Mixed-methods study on the challenges of recognising out-of-hospital cardiac arrest and dispatching ambulance services in the medical emergency coordination centre at Serdang Hospital, Malaysia

Omar, Rafiq Sumardi and Nurumal, Mohd. Said and Abu Bakar, Sherin Intan and Che Hasan, Muhammad Kamil and Jamaludin, Thandar Soe Sumaiyah and Mohd Arifin, Siti Roshaidai and Mahat, Nur Ain (2025) Mixed-methods study on the challenges of recognising out-of-hospital cardiac arrest and dispatching ambulance services in the medical emergency coordination centre at Serdang Hospital, Malaysia. Malaysian Journal of Medicine and Health Sciences, 21 (6). pp. 87-95. ISSN 1675-8544 E-ISSN 2636-9346

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Abstract

Introduction: Out-of-hospital cardiac arrest (OHCA) is a major global cause of death. Early identification and telephone-guided CPR are critical for improving survival before emergency services arrive.Objectives: This study aimed to characterize emergency calls and explore the challenges faced by the Medical Emergency Coordination Centre (MECC) at Serdang Hospital, Malaysia, in recognizing OHCA cases and dispatching ambulances. Methodology: This descriptive study analyzed Malaysia Emergency Response Services (MERS) 999 calls recorded at MECC Serdang from 2018 to 2021. Data included call types, ambulance response times, six audio recordings, and in-depth interviews with eight MECC personnel. Quantitative and thematic analyses were used. Results: Of 69,194 adult-related calls in Selangor, 27% (18,554) were directed to Serdang Hospital. Life-threatening DELTA calls made up 37.5% (5,181), with 14–15% related to cardiac/respiratory arrest and 26–37% to unconsciousness. Return of spontaneous circulation (ROSC) survival for OHCA was only 0.55% in 2018 and 0% in subsequent years. Notable obstacles included “no patient found” (24 cases), prank calls (3), and duplicate events (7). Average ambulance response time was 21.42 minutes. Two main challenges emerged: (1) Effective response, hindered by language barriers, poor public awareness, lack of CPR knowledge, emotional distress, and misuse of 999 calls; (2) Effective dispatch, impacted by inexperienced staff, limited resources, and system disruptions. Conclusion: OHCA survival remains critically low due to systemic and public-related challenges. Enhanced public education and operational improvements at MECC are vital to improving emergency outcomes.

Item Type:	Article (Journal)
Uncontrolled Keywords:	Telephone-CPR, challenges, medical emergency coordination centre, out-of-hospital cardiac arrest, Serdang
Subjects:	R Medicine > RT Nursing
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Nursing Kulliyyah of Nursing > Department of Critical Care Nursing Kulliyyah of Nursing > Department of Medical Surgical Nursing Kulliyyah of Nursing > Department of Professional Nursing Studies Kulliyyah of Nursing > Department of Special Care Nursing
Depositing User:	Dr. Thandar Soe @ Sumaiyah Jamaludin
Date Deposited:	14 Aug 2025 14:39
Last Modified:	14 Aug 2025 14:39
URI:	http://irep.iium.edu.my/id/eprint/122620

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