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2006, vol. 6, iss. 1, pp. 16-20
Call center: A 24-hour-available emergency call work procedure and its improvement by means of new technology
Gradski zavod za hitnu medicinsku pomoć, Beograd
Keywords: call center; operator; dispatch; automatic machine
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.
References
Cook, M., Bridge, P., Wilson, S. (2001) Variation in emergency ambulance dispatch in Western Europe. Scand J Trauma Emerg Med, 9, str. 57-66
Culley, L.L., Henwood, D.K., Clark, J.J., Eisenberg, M.S., Horton, C. (1994) Increasing the efficiency of emergency medical services by using criteria based dispatch. Ann Emerg Med, 24(5): 867-72
Huemer, G., Pernerstorfer, T., Mauritz, W. (1994) Prehospital emergency medicine services in Europe: Structure and equipment. Eur J Emerg Med, 1(2): 62-8
Norwegian Medical Association (1994) Norsk indeks for medisnsk nødhjelp / The Norwegian index for medical emergencies. Stavanger: Aasmund S, Laerdal A/S
Rossi, R. (1994) The role of the dispatch centre in preclinical emergency medicine. Eur J Emerg Med, 1(1): 27-30
Zachariah, B.S., Pepe, P.E. (1995) The development of emergency medical dispatch in the USA: A historical perspective. Eur J Emerg Med, 2(3): 109-12
 

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article language: Serbian
document type: Original Paper
published in SCIndeks: 02/06/2007

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