[Emergency medical service, medical on-call service, or emergency department : Germans unsure whom to contact in acute medical events].

BACKGROUND In medical events, patients have to independently decide whom to contact: emergency medical services, medical on-call service or emergency department. OBJECTIVES Are Germans able to assess the urgency of medical events and choose the correct resource? MATERIALS AND METHODS In 2018 a nationwide anonymous telephone survey was done in Gabler-Haeder design. In all, 708 interviewees were presented with six medical scenarios. Participants were asked to rate urgency and to assess whether medical help was necessary within minutes to hours. Telephone numbers of emergency medical services and medical on-call service were inquired. RESULTS Urgency of different scenarios was often misjudged: in cases with high, medium, and low urgency the misjudgement rate were 20, 50, and 27%, respectively. If medical help was rated as necessary, some participants chose the wrong service: 25% would not call an ambulance in stroke or myocardial infarction. In cases with medium urgency, more respondents chose to consult an emergency department (38%) than to call medical on-call service (46%). CONCLUSIONS Knowledge regarding different options for treatment of medical events and competence to assess urgency seem to be too low. Beside efforts to increase health literacy, one solution might be to introduce a joint telephone number for emergency medical services and medical on-call service with a uniform assessment tool and appropriate allocation.