EENA2019: Track2 session5 Multidisciplinary triage in the 112 emergency call centres_Carlos Martins

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EENA (European Emergency Number Association)

The use of structured protocols in emergency call centres is widely recognised as an essential tool and critical to achieving a quality-centric organisation. In this session, you will hear from experts who have implemented structured protocols and the benefits that this has brought. Chair: Demetrios Pyrros, President, EENA

Presentations & Public Speaking

Estedocumentoédecirculaçãorestritaàsuaaudiência
Asuatranscriçãooureproduçãonãoépermitidasema
préviaautorizaçãoescritadanoLimitsConsulting
Multidisciplinary triage in the 112
emergency call centres
EENA Conference
2019 April 11

112.pt
20190411 – EENA Conference - Triage
2
112 MODEL IN PORTUGAL
LIASON/EXPERT OFFICERS
112
CITIZEN OPERATAIONAL 112.pt CENTER DISPATCH RESOURCES
CDOS

AMN

CODU

Stage 1 Operators
GNR/PSP
Emergencycalls
Data
Dispatch
Third Parties

112.pt
20190411 – EENA Conference - Triage
3
PROTOCOL BUILDING
Emergency Services
Involved

112.pt
20190411 – EENA Conference - Triage
4
CHALENGES
Diferent Missions
Diferent Systems
Diferent Languages

112.pt
20190411 – EENA Conference - Triage
5
PROTOCOLS CONCEPT
EMERGENCY
LOCATION
TYPE
CHARACTERISTICS
CONSEQUENCES

112.pt
20190411 – EENA Conference - Triage
6
TYPE & CHARACTERISTICS

112.pt
20190411 – EENA Conference - Triage
7
INFORMATION REQUIREMETS
Must Have
Wish to Have
Interesting to Have

112.pt
20190411 – EENA Conference - Triage
8
CONSEQUENCES

112.pt
20190411 – EENA Conference - Triage
9
CONCLUSION/RECOMENDATIONS
Time-Taking Process
First response vs operations
development
112 is the Interface between people
and ES’s

112.pt
20190411 – EENA Conference - Triage
10
Always keep
everyone involved

112.pt
20190411 – EENA Conference - Triage
11
Thank You

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EENA2019: Track2 session5 Multidisciplinary triage in the 112 emergency call centres_Carlos Martins

1. Estedocumentoédecirculaçãorestritaàsuaaudiência Asuatranscriçãooureproduçãonãoépermitidasema préviaautorizaçãoescritadanoLimitsConsulting Multidisciplinary triage in the 112 emergency call centres EENA Conference 2019 April 11

2. 112.pt 20190411 – EENA Conference - Triage 2 112 MODEL IN PORTUGAL LIASON/EXPERT OFFICERS 112 CITIZEN OPERATAIONAL 112.pt CENTER DISPATCH RESOURCES CDOS  AMN  CODU  Stage 1 Operators GNR/PSP Emergencycalls Data Dispatch Third Parties

3. 112.pt 20190411 – EENA Conference - Triage 3 PROTOCOL BUILDING Emergency Services Involved

4. 112.pt 20190411 – EENA Conference - Triage 4 CHALENGES Diferent Missions Diferent Systems Diferent Languages

5. 112.pt 20190411 – EENA Conference - Triage 5 PROTOCOLS CONCEPT EMERGENCY LOCATION TYPE CHARACTERISTICS CONSEQUENCES

6. 112.pt 20190411 – EENA Conference - Triage 6 TYPE & CHARACTERISTICS

7. 112.pt 20190411 – EENA Conference - Triage 7 INFORMATION REQUIREMETS Must Have Wish to Have Interesting to Have

8. 112.pt 20190411 – EENA Conference - Triage 8 CONSEQUENCES

9. 112.pt 20190411 – EENA Conference - Triage 9 CONCLUSION/RECOMENDATIONS Time-Taking Process First response vs operations development 112 is the Interface between people and ES’s

10. 112.pt 20190411 – EENA Conference - Triage 10 Always keep everyone involved

11. 112.pt 20190411 – EENA Conference - Triage 11 Thank You

12. Estedocumentoédecirculaçãorestritaàsuaaudiência Asuatranscriçãooureproduçãonãoépermitidasema préviaautorizaçãoescritadanoLimitsConsulting Multidisciplinary triage in the 112 emergency call centres EENA Conference 2019 April 11

EENA2019: Track2 session5 Multidisciplinary triage in the 112 emergency call centres_Carlos Martins

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