2006, vol. 6, iss. 1, pp. 16-20
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Call center: A 24-hour-available emergency call work procedure and its improvement by means of new technology
Call centar - bez čekanja na vezi - '94' - unapređenje procesa rada upotrebom novih tehnologija
Gradski zavod za hitnu medicinsku pomoć, Beograd
Abstract
The main disadvantage of the previous way of making contact with medical operators while dialing 94 of the EMS Health Center, Belgrade, was that the line was in most cases hold, regardless the first-degree emergency calls. This is to be selectively eliminated by dialing a certain number by means of automatic machine so that operator receives an advanced hint referring to the problem involved. The possibility of holding the previous call enables the most urgent ones to be received immediately. This is the way to make all the lines be available concerning first-degree emergency calls, due to serious injuries or breathing arrest. If we take into consideration the number of 2000-2500 emergency calls in the course of 24 hours and that 8 operators are in charge in one shift, the conclusion is that one operator receives about 150 calls within 12 hours which means that he is most of the working day effectively engaged. Under such circumstances, there is a high probability that all lines are hold at one moment. This situation can be evaded by turning the calls to information and advisory center. The functional capacity extension means that each doctor in the shift, if needed, becomes the operator, decreasing the risk while waiting. Since the automatic machine requires the available operator without the human factor, the same one is entirely eliminated which is significantly important advantage of using the call center. What is more important, the call center makes the beginning of the medical team intervention more efficient and faster which consequently ensures nothing but positive results.
Sažetak
Glavni nedostatak dosadašnjeg načina dobijanja veze sa medicinskim operaterima prilikom pozivanja broja "94" Gradskog zavoda za hitnu medicinsku pomoć Beograd je što svi pozivi, bez obzira na stepen hitnosti, čekaju slobodnu liniju. Ovu potencijalnu opasnost otklanja selektivno biranje određenog broja, koji govorni automat nudi, tako da se pre početka razgovora operateru signalizira o čemu je reč. Mogućnost zadržavanja prethodnog poziva dozvoljava da se najhitniji pozivi primaju "preko reda". Na taj način linije su uvek otvorene za sve pozive prvog reda hitnosti kao što su oni koji se upućuju zbog teških povreda ili prestanka disanja. Ako se uzme u obzir da se u toku 24h preko telefonske centrale "94" obavi između 2.000 i 2.500 razgovora i da je svakog časa, najviše, prisutno 8 operatera u smeni, onda se stiže do podatka da jedan operater u proseku obavi oko 150 razgovora za 12h, odnosno da 2-3 radnog vremena efektivno radi. U takvim okolnostima velika je verovatnoća, s obzirom na brojnost populacije, da sve linije u jednom trenutku, budu zauzete. Skretanje poziva koji se odnose na savete i obaveštenja,ovu opasnost prevazilazi. Funkcionalno proširenje kapaciteta, gde svaki lekar u smeni po potrebi postaje operater, još više smanjuje rizik kada je čekanje u toku. Potpuno isključivanje ljudskog faktora, jer automat sam traži slobodnog operatera, još jedna je, vrlo značajna prednost korišćenja kol centra. Call centar će značajno ubrzati vreme početka intervencije lekarskog tima, a time i izglede pacijenta na dobru prognozu.
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