Fascinating examples of how an ambulance service has experimented with their communications to save lives. A great example of how to use small experiments and tests to monitor improvements.
Asking “tell me what’s happened” instead of “tell me what happened” saves a staggering nine seconds, on average, per emergency call.
Studies have shown the first phrase prompts an immediate focus on the relevant detail, while the second prompts panicked callers on the line to tell meandering stories, full of unnecessary detail.
Saying “We’re going to do CPR,” instead of asking “Do you want to do CPR?” means a sharp rise in the number of bystanders agreeing to perform first aid while waiting for an ambulance.