Emergency medical triage decisions are swayed by computer-manipulated cues of physical dominance in caller's voice

The Sound of Emotional Prosody: Nearly 3 Decades of Research and Future Directions

Emotional voices attract considerable attention. A search on any browser using "emotional prosody" as a key phrase leads to more than a million entries. Such interest is evident in the scientific literature as well; readers are reminded in the introductory paragraphs of countless articles of the great importance of prosody and that listeners easily infer the emotional state of speakers through acoustic information. However, despite decades of research on this topic and important achievements, the mapping between acoustics and emotional states is still unclear. In this article, we chart the rich literature on emotional prosody for both newcomers to the field and researchers seeking updates. We also summarize problems revealed by a sample of the literature of the last decades and propose concrete research directions for addressing them, ultimately to satisfy the need for more mechanistic knowledge of emotional prosody.

The shallow of your smile: the ethics of expressive vocal deep-fakes

Rapid technological advances in artificial intelligence are creating opportunities for real-time algorithmic modulations of a person's facial and vocal expressions, or 'deep-fakes'. These developments raise unprecedented societal and ethical questions which, despite much recent public awareness, are still poorly understood from the point of view of moral psychology. We report here on an experimental ethics study conducted on a sample of N = 303 participants (predominantly young, western and educated), who evaluated the acceptability of vignettes describing potential applications of expressive voice transformation technology. We found that vocal deep-fakes were generally well accepted in the population, notably in a therapeutic context and for emotions judged otherwise difficult to control, and surprisingly, even if the user lies to their interlocutors about using them. Unlike other emerging technologies like autonomous vehicles, there was no evidence of social dilemma in which one would, for example, accept for others what they resent for themselves. The only real obstacle to the massive deployment of vocal deep-fakes appears to be situations where they are applied to a speaker without their knowing, but even the acceptability of such situations was modulated by individual differences in moral values and attitude towards science fiction. This article is part of the theme issue 'Voice modulation: from origin and mechanism to social impact (Part II)'.

Malpractice claimed calls within the Swedish Healthcare Direct: a descriptive - comparative case study

Background

Medical errors are reported as a malpractice claim, and it is of uttermost importance to learn from the errors to enhance patient safety. The Swedish national telephone helpline SHD is staffed by registered nurses; its aim is to provide qualified healthcare advice for all residents of Sweden; it handles normally about 5 million calls annually. The ongoing Covid-19 pandemic have increased call volume with approximate 30%. The aim of the present study was twofold: to describe all malpractice claims and healthcare providers’ reported measures regarding calls to Swedish Healthcare Direct (SHD) during the period January 2011–December 2018 and to compare these findings with results from a previous study covering the period January 2003–December 2010.

Methods

The study used a descriptive, retrospective and comparative design. A total sample of all reported malpractice claims regarding calls to SHD (n = 35) made during the period 2011–2018 was retrieved. Data were analysed and compared with all reported medical errors during the period 2003–2010 (n = 33).

Results

Telephone nurses’ failure to follow the computerized decision support system (CDSS) (n = 18) was identified as the main reason for error during the period 2011–2018, while failure to listen to the caller (n = 12) was the main reason during the period 2003–2010. Staff education (n = 21) and listening to one’s own calls (n = 16) were the most common measures taken within the organization during the period 2011–2018, compared to discussion in work groups (n = 13) during the period 2003–2010.

Conclusion

The proportion of malpractice claims in relation to all patient contacts to SHD is still very low; it seems that only the most severe patient injuries are reported. The fact that telephone nurses’ failure to follow the CDSS is the most common reason for error is notable, as SHD and healthcare organizations stress the importance of using the CDSS to enhance patient safety. The healthcare organizations seem to have adopted a more systematic approach to handling malpractice claims regarding calls, e.g., allowing telephone nurses to listen to their own calls instead of having discussions in work groups in response to events. This enables nurses to understand the latent factors contributing to error and provides a learning opportunity.

The role of non-medical factors in physicians' decision-making process in a pediatric telemedicine service

The complex process of medical decision-making is prone also to medically extraneous influences or "non-medical" factors. We aimed to investigate the possible role of non-medical factors in doctors' decision-making process in a telemedicine setting. Interviews with 15 physicians who work in a pediatric telemedicine service were conducted. Those included a qualitative section, in which the physicians were asked about the role of non-medical factors in their decisions. Their responses to three clinical scenarios were also analyzed. In an additional quantitative section, a random sample of 339 parent -physician consultations, held during 2014-2017, was analyzed retrospectively. Various non-medical factors were identified with respect to their possible effect on primary and secondary decisions, the accuracy of diagnosis, and "reasonability" of the decisions. Various non-medical factors were found to influence physicians' decisions. Those factors were related to the child, the applying parent, the physician, the interaction between the doctor and parents, the shift, and to demographic considerations, and were also found to influence the ability to make an accurate diagnosis and "reasonable" decisions. Our conclusion was that non-medical factors have an impact on doctor's decisions, even in the setting of telemedicine, and should be considered for improving medical decisions in this milieu.

Physicians' experiences, attitudes and challenges in a Pediatric Telemedicine Service

BACKGROUND

Telemedicine in general, and telephone triage, in particular, is considered a high-stress clinical activity and involves decision making under conditions of uncertainty and urgency.

AIM

We wanted to explore the experiences, attitudes, and challenges of the physicians in a Pediatric Telemedicine Service operated in Israel, and to explore whether the doctors are using non-medical factors (not related to the medical problem), when making the clinical decisions in this setting.

METHODS

We used a qualitative methodology in order to obtain rich data that would reflect the participants' subjective experiences. Fifteen physicians who worked during the last 5 years in the "Pediatrician Online of Clalit" service were interviewed. Data were analyzed thematically.

FINDINGS

Seven main themes concerning the physicians' challenges during their work at this service were revealed, including difficulties diagnosing from a distance, treating unfamiliar patients, working alone, urgency and load of calls, technological obstacles, and a "moral conflict" between the desire to meet parents' expectations and maintain standards of care. The physicians stated that non-medical factors also affect their decisions.

CONCLUSIONS

In telemedicine setting, physicians face various difficulties and challenges, requiring special expertise, qualities and skills. Special measures are needed to obtain proper diagnosis and decisions.

The linguistic and interactional factors impacting recognition and dispatch in emergency calls for out-of-hospital cardiac arrest: a mixed-method linguistic analysis study protocol

INTRODUCTION

Emergency telephone calls placed by bystanders are crucial to the recognition of out-of-hospital cardiac arrest (OHCA), fast ambulance dispatch and initiation of early basic life support. Clear and efficient communication between caller and call-taker is essential to this time-critical emergency, yet few studies have investigated the impact that linguistic factors may have on the nature of the interaction and the resulting trajectory of the call. This research aims to provide a better understanding of communication factors impacting on the accuracy and timeliness of ambulance dispatch.

METHODS AND ANALYSIS

A dataset of OHCA calls and their corresponding metadata will be analysed from an interdisciplinary perspective, combining linguistic analysis and health services research. The calls will be transcribed and coded for linguistic and interactional variables and then used to answer a series of research questions about the recognition of OHCA and the delivery of basic life-support instructions to bystanders. Linguistic analysis of calls will provide a deeper understanding of the interactional dynamics between caller and call-taker which may affect recognition and dispatch for OHCA. Findings from this research will translate into recommendations for modifications of the protocols for ambulance dispatch and provide directions for further research.

ETHICS AND DISSEMINATION

The study has been approved by the Curtin University Human Research Ethics Committee (HR128/2013) and the St John Ambulance Western Australia Research Advisory Group. Findings will be published in peer-reviewed journals and communicated to key audiences, including ambulance dispatch professionals.

'Tell me exactly what's happened': When linguistic choices affect the efficiency of emergency calls for cardiac arrest

BACKGROUND

Clear and efficient communication between emergency caller and call-taker is crucial to timely ambulance dispatch. We aimed to explore the impact of linguistic variation in the delivery of the prompt "okay, tell me exactly what happened" on the way callers describe the emergency in the Medical Priority Dispatch System^®.

METHODS

We analysed 188 emergency calls for cases of paramedic-confirmed out-of-hospital cardiac arrest. We investigated the linguistic features of the prompt "okay, tell me exactly what happened" in relation to the format (report vs. narrative) of the caller's response. In addition, we compared calls with report vs. narrative responses in the length of response and time to dispatch.

RESULTS

Callers were more likely to respond with a report format when call-takers used the present perfect ("what's happened") rather than the simple past ("what happened") (Adjusted Odds Ratio [AOR] 4.07; 95% Confidence Interval [95%CI] 2.05-8.28, p<0.001). Reports were significantly shorter than narrative responses (9s vs. 18s, p<0.001), and were associated with less time to dispatch (50s vs. 58s, p=0.002).

CONCLUSION

These results suggest that linguistic variations in the way the scripted sentences of a protocol are delivered can have an impact on the efficiency with which call-takers process emergency calls. A better understanding of interactional dynamics between caller and call-taker may translate into improvements of dispatch performance.