Why do people call the German emergency number 112?: a survey on emergency call behavior in the Berlin population

Background A rise in emergency calls and increasing utilization of the emergency medical services (EMS) are the subject of public health debates in Germany. This paper investigates, by means of a representative survey, the motivation and patterns behind emergency call use in the federal state of Berlin. Method In cooperation with Infratest dimap, a random-digit-dialing (RDD) phone survey was conducted, questioning 1002 randomly chosen individuals in Berlin's German-speaking population about their knowledge and usage patterns of the emergency call number 112. The survey included people of a minimum age of 14 years, whose homes are equipped with a landline. In all, 12 questions and example cases examined their knowledge about the emergency call number 112 and alternative care services, as well as their usage pattern of these. Additionally, EMS and public health experts were interviewed. Results A total of 58% of respondents stated being aware of the emergency call number 112 for medical emergencies and 74% for fire emergencies. Of the respondents, 91% stated that they would only call 112 in the case of life-threating medical emergencies. In all, 56% of respondents were able to name alternative care services. However, general practitioner care was underrepresented in the statements. Experts suggest that the lack of alternative care is the cause of the rising frequency in emergency calls. Conclusion The low availability of sufficient alternatives to EMS is a possible cause of increasing emergency calls. Nonetheless, the people of Berlin seem to be aware of the correct usage of the emergency call number. However, health literacy among vulnerable groups should be improved regarding knowledge about the emergency call number 112. This could be achieved by a public campaign. Moreover, the availability of alternative care must be enhanced.

Automated summary

The study found that while most residents of Berlin are aware of the emergency call number 112, they only use it for life-threatening medical emergencies, with limited knowledge of alternative care services. This lack of alternatives may contribute to the increasing frequency of emergency calls.