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Background <p>The emergency medical services in Berlin are facing an increasing number of missions, partly because people with low-priority psychosocial problems are calling the emergency number 112 for help. Although international evidence shows that telephone counseling can resolve some cases, there is currently no alternative to dispatching ambulances for these calls in Germany.</p> Objectives <p>The study examines the efficacy of a&#xa0;psychosocial telephone service in the emergency control center (PSAPL) in reducing the number of ambulance dispatches.</p> Materials and methods <p>This is a&#xa0;randomized, controlled study conducted in the emergency dispatch center. Participants were selected according to standardized emergency call query codes. On intervention days, callers with low-priority psychosocial requests for help were advised by the PSAPL and, if necessary, referred to other support structures. On control days, an ambulance was routinely dispatched. Individuals who gave their consent were contacted again after 14&#xa0;days to collect self-reported outcomes (e.g., satisfaction).</p> Results <p>There were 72&#xa0;PSAPL conversations during the 2‑month study period. Callers were mostly the affected persons themselves or people close to them. The median call duration was 14 min. In 48&#xa0;cases, an ambulance dispatch was avoided and alternative assistance was usually provided. In 24&#xa0;cases, it was not possible to conclude the case by telephone consultation and an ambulance was dispatched. Those seeking help were predominantly satisfied with the PSAPL intervention.</p> Conclusion <p>For the first time, case-resolving telephone counselling at the control center actively prevented ambulance missions and transports to emergency rooms in the psychosocial spectrum. The PSAPL, therefore, offers a&#xa0;way to close an existing gap in acute psychosocial care and to refer these requests for help in a&#xa0;targeted manner. This could save direct ambulance costs as well as costs of follow-up care.</p>

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Wirksamkeit eines psychosozialen Arbeitsplatzes in der Leitstelle der Berliner Feuerwehr: eine randomisiert-kontrollierte Studie

  • 期刊论文

  • 出版模式：

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  • 发表日期：

    2026年7月9日

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  • Lisa Wollenhaupt,
  • Jan Moll,
  • Michael Mihasi,
  • Daniela Krüger,
  • Antje Fischer-Rosinský,
  • Julian Friebel,
  • Charlotte Rust,
  • Joanna Geib,
  • Dörte Huscher,
  • Andrea Figura,
  • Twyla Michnevich,
  • Paul Brettschneider,
  • Eiko Spielmann,
  • Anna Slagman

摘要

Background

The emergency medical services in Berlin are facing an increasing number of missions, partly because people with low-priority psychosocial problems are calling the emergency number 112 for help. Although international evidence shows that telephone counseling can resolve some cases, there is currently no alternative to dispatching ambulances for these calls in Germany.

Objectives

The study examines the efficacy of a psychosocial telephone service in the emergency control center (PSAPL) in reducing the number of ambulance dispatches.

Materials and methods

This is a randomized, controlled study conducted in the emergency dispatch center. Participants were selected according to standardized emergency call query codes. On intervention days, callers with low-priority psychosocial requests for help were advised by the PSAPL and, if necessary, referred to other support structures. On control days, an ambulance was routinely dispatched. Individuals who gave their consent were contacted again after 14 days to collect self-reported outcomes (e.g., satisfaction).

Results

There were 72 PSAPL conversations during the 2‑month study period. Callers were mostly the affected persons themselves or people close to them. The median call duration was 14 min. In 48 cases, an ambulance dispatch was avoided and alternative assistance was usually provided. In 24 cases, it was not possible to conclude the case by telephone consultation and an ambulance was dispatched. Those seeking help were predominantly satisfied with the PSAPL intervention.

Conclusion

For the first time, case-resolving telephone counselling at the control center actively prevented ambulance missions and transports to emergency rooms in the psychosocial spectrum. The PSAPL, therefore, offers a way to close an existing gap in acute psychosocial care and to refer these requests for help in a targeted manner. This could save direct ambulance costs as well as costs of follow-up care.