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EENA2019: Track2 session5 _Structured call taker support allows swift and accurate decision making_Bjorn Skoglund


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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

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EENA2019: Track2 session5 _Structured call taker support allows swift and accurate decision making_Bjorn Skoglund

  1. 1. BJÖRN SKOGLUND SOS ALARM, SWEDEN Structured call taker support allows swift and accurate decision making
  2. 2. SOS Alarm ▪ A publicly owned company ▪ Formed in 1972 ▪ Answers all emergency calls on single emergency number 112 by agreement with the Swedish state ▪ Handles interview/dispatch for most FRS/EMS ▪ Appx 3,2 millions 112-calls answered in 2018 ▪ 14 PSAPS ▪ Appx 700 PSAP operators (calltakers/dispatchers) ▪ Operational platform, Coordcom, with integrated triage systems (“indexes” and “interview support”) •Luleå •Östersund •Sundsvall •Falun •Jönköping •Växjö •Göteborg •Halmstad •Malmö •Stockholm •Norrköping •Örebro •Karlstad •Västerås
  3. 3. 112 system in Sweden 3 County councils (out of 21) Interview Interview Interview
  4. 4. Emergency Medical Index ➢ ”Swedish Index for Emergency Medical Alarm Reception” (Laerdal) ➢ Based on a Norwegian version, in turn based on a system developed in USA in the 80´s ➢ First version in 1997, digital from 2008 ➢ Oriented on assessment through telephony without seeing and touching the patient ➢ Symtoms, not diagnose ➢ Focus on vital signs ➢ Certain adjustments made through the years
  5. 5. Fire Rescue Index ➢ System developed by SOS Alarm together with several fire rescue services ➢ Introduced in 2005 ➢ Additional development in 2013 ➢ Covers and structures most common fire/rescue events and accidents ➢ Resource allocation depending on extent of accident ➢ Dispatching done in two steps (”pre- alert” before main alert) ➢ Dynamic Resource Handling Questions about extent Additional questions Advice Fire in building Rescue Block of flats Apartment Basement Staircase Attic Node level: 1 2 3
  6. 6. Developing new triage system for EMS ➢ Key words; automation, efficiency, rapidness, structure, quality ➢ Developed together with several County Councils, National Board of Health and Wellfare, and own staff ➢ Flow of the EMS process first charted, system outlined and developed from this ➢ System puts together and evaluates collected info on different symtoms – suggests priority, advice etc ➢ Relevant medical advice is presented at the time when needed ➢ Ready to roll out in 2nd part of 2020; 1-2 PSAPs at the time ➢ Teacher-led+interactive training+practical training in the operational system, simulating cases ➢ Hypothesis; 5 days of training needed (for experienced call taker), also includes some medical training ➢ Allows feedback on many different KPIs and is prepared for systematic feedback från EMS, hospitals etc ➢ AI ready
  7. 7. Recommendations ✓ Chart your process flow before developing ✓ Decide on what level of competence/pre-knowledge needed ✓ Involve concerned organisations and experienced call takers in development ✓ Find the balance so that the result is not to comprehensive but still gives call takers support in rare and/or complicated cases ✓ Remember that many events/accidents concerns more than one rescue organisation – triage systems must have crossconnections ✓ Work is not done once implemented, be ready to adjust ✓ Ability to dock into other operational systems ✓ Be ready for AI – how could AI be used? ✓ Regard development of the triage system as an opportunity to streamline the whole chain
  8. 8. Björn Skoglund SOS Alarm +46 10 140 82 56