?” Caller: “err…Hospital A.” Operator: “What is the matter?” Caller: “A man has fallen over outside of our Ward X.” Operator: “So is it a medical emergency?” Caller: “Yeah.” Operator: “Outside ward X.” Caller: “Yes, by X X.” Operator: “Outside by? So is it outside the doors?” Caller: “I can see him through the windows, there are some people with him, erm but he needs an ambulance. I don't know any other details.” Operator: “Ok, medical emergency so its outside the doors by ward X, shall I say that?” Caller: “No, it's just by X X.” Operator: “Ok, by X X, thank you.” Call duration: 42 s
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| Unnecessary repetition of location | 10 |
| Uncertainty about nature of emergency n=14 | Retrieve nature of emergency from source provider | 5 | Operator: “Emergency, which site?” Caller: “Hello, ward XX, Hospital A please.” Operator: “What have you got?” Caller: “I think it is a cardiac arrest.” Operator: “You think or is it a cardiac arrest?” Caller: “Hold on 1 min, 1 min (00:00:11 – 00:00:25)…hello?…yes it is a cardiac arrest.” Operator: “Cardiac arrest, thank you.” Call duration: 31 s
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| Unsure about nature of emergency | 9 |