Emergency but the operator asked complicated questions, what did the 115 Emergency Center say?

An article and audio recording are circulating online with the opinion that the staff of the Ho Chi Minh City 115 Emergency Center are "complicated" when receiving emergency information.

The article reflects that the staff on duty at the Ho Chi Minh City 115 Emergency Center are cumbersome when receiving information - Screenshot

Previously, the Facebook page of the SOS Club... posted an article with the title "Hopefully the 115 switchboard will quickly receive information and transfer the call to the nearest hospital for support".

Emergency care but "complicated" questions

According to the above article, the club’s ambulance has been having problems for the past few days and has not been fixed yet. When receiving information about an accident on 3/2 Street (Phuoc Thang Ward, Ho Chi Minh City), because there was no ambulance, the club called the 115 hotline.

In the nearly 2-minute recording, a man’s voice asked to be transferred to Vung Tau Hospital to report the accident. At this time, the operator asked for the address, number of victims, gender, age, cause of the accident, and patient condition…

Because of impatience, the man responded, "Sister, please transfer the phone to the other side. Your questions are too long-winded. We need to go urgently."

The club "felt a bit sad" and hoped the operator would understand that accident victims needed quick, timely emergency care within the golden hour.

After being posted, the article received more than 400 comments, more than 200 shares with many different mixed opinions.

Many people were upset and thought that the admission process was too cumbersome and complicated. "People need it urgently, asking such long-winded questions will end up killing the accident victim," many people commented.

However, some people think that this is necessary and beneficial for the victim, and at the same time call for not using harsh words towards the female employee.

Chi Huynh commented that each question from the operator had a reason. If the caller had been calm and cooperative for a few dozen seconds, the ambulance could have arrived much faster and more accurately. But if they just got angry, cursed, and wasted time arguing, it would have been the patient who suffered.

"Saving people requires cooperation, not blame. Up to now, there have been many cases that have been saved in time - thanks to the cooperation of the call center staff and the patient's family members who gave first aid before the ambulance arrived," this account wrote.

Many patients were saved by the 115 Emergency Center coordinator through telephone guidance - Illustration photo

Asking for detailed information is an important part of the emergency medical process.

Speaking with Tuoi Tre Online , a representative of the Ho Chi Minh City 115 Emergency Center said that asking for detailed information is not to prolong the time but is an important part of the medical emergency process.

By gathering complete information, the coordinator can instruct people on proper first aid while waiting for an ambulance, helping to increase the patient's chance of survival.

According to Center 115, in emergency situations, each piece of information people provide is decisive for the speed and effectiveness of receiving and handling emergency calls.

Therefore, when receiving a call, the 115 coordinator must carefully ask and reconfirm information such as: the exact address of the incident; a contact phone number to ensure smooth communication; the patient's specific condition, to provide initial first aid instructions while waiting for the ambulance to arrive...

In fact, there have been many cases where lives were saved or serious injuries were reduced thanks to timely guidance from the coordinator over the phone.

According to the representative of the Ho Chi Minh City 115 Emergency Center, in emergency situations such as cardiac arrest, respiratory arrest, foreign objects in the airways, etc., there will be two people handling the situation. One person will receive information and provide first aid instructions to the victim, while the other will coordinate the vehicle from the nearest medical facility to the scene.

This ensures that patients receive continuous first aid, while also shortening the time it takes for the emergency team to reach the patient. Therefore, people do not need to worry too much.

Strengthen communication skills training

In the spirit of learning and commitment to improvement, the Ho Chi Minh City 115 Emergency Center said that it always considers each call as a life and the center's responsibility is to do better every day.

Through this incident, the center has proactively reviewed the entire communication and guidance process. At the same time, it has enhanced training in communication and behavioral skills in emergency situations, so that people feel secure, accompanied and shared.

Upgrade the technology and positioning system to minimize dispatch time; expand the feedback channel from people to listen directly to comments and improve services promptly; research application solutions so that callers can share information naturally instead of having to comply with the dispatcher's mandatory request for each sentence in order; then the dispatcher only asks exactly what is missing.

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Source: https://tuoitre.vn/cap-cuu-gap-nhung-tong-dai-hoi-ruom-ra-trung-tam-cap-cuu-115-noi-gi-20251012200734866.htm