THE ORGANIZATION OF WORK AND STRESS AT THE DISPATCHER\u27S WORKPLACE IN GENERAL EMERGENCY SERVICE

Teoretična izhodišča: Dispečerska služba v zdravstvu predstavlja ključni dejavnik, od katerega je odvisno učinkovito delovanje zdravstvenih služb na terenu. Je temelj izvajanja nujne medicinske pomoči. Namen: Namen raziskave je bil proučiti organiziranost dela posameznih dispečerskih služb v Sloveniji ter odgovornost dispečerjev in z njo povezan stres na delovnem mestu. Metode: Uporabili smo kvantitativno metodologijo raziskovanja, metodo deskripcije in komparativno metodo. Kot raziskovalni instrument smo uporabili spletni vprašalnik, ki je vseboval 21 vprašanj. V raziskovalni vzorec je bilo vključenih 87 dispečerjev, ki so se med seboj razlikovali po spolu, izobrazbi, dolžini delovne dobe in kraju zaposlitve. Za statistično obdelavo podatkov smo uporabili IBM SPSS 21. Statistične razlike med skupinami smo računali na podlagi Hi kvadrat testa in Mann-Whitney testa. Rezultati:. V raziskavi je sodelovalo 87 anketirancev, 67 moških in 20 žensk. Iz analize podatkov ugotavljamo, da delo dispečerja opravlja 46 % anketiranih. Prva oseba, ki sprejme klic s terena, je v 34 % primerov dispečer, le 17 % klicev je nujne narave. Posebna pisna navodila za izvajanje dispečerske službe ima 57 % anketiranih. Da je delo dispečerja zelo stresno trdi 47 % anketiranih. Spodbuden je rezultat, da anketiranci, kljub stresnemu delu, posvečajo dovolj časa sproščanju. Sklep: Dispečerstvo je trenutno najšibkejši člen v verigi preživetja, zato je potrebna prenova celotne dispečerske službe. Za kakovostno in kvalitetno organizacijo dela na področju dispečerstva je osnova dobra tehnična podpora ter enotna pisna navodila in protokoli za vse dispečerske službe v Sloveniji. Delo v službi nujne medicinske pomoči spada med najbolj stresne službe v zdravstvu, zato je izobraževanje na področju spopadanja s stresom zelo pomembno.Theoretical background: The dispatching service in health care represents a key factor, upon which depends the efficient functioning of the ground medical service. It is the basis of providing emergency medical assistance. Purpose: The purpose of this study was to investigate the organization of work of individual dispatcher services in Slovenia, the responsibilities of dispatchers and the related workplace stress. Methods: Quantitative research methodology, descriptive research, and comparative method were used in this study. An online questionnaire containing 21 questions was used as a research tool. The research sample included 87 dispatchers, who differed in sex, education, years of service and place of employment. IBM SPSS 21 was used for statistical analysis. Statistical differences between groups were calculated on the basis of the Chi-square test and Mann - Whitney test. Results: The study involved 87 respondents, 67 men and 20 women. The data analysis shows that 46 % of respondents only work as dispatchers. The first person who receives a call from the field is in 34 % of cases a dispatcher, and the call is only in 17 % of cases urgent. 57 % of respondents have specific written instruction for carrying out the dispatcher service. 47 % of respondents claim that working as a dispatcher is very stressful. An encouraging result is that, despite the stressful work, the respondents devote enough time to relaxing. Conclusion: The dispatching service is currently the weakest link in the chain of survival, and it must be renovated. For high-quality organization of work in the field of dispatching, a good technical support and uniform instructions and protocols for all dispatcher services in Slovenia are necessary. Working in emergency medical services is one of the most stressful jobs in health care, therefore, education on how to cope with stress is very important