Frequent callers vs. frequent users - a scoping review of frequent contacts to the emergency medical services

Abstract

Background: A significant limitation in the literature on frequent callers and frequent users of prehospital Emergency Medical Services (EMS) is the lack of consistent and thus, comparable definitions, as well as inconsistent use of terminology. Here we aim to summarise and address discrepancies in the existing literature, contributing to the ongoing discussion.

Method: We conducted a systematic search of available literature from 2000 up until February 2024 in the PubMed database. Search terms related to both frequent callers and frequent users of the prehospital EMS.

Result: A total of 19 articles were included in our analysis of definitions of frequent callers and users of prehospital EMS. The average minimum number of calls required to be defined as a frequent caller was 42.5 calls per year (range: 4-120). For frequent users, an average minimum number of ambulance responses was 4.7 per year (range: 3-10).

Conclusion: Our findings emphasise both the possibility and the need to distinguish between frequent users and frequent callers of prehospital EMS. Existing definitions in the literature vary widely, making comparisons difficult. Standardised definitions and consistent terminology are essential to address underlying issues and enable further research synthesis.

Keywords: Emergency medical communication centre; Emergency medical services; Frequent caller; Prehospital.