Standardized emergency call
A structured and standardized emergency call query is software that is specially tailored to fire fighting control centers, rescue control centers and, in particular, integrated control centers (ILSt).
history
The first attempts at a structured emergency call inquiry were made in the USA ( AMPDS ), where such a systematic inquiry is standard in almost all emergency call centers today. However, this program has only made the leap across the ocean to Europe in isolated cases, as the way rescue services and fire services work fundamentally differ between the USA and Europe. The attempt to “impose” the American system on the Europeans failed several times; only individual islands in the German-speaking area now work with the American version.
In the meantime, own programs have been developed in Germany (e.g. NOAS-ILS, NoraTec, Notruf Navigator N2 from Switzerland) that are tailored to the needs of German and European rescue services and fire services .
The increasing economic pressure on the operators of control centers also makes such programs interesting, as the training times for dispatchers and thus costs can be reduced. The mostly integrated quality assurance modules enable subsequent control with random samples through statistical evaluations and listening to the calltaker's soundtrack .
description
A standardized emergency call query provides the trained employees / dispatchers in the control center with practical, valuable support to guide them through the necessary questions in an emergency call in a structured, fast and safe manner. Special instructions should also be available so that the dispatcher can give the caller instructions over the phone on correct behavior and, in life-threatening situations, correct first aid (e.g. instructions on cardiopulmonary resuscitation).
In difficult situations in particular, this ensures that no important information is forgotten without restricting the dispatcher's qualifications. It therefore meets the requirements of German and European control centers for flexibility and security. The medical directors of the ambulance service can set the necessary course in advance for the adequate care of the emergency patients and adapt the standardized emergency call results to their regional needs on their own responsibility.
Thanks to the multilingualism that is available, it makes a very valuable contribution to support users in a control center in the course of increasing globalization and migration of people of different origins. There are special query trees (Canton Police St.Gallen, Switzerland), which only consist of approx. 60 questions and are mostly closed, so that neither the call taker nor the person seeking help have to be fully proficient in the English language. Other operations centers such as Zurich Protection and Rescue maintain query trees with over 1400 questions.
An efficient quality management system in the control centers is possible with the standardized query and the only possible actual evaluation of the emergency call query results from this. The comparability of query results with actual operations creates the necessary transparency for the cost bearers and the increasingly difficult resource planning.
procedure
The emergency call query is a tool that enables a script-based algorithmic query of the emergency call for the user ( dispatcher ). At the end of the successfully completed emergency call query with the logical key questions, there are clear deployment codes ("diagnoses or reporting results, keywords"), which are automatically transferred to the operations control system after a logic check for further disposition. Subsequent to scheduling, the required rescue equipment can be automatically alerted using a button , which excludes data transmission errors and ensures efficient alerting . Without interrupting the emergency call , the dispatcher can give the caller first aid instructions ( emergency services ) or safety and behavioral instructions ( fire brigade ) according to a predefined mode .
The dispatcher can make the emergency call more quickly thanks to the given questions and the associated answer options . The associated legal protection is also of considerable importance for the operator as well as for the dispatcher. However, based on the answers, a decision can be made not to activate an ambulance and to recommend transport by relatives / parents instead.
Individual evidence
- ↑ Emergency number 112 even more efficient: Wiesbaden fire brigade introduces “standardized emergency query”. Wiesbaden112.de The fire service portal, accessed on April 1, 2020 .
- ↑ Provider emergency call Navigator N2 [1]
- ↑ Osnabrücker Zeitung from July 5, 2017: Eight-year-old falls on the street - the control center rejects an ambulance