Workload of dispatch centre in absence of unique protocol

Abstract

Introduction: The quality of emergency services depends on efficient organization of dispatch center. The aim is to present workload and structure of dispatch centre in the absence of unique dispatch protocolMaterial and methods: The research was retrospective and observational, conducted in Institute of Emergency Medical Service Novi Sad between 01/06/2009 and 31/05/2010.Results: Novi Sad municipality has 308,133 inhabitants. A single dispatch centre is covering the service of emergency units and medical transportations. A consultant physician and a medical technician are always present. During 24 h average number of calls is 1718 ± 353.53. False calls were 484 ± 106.36, and the dispatch contacts with all units were 839 ± 274.36. Number of calls received for medical transport in the 24 h was 74 ± 32.58, and transportation teams have 101 ± 32.58 medical transport in averaged. In 24 h calls related to health disturbances was 329 ± 47.02, average length 88 ± 72.04 s. 96 ± 12.71 calls was forwarded to emergency units, the rest was resolved by consultations. The largest total number of calls was on Mondays 1911 ± 461.64, and false calls 593 ± 127.38. Highest number of forwarded calls to units on field is on Fridays 932 ± 258.16, and calls for medical transport on Thursday 103 ± 10.03. The largest number of calls due to health disturbances was on Sundays 369 ± 35.42 with interventions on field 105 ± 12.83.Conclusion: Number of emergency units in field was doubled in last decade. The teams are well equipped. The dispatch centre works the same way for years, with the same equipment and number of employers. Is it sufficient to respond and cover all requirements of the growing population based on the education and experience of the staff? Introduction: The quality of emergency services depends on efficient organization of dispatch center. The aim is to present workload and structure of dispatch centre in the absence of unique dispatch protocol Material and methods: The research was retrospective and observational, conducted in Institute of Emergency Medical Service Novi Sad between 01/06/2009 and 31/05/2010. Results: Novi Sad municipality has 308,133 inhabitants. A single dispatch centre is covering the service of emergency units and medical transportations. A consultant physician and a medical technician are always present. During 24 h average number of calls is 1718 ± 353.53. False calls were 484 ± 106.36, and the dispatch contacts with all units were 839 ± 274.36. Number of calls received for medical transport in the 24 h was 74 ± 32.58, and transportation teams have 101 ± 32.58 medical transport in averaged. In 24 h calls related to health disturbances was 329 ± 47.02, average length 88 ± 72.04 s. 96 ± 12.71 calls was forwarded to emergency units, the rest was resolved by consultations. The largest total number of calls was on Mondays 1911 ± 461.64, and false calls 593 ± 127.38. Highest number of forwarded calls to units on field is on Fridays 932 ± 258.16, and calls for medical transport on Thursday 103 ± 10.03. The largest number of calls due to health disturbances was on Sundays 369 ± 35.42 with interventions on field 105 ± 12.83. Conclusion: Number of emergency units in field was doubled in last decade. The teams are well equipped. The dispatch centre works the same way for years, with the same equipment and number of employers. Is it sufficient to respond and cover all requirements of the growing population based on the education and experience of the staff?