Connect dispatch centers for call handling improves performance

Yann Penverne (1) , Michel Terre (2) , Francois Javaudin (1) , Joël Jenvrin (1) , Fréderic Berthier (1) , Julien Labady (1) , Brice Leclère (3) , Emmanuel Montassier (3, 1)

1 Service des Urgences [CHU Nantes]
2 CEDRIC - LAETITIA - CEDRIC. Traitement du signal et architectures électroniques
3 MiHAR - Microbiotes, Hôtes, Antibiotiques et Résistances bactériennes (MiHAR)

The aim of this Letter to the Editor was to report a strategy to reduce time waiting for emergency calls in a dispatch center, in line with a recently published article that reviewed evidence for medical dispatching systems to accurately dispatch Emergency medical Services. Here, we tested the effect of a connected distribution of calls, where a call is allocated to the first available resource among a pooled group of telecommunicators from several dispatch centers. We found that connect dispatch centers improve dispatch center performance, especially during an overloaded period. It could be leveraged to handle emergency calls without delay and to appropriately dispatch Emergency Medical Services.

Mots clés: Virtualization; Emergency medical dispatch; Emergency medical services

Domaines: Sciences de l'ingénieur [physics]

Yann Penverne, Michel Terre, Francois Javaudin, Joël Jenvrin, Fréderic Berthier, et al.. Connect dispatch centers for call handling improves performance. Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine, 2019, 27 (1), ⟨10.1186/s13049-019-0601-y⟩. ⟨hal-02455293⟩