4. Å forske på politiets operasjonssentral

Lundgaard, Jenny Maria

doi:10.18261/9788215040974-2021-04

Cited by 4 publications

(13 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…As evident from this study, dispatchers must remember that every individual situation has its context, even when it shares similarities with other comparable situations. This highlights the importance of obtaining a correct and thorough understanding of each unique situation as soon as possible [13][14][15].…”

Section: The Context and Acknowledging The Caller's Perspectivementioning

confidence: 99%

“I do not want an ambulance, I just need help” A Qualitative Study of Callers’ Experience of Calls to the Emergency Medical Communication Center

Spjeldnæs,

Nilsen,

Myrmel

et al. 2023

Preprint

View full text Add to dashboard Cite

Background The Emergency Medical Communications Center (EMCC) is essential in emergencies and often represents the public’s first encounter with the healthcare system. Previous research has mainly focused on the dispatcher’s perspective. Therefore, there is a lack of insight into the callers’ perspectives, the attainment of which may contribute significantly to improving the quality of this vital public service. Most calls are now made from mobile phones, opening up novel approaches for obtaining caller feedback using tools such as short-message services (SMS). Thus, this study aims to obtain a better understanding of callers’ actual experiences and how they perceived their interaction with the EMCC. Methods A combination of quantitative and qualitative study methods was used. An SMS survey was sent to the mobile phone numbers of everyone who had contacted 113 during the last months. This was followed by 31 in-depth interviews with people either satisfied or dissatisfied. Grounded theory and phenomenology inspired the interviews. Results We received 1680 (35%) responses to the SMS survey, sent to 4807 unique numbers. Most respondents (88%) were satisfied, evaluating their experience as 5 or 6 on a six-point scale, whereas 5% answered with 1 or 2. The interviews revealed that callers were in distress before calling 113. By actively listening and taking the caller seriously, and affirming that it was the right choice to call the emergency number, the EMCC make callers experience a feeling of help and satisfaction, regardless of whether an ambulance was dispatched to their location. If callers did not feel taken seriously or listened to, they were less satisfied. A negative experience may lead to a higher distress threshold and an adjusted strategy before the caller makes contact 113 next time. Callers with positive experiences expressed more trust in the healthcare systems. Conclusions For the callers, the most important was being taken seriously and listened to. Additionally, they welcomed that dispatchers express empathy and affirm that callers made the right choice to call EMCC, as this positively affects communication with callers. The 113 calls aimed to cooperate in finding a solution to the caller’s problem.

show abstract

Section: The Context and Acknowledging The Caller's Perspectivementioning

confidence: 99%

“I do not want an ambulance, I just need help” A Qualitative Study of Callers’ Experience of Calls to the Emergency Medical Communication Center

Spjeldnæs,

Nilsen,

Myrmel

et al. 2023

Preprint

View full text Add to dashboard Cite

show abstract

“…Classification is fundamental to policing and is a prerequisite for choosing a course of action (Dubber, 2005; Lundgaard, 2021). Drawing on narrative criminology and sense-making theory, this article studies prevention as a first-order concept (Van Maanen, 1979) through its narrative articulation, meaning how it is used and understood in the field under study.…”

Section: Police Power Risk and Classificationmentioning

confidence: 99%

Preventing prosecution: Narratives on proactive policing

Vestby

2023

Theoretical Criminology

View full text Add to dashboard Cite

Multi-agency partnerships and intelligence-led policing are among the proactive policing strategies used to manage and prevent crime outside the criminal justice process. Drawing on narrative criminology, this article studies the co-constitution of concrete proactive policing methods and the populations and crimes that they are directed at. Further, the article illuminates the variety of distinct approaches that are understood in the studied policing context as ‘preventive’, a term found to be applicable to any police strategy or method that does not involve investigation and is not aimed at building a criminal case for prosecution. Whereas crime prevention effects are considered desirable and achievable, at least in theory, the internal organisational aim to prevent prosecution exerts an influence on how crimes as well as the crime prevention mandate are made sense of and rendered actionable.

show abstract

“…Kusenbach, 2003: 466-476). As suggested by Fassin (2013) and Lundgaard (2019), placing oneself in the same situation as the observed actor, the first author would attempt to think like the police officers she studied. This close and interactive observational role contributes to understanding participants' actions, considerations and practices.…”

Section: Riding Shotgun: What Do You Have To Give To Get?mentioning

confidence: 99%

“…Sitting in the front seat, rather than in the back seat, allows the researcher to have the same focus of gaze as the police officer because the driver and front-seat passenger often have joint experiences (Laurier et al, 2008), although the professional gaze will differ between the observed police officer and the researcher (Lundgaard, 2019). One issue that appeared particularly interesting from the beginning of the fieldwork was the ‘directed surveillance gaze’, a concept drawing on the much-used term ‘the police gaze’ (Finstad, 2000).…”

Section: Front-seat Researchmentioning

confidence: 99%

Riding shotgun – Front-seat research and the socio-material considerations of ethnography on the move

Dahl

Tjora

2021

Qualitative Research

View full text Add to dashboard Cite

In this article, we explore methodological considerations of using the car as space for ethnographic research on police work. With a socio-material perspective, we are concerned about how the car’s particular materiality and mobility shapes social interaction that takes place within it. We argue that this affects the researcher role, and that the researcher’s spatial position in the car affects the researcher role further. The position’s impact on interaction is made evident when the researcher is ‘riding shotgun’, rather than being placed in the back seat. We argue that this front-seat role comes with increased reciprocity towards the driver/officer, demanding a more (inter) active research practice. Hence, the riding shotgun position potentially increases the empirical input with the closer interaction between the researched and the researcher. More generally, the case illustrates the very delicate considerations of researcher positioning within ethnography on the move.

show abstract

4. Å forske på politiets operasjonssentral

Cited by 4 publications

References 0 publications

“I do not want an ambulance, I just need help” A Qualitative Study of Callers’ Experience of Calls to the Emergency Medical Communication Center

“I do not want an ambulance, I just need help” A Qualitative Study of Callers’ Experience of Calls to the Emergency Medical Communication Center

Preventing prosecution: Narratives on proactive policing

Riding shotgun – Front-seat research and the socio-material considerations of ethnography on the move

Contact Info

Product

Resources

About