{"id":"https://openalex.org/W3190469890","doi":"https://doi.org/10.1186/s13049-021-00917-y","title":"Evaluating a training intervention for improving alignment between emergency medical telephone operators and callers: a pilot study of communication behaviours","display_name":"Evaluating a training intervention for improving alignment between emergency medical telephone operators and callers: a pilot study of communication behaviours","publication_year":2021,"publication_date":"2021-07-31","ids":{"openalex":"https://openalex.org/W3190469890","doi":"https://doi.org/10.1186/s13049-021-00917-y","mag":"3190469890","pmid":"https://pubmed.ncbi.nlm.nih.gov/34332640","pmcid":"https://www.ncbi.nlm.nih.gov/pmc/articles/8325801"},"language":"en","primary_location":{"id":"doi:10.1186/s13049-021-00917-y","doi":"https://doi.org/10.1186/s13049-021-00917-y","is_oa":true,"landing_page_url":"https://doi.org/10.1186/s13049-021-00917-y","pdf_url":"https://sjtrem.biomedcentral.com/track/pdf/10.1186/s13049-021-00917-y","source":{"id":"https://openalex.org/S108358066","display_name":"Scandinavian Journal of Trauma Resuscitation and Emergency Medicine","issn_l":"1757-7241","issn":["1757-7241"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","dongbi-c","doyens","jufo-1","ki-jl-1","medline","norway-1","oarl","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320256","host_organization_name":"BioMed Central","host_organization_lineage":["https://openalex.org/P4310320256","https://openalex.org/P4310319965"],"host_organization_lineage_names":["BioMed Central","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj","pubmed"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://sjtrem.biomedcentral.com/track/pdf/10.1186/s13049-021-00917-y","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5036002858","display_name":"Jennifer Gerwing","orcid":"https://orcid.org/0000-0001-6211-8723","observed_orcids":["https://orcid.org/0000-0001-6211-8723"]},"institutions":[{"id":"https://openalex.org/I2800192669","display_name":"Akershus University Hospital","ror":"https://ror.org/0331wat71","country_code":"NO","type":"healthcare","lineage":["https://openalex.org/I2800192669"]}],"countries":["NO"],"is_corresponding":true,"raw_author_name":"Jennifer Gerwing","raw_affiliation_strings":["Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, L\u00f8renskog, Norway. jennifer.gerwing@gmail.com","Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, L\u00f8renskog, Norway"],"raw_orcid":"https://orcid.org/0000-0001-6211-8723","affiliations":[{"raw_affiliation_string":"Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, L\u00f8renskog, Norway. jennifer.gerwing@gmail.com","institution_ids":["https://openalex.org/I2800192669"]},{"raw_affiliation_string":"Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, L\u00f8renskog, Norway","institution_ids":["https://openalex.org/I2800192669"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5111409201","display_name":"Jon Erik Steen-Hansen","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I2802281627","display_name":"Sykehuset i Vestfold","ror":"https://ror.org/04a0aep16","country_code":"NO","type":"healthcare","lineage":["https://openalex.org/I2802281627"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Jon Erik Steen-Hansen","raw_affiliation_strings":["Division of Prehospital Care, Vestfold Hospital Trust, Box 2168, NO-3103, T\u00f8nsberg, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Division of Prehospital Care, Vestfold Hospital Trust, Box 2168, NO-3103, T\u00f8nsberg, Norway","institution_ids":["https://openalex.org/I2802281627"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5091881177","display_name":"Trond Arne Mjaaland","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Trond Mjaaland","raw_affiliation_strings":["Somsagt AS, Forskningsparken / Oslo Science Park, Gaustadalleen 21, 0349, Oslo, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Somsagt AS, Forskningsparken / Oslo Science Park, Gaustadalleen 21, 0349, Oslo, Norway","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079166301","display_name":"B\u00e5rd Fossli Jensen","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"B\u00e5rd Fossli Jensen","raw_affiliation_strings":["Somsagt AS, Forskningsparken / Oslo Science Park, Gaustadalleen 21, 0349, Oslo, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Somsagt AS, Forskningsparken / Oslo Science Park, Gaustadalleen 21, 0349, Oslo, Norway","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5045598176","display_name":"Olav Eielsen","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Olav Eielsen","raw_affiliation_strings":["NorSahel, Fjonevegen 72, 3855, Treungen, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"NorSahel, Fjonevegen 72, 3855, Treungen, Norway","institution_ids":[]}]},{"author_position":"middle","author":{"id":null,"display_name":"Owen Matthew Truscott Thomas","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I2800192669","display_name":"Akershus University Hospital","ror":"https://ror.org/0331wat71","country_code":"NO","type":"healthcare","lineage":["https://openalex.org/I2800192669"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Owen Matthew Truscott Thomas","raw_affiliation_strings":["Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, L\u00f8renskog, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, L\u00f8renskog, Norway","institution_ids":["https://openalex.org/I2800192669"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5006858602","display_name":"P\u00e5l Gulbrandsen","orcid":"https://orcid.org/0000-0001-7434-5392","observed_orcids":["https://orcid.org/0000-0001-7434-5392"]},"institutions":[{"id":"https://openalex.org/I184942183","display_name":"University of Oslo","ror":"https://ror.org/01xtthb56","country_code":"NO","type":"education","lineage":["https://openalex.org/I184942183"]},{"id":"https://openalex.org/I2800192669","display_name":"Akershus University Hospital","ror":"https://ror.org/0331wat71","country_code":"NO","type":"healthcare","lineage":["https://openalex.org/I2800192669"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"P\u00e5l Gulbrandsen","raw_affiliation_strings":["Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, L\u00f8renskog, Norway","Institute of Clinical Medicine, University of Oslo, PO box 1171, Blindern, 0318, Oslo, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Health Services Research Unit, Akershus University Hospital, Sykehusveien 25, 1478, L\u00f8renskog, Norway","institution_ids":["https://openalex.org/I2800192669"]},{"raw_affiliation_string":"Institute of Clinical Medicine, University of Oslo, PO box 1171, Blindern, 0318, Oslo, Norway","institution_ids":["https://openalex.org/I184942183"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5036002858"],"corresponding_institution_ids":["https://openalex.org/I2800192669"],"apc_list":{"value":2790,"currency":"USD","value_usd":2790},"apc_paid":{"value":2790,"currency":"USD","value_usd":2790},"fwci":3.3533,"has_fulltext":true,"cited_by_count":22,"citation_normalized_percentile":{"value":0.93329982,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":"29","issue":"1","first_page":"107","last_page":"107"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T14354","display_name":"Emergency Medicine Education and Research","score":0.7221999764442444,"subfield":{"id":"https://openalex.org/subfields/2711","display_name":"Emergency Medicine"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T14354","display_name":"Emergency Medicine Education and Research","score":0.7221999764442444,"subfield":{"id":"https://openalex.org/subfields/2711","display_name":"Emergency Medicine"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11095","display_name":"Emergency and Acute Care Studies","score":0.13930000364780426,"subfield":{"id":"https://openalex.org/subfields/2711","display_name":"Emergency Medicine"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T10827","display_name":"Patient-Provider Communication in Healthcare","score":0.042100001126527786,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/emergency-medical-dispatch","display_name":"emergency medical dispatch","score":0.8209999799728394},{"id":"https://openalex.org/keywords/telephone-operators","display_name":"telephone operators","score":0.7099999785423279},{"id":"https://openalex.org/keywords/communication-skills","display_name":"communication skills","score":0.6850000023841858},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.4779999852180481},{"id":"https://openalex.org/keywords/open-ended-questions","display_name":"open-ended questions","score":0.6779999732971191},{"id":"https://openalex.org/keywords/chain-of-survival","display_name":"chain of survival","score":0.7059999704360962},{"id":"https://openalex.org/keywords/behavior-change","display_name":"behavior change","score":0.4869999885559082}],"concepts":[{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.7316999435424805},{"id":"https://openalex.org/C2780665704","wikidata":"https://www.wikidata.org/wiki/Q959298","display_name":"Intervention (counseling)","level":2,"score":0.5690492391586304},{"id":"https://openalex.org/C2775924081","wikidata":"https://www.wikidata.org/wiki/Q55608371","display_name":"Control (management)","level":2,"score":0.4734463393688202},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.42010489106178284},{"id":"https://openalex.org/C2776436463","wikidata":"https://www.wikidata.org/wiki/Q4967030","display_name":"Brief intervention","level":3,"score":0.4145428538322449},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.3831297755241394},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.3646279573440552},{"id":"https://openalex.org/C545542383","wikidata":"https://www.wikidata.org/wiki/Q2751242","display_name":"Medical emergency","level":1,"score":0.3545148968696594},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.2329978048801422},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.15595686435699463},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.14190581440925598},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.13230299949645996},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.09781801700592041}],"mesh":[{"descriptor_ui":"D003142","descriptor_name":"Communication","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D004631","descriptor_name":"Emergency Medical Service Communication Systems","qualifier_ui":null,"qualifier_name":null,"is_major_topic":true},{"descriptor_ui":"D004632","descriptor_name":"Emergency Medical Services","qualifier_ui":null,"qualifier_name":null,"is_major_topic":true},{"descriptor_ui":"D004636","descriptor_name":"Emergency Service, Hospital","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D006801","descriptor_name":"Humans","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D010865","descriptor_name":"Pilot Projects","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D013689","descriptor_name":"Telephone","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false}],"locations_count":5,"locations":[{"id":"doi:10.1186/s13049-021-00917-y","doi":"https://doi.org/10.1186/s13049-021-00917-y","is_oa":true,"landing_page_url":"https://doi.org/10.1186/s13049-021-00917-y","pdf_url":"https://sjtrem.biomedcentral.com/track/pdf/10.1186/s13049-021-00917-y","source":{"id":"https://openalex.org/S108358066","display_name":"Scandinavian Journal of Trauma Resuscitation and Emergency Medicine","issn_l":"1757-7241","issn":["1757-7241"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","dongbi-c","doyens","jufo-1","ki-jl-1","medline","norway-1","oarl","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320256","host_organization_name":"BioMed Central","host_organization_lineage":["https://openalex.org/P4310320256","https://openalex.org/P4310319965"],"host_organization_lineage_names":["BioMed Central","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine","raw_type":"journal-article"},{"id":"pmid:34332640","doi":null,"is_oa":false,"landing_page_url":"https://pubmed.ncbi.nlm.nih.gov/34332640","pdf_url":null,"source":{"id":"https://openalex.org/S4306525036","display_name":"PubMed","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Scandinavian journal of trauma, resuscitation and emergency medicine","raw_type":"Journal Article"},{"id":"pmh:oai:pubmedcentral.nih.gov:8325801","doi":null,"is_oa":true,"landing_page_url":"https://pmc.ncbi.nlm.nih.gov/articles/PMC8325801/","pdf_url":null,"source":{"id":"https://openalex.org/S2764455111","display_name":"PubMed Central","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Scand J Trauma Resusc Emerg Med","raw_type":"Text"},{"id":"pmh:oai:www.duo.uio.no:10852/86666","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10852/86666","pdf_url":"http://hdl.handle.net/10852/86666","source":{"id":"https://openalex.org/S7407064446","display_name":"NORA - Norwegian Open Research Archives","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:doaj.org/article:56bd95c98e8842a69f782b50926bd857","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/56bd95c98e8842a69f782b50926bd857","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine, Vol 29, Iss 1, Pp 1-8 (2021)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1186/s13049-021-00917-y","doi":"https://doi.org/10.1186/s13049-021-00917-y","is_oa":true,"landing_page_url":"https://doi.org/10.1186/s13049-021-00917-y","pdf_url":"https://sjtrem.biomedcentral.com/track/pdf/10.1186/s13049-021-00917-y","source":{"id":"https://openalex.org/S108358066","display_name":"Scandinavian Journal of Trauma Resuscitation and Emergency Medicine","issn_l":"1757-7241","issn":["1757-7241"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","dongbi-c","doyens","jufo-1","ki-jl-1","medline","norway-1","oarl","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320256","host_organization_name":"BioMed Central","host_organization_lineage":["https://openalex.org/P4310320256","https://openalex.org/P4310319965"],"host_organization_lineage_names":["BioMed Central","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","score":0.6240000128746033,"display_name":"Good health and well-being"}],"study_designs":[{"id":"https://openalex.org/study-designs/clinical-trial","display_name":"Clinical Trial"}],"awards":[{"id":"https://openalex.org/G6785844472","display_name":null,"funder_award_id":"298420","funder_id":"https://openalex.org/F4320323299","funder_display_name":"Norges Forskningsr\u00e5d"}],"funders":[{"id":"https://openalex.org/F4320323299","display_name":"Norges Forskningsr\u00e5d","ror":"https://ror.org/00epmv149"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3190469890.pdf","grobid_xml":"https://content.openalex.org/works/W3190469890.grobid-xml"},"referenced_works_count":26,"referenced_works":["https://openalex.org/W1593934207","https://openalex.org/W1860678604","https://openalex.org/W1967442104","https://openalex.org/W1976274091","https://openalex.org/W2019224142","https://openalex.org/W2038315409","https://openalex.org/W2063088829","https://openalex.org/W2082305740","https://openalex.org/W2144503293","https://openalex.org/W2146723266","https://openalex.org/W2321485268","https://openalex.org/W2346201799","https://openalex.org/W2483908540","https://openalex.org/W2518152834","https://openalex.org/W2532660673","https://openalex.org/W2625180587","https://openalex.org/W2770269985","https://openalex.org/W2773070553","https://openalex.org/W2774486220","https://openalex.org/W2896337314","https://openalex.org/W2963370353","https://openalex.org/W2965353774","https://openalex.org/W2969562018","https://openalex.org/W3008196730","https://openalex.org/W3136387048","https://openalex.org/W6941319819"],"related_works":["https://openalex.org/W6902062282","https://openalex.org/W6920843097","https://openalex.org/W2146723266","https://openalex.org/W7136004356","https://openalex.org/W1901210786","https://openalex.org/W2216704162","https://openalex.org/W2178361275","https://openalex.org/W7072980673","https://openalex.org/W6921005907","https://openalex.org/W2386287856"],"abstract_inverted_index":{"BACKGROUND:":[0],"Calls":[1,85],"to":[2,38,43,51,74,142,150,159,170,221],"emergency":[3,60],"medical":[4,61],"lines":[5],"are":[6],"an":[7],"essential":[8],"component":[9],"in":[10,67,108,209,252],"the":[11,31,53,94,102,111,140,143,188,194,210,218,226,234,246,260],"chain":[12],"of":[13,46,55,212],"survival.":[14],"Operators":[15,180],"make":[16],"critical":[17],"decisions":[18,230],"based":[19,92],"on":[20,93,184],"information":[21],"they":[22,186],"elicit":[23],"from":[24,119],"callers.":[25,83],"Although":[26],"smooth":[27],"cooperation":[28,81],"is":[29],"necessary,":[30],"field":[32],"lacks":[33],"evidence-based":[34],"guidelines":[35],"for":[36,59,79,257],"how":[37,185],"achieve":[39],"it":[40],"while":[41],"adhering":[42],"strict":[44],"parameters":[45],"index-driven":[47],"questioning.":[48],"We":[49],"aimed":[50],"evaluate":[52,100],"effect":[54],"a":[56,64],"training":[57,247],"intervention":[58,148,160,248],"operators":[62,149,161,172,223],"at":[63],"call":[65],"centre":[66],"T\u00f8nsberg,":[68],"Norway.":[69],"The":[70],"course":[71,95,103,128,227],"was":[72,207],"designed":[73],"enhance":[75],"operators'":[76],"communication":[77],"skills":[78],"smoothing":[80],"with":[82,217],"METHODS:":[84],"were":[86],"analyzed":[87],"using":[88],"inductively":[89],"developed":[90],"coding":[91],"rationale":[96],"and":[97,125,168,199,215],"content.":[98],"To":[99,130],"whether":[101,132],"generated":[104,249],"consolidated":[105],"behavioral":[106],"change":[107,206,251],"everyday":[109],"practice,":[110],"independent":[112],"analyst":[113],"evaluated":[114],"32":[115],"calls,":[116],"selected":[117],"randomly":[118],"eight":[120,151],"operators,":[121,254],"two":[122,126],"calls":[123],"before":[124],"after":[127],"completion.":[129],"measure":[131],"skill":[133],"attainment":[134],"delayed":[135],"decision":[136,145],"making,":[137],"we":[138],"compared":[139],"time":[141],"first":[144,229],"logged":[146,228],"by":[147],"control":[152,171,235],"operators.":[153],"Analysis":[154],"included":[155],"3034":[156],"calls:":[157],"1375":[158],"(T1":[162,173],"=":[163,166,174,177,203],"815;":[164],"T2":[165,176],"560)":[167],"1659":[169],"683;":[175],"976).":[178],"RESULTS:":[179],"demonstrated":[181,244],"improved":[182],"behaviours":[183],"greeted":[187],"caller":[189,195],"(p":[190,196,202,237],"<":[191,197,238],".001),":[192,198],"acknowledged":[193],"displayed":[200],"empathy":[201],"0.015).":[204],"No":[205],"found":[208],"use":[211],"open-ended":[213],"questions":[214],"agreeing":[216],"caller.":[219],"Contrary":[220],"expectations,":[222],"who":[224],"took":[225],"more":[231],"quickly":[232],"than":[233],"group":[236],".001).":[239],"CONCLUSIONS:":[240],"This":[241],"pilot":[242],"study":[243],"that":[245],"behavioural":[250],"these":[253],"providing":[255],"justification":[256],"scaling":[258],"up":[259],"intervention.":[261]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":5},{"year":2024,"cited_by_count":9},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":1}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2021-08-16T00:00:00"}
