Variation in the delivery of telephone advice by emergency medical services: a qualitative study in three services.


School of Health and Related Research, University of Sheffield, Sheffield, UK [Email]


An emergency ambulance is not always the appropriate response for emergency medical service patients. Telephone advice aims to resolve low acuity calls over the phone, without sending an ambulance. In England, variation in rates of telephone advice and patient recontact between services raises concerns about inequities in care. To understand this variation, this study aimed to explore operational factors influencing the provision of telephone advice.


health services research,prehospital care,qualitative research,