Process Approach to the Management of the Ambulance Dispatcher Service

Abstract

The paper is devoted to the substantiation of ways to improve the work of emergency medical care in the context of the spread of coronavirus. The pandemic has increased the burden on the ambulance service, with the number of departures handled by one team increasing to 25 or more per day, compared to 11 in previous years. The average call waiting time and patient hospitalization time have significantly increased. This leads to a decrease in the level of customer satisfaction with the quality of medical services. The key process and point of application of efforts to reorganize the work of the emergency medical care in this situation is the activity of the dispatching service. Improving the dispatch service required building and analyzing a process model and decomposing it into three main sub-processes: resource planning, call handling, analysis, and reporting. The use of a process approach to the organization of emergency services allowed to reengineer and automate the activities of the dispatch service, to achieve coordination of the actions of the departments of medical organizations, to systematize information flows, to create a basis for the development and implementation of a set of measures to improve the quality of customer service.