Evaluation Of The Role Of Digital Support Tools In Supporting The Mental Health And Wellbeing Of Welsh Ambulance Call Handlers Following Traumatic Or Abusive Telephone Contacts With Patients Or Their Families.

Abbott, Katherine (2025) Evaluation Of The Role Of Digital Support Tools In Supporting The Mental Health And Wellbeing Of Welsh Ambulance Call Handlers Following Traumatic Or Abusive Telephone Contacts With Patients Or Their Families. Masters thesis, University of Wales Trinity Saint David.

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Abstract

The psychological health and overall wellbeing of emergency response workers and call handlers are crucial, particularly after being involved in traumatic or abusive events or incidents. This research assesses the efficacy of digital support tools that the Welsh Ambulance Service University NHS Trust (WAST) could put in place to assist staff members, in particular, emergency call-handlers, in managing the psychological effects of these encounters. This study uses a mixed methods approach to investigate how these digital tools could be used, their perceived advantages, and their drawbacks. Quantitative data was gathered through surveys given to 999 and 111 call handling staff members, which evaluated mental health outcomes, satisfaction levels, and utilisation trends. Qualitative information was obtained through in-depth MS Teams interviews, offering a thorough grasp of user experiences and the contextual elements affecting the effectiveness of current support mechanisms. Emergency call handlers for the Welsh Ambulance Service University NHS Trust (WAST) frequently encounter distressing and hostile calls, resulting in considerable emotional and psychological strain. This study assesses how digital support tools might assist call handlers in coping with trauma, analysing their availability, efficacy, and effects in comparison to traditional support systems like peer support and counselling. The research utilises survey responses and semi-structured interviews to delve into the experiences of call handlers, concentrating on their current coping mechanisms, the obstacles they face in using digital tools, and gender-related variations in stress responses. This study aims to assess the existing digital support tool offering, to highlight possible shortcomings in mental health support for emergency call handlers. It also intends to propose ways to incorporate digital interventions into current well-being programmes, ensuring that call handlers can access effective and evidence-based support systems. Recognising the role of digital tools in boosting resilience and mental health among emergency responders is vital for enhancing workforce sustainability and overall job satisfaction. The findings reveal a range of degrees of involvement with digital assistance resources, emphasising noteworthy advantages concerning accessibility and prompt assistance. On the other hand, difficulties like gaps in technology, variations in individual coping strategies, and the requirement for supplementary conventional support systems were also noted. The study's conclusions include suggestions for improving the digital support offer, making sure it satisfies the variety of demands of WAST call handlers, and developing an encouraging workplace culture that places a high priority on mental health. The purpose of this study is to potentially assist WAST and other emergency service organisations in developing policies and implementing useful interventions.

Item Type:	Thesis (Masters)
Subjects:	B Philosophy. Psychology. Religion > BF Psychology R Medicine > RA Public aspects of medicine
Divisions:	Theses and Dissertations > Masters Dissertations
Depositing User:	Victoria Hankinson
Date Deposited:	17 Oct 2025 14:03
Last Modified:	17 Oct 2025 14:03
URI:	https://repository.uwtsd.ac.uk/id/eprint/3956

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