Frequent callers vs. frequent users – a scoping review of frequent contacts to the emergency medical services
Dublin Core
Title
Frequent callers vs. frequent users – a scoping review of frequent contacts to the emergency medical services
Subject
Emergency medical communication centre, Emergency medical services, Frequent caller, Prehospital
Description
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
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
Creator
Astrid Karina Valås Harring1,2*, Maria Kjærgaard3
and Tine Bennedsen Gehrt3,4
and Tine Bennedsen Gehrt3,4
Date
2025
Contributor
Peri Irawan
Format
PDF
Language
ENGLISH
Type
TEXT
Files
Collection
Citation
Astrid Karina Valås Harring1,2*, Maria Kjærgaard3
and Tine Bennedsen Gehrt3,4, “Frequent callers vs. frequent users – a scoping review of frequent contacts to the emergency medical services,” Repository Horizon University Indonesia, accessed April 13, 2026, https://repository.horizon.ac.id/items/show/13225.