SUMMARY:
Emergency medical services (EMS) originated with passionate individuals and organizations desirous of changing the “transport vehicle concept of ambulances” to “lifesaving emergency medical transportation,” for patients of critical care, trauma, and accident victims, etc.
BUSINESS SCOPE:
EMS communication process begins with the initial stages of the customer calling the emergency number and connecting them to the respective local ambulance services. This can be accomplished with the help of Haloocom services who can provide instant connectivity for the flow to be executed.
THE CHALLENGE:
- Delay in Reporting of Emergency Incidents – leading to loss of lives.
- Delay in Dispatch of Ambulance service with Medical assistance – again leading to loss of lives.
- Slower Communication & Process.
- Lack of readiness for disaster.
- Irresponsibility and human error.
SOLUTION BRIEF:
In this new system- dispatchers, EMS personnel, medical providers, public safety officers, and public health officials will be fully interconnected and united to ensure that each patient receives the most appropriate care, at the optimal location, with the minimum delay they can achieve with Haloocom. Standby capacity appropriate to each community based on its disaster risks will be embedded in the system.
With Haloocom, Caller from an Emergency site dial’s the 3-digit Emergency Number and the call is routed to the centralized Emergency help desk connecting to an available agent, within seconds. Based on the location of the caller, the agent then scans the nearest ambulance service and connects the Emergency Service & the Caller over a conference call, followed by instant dispatch of Ambulance with Medical Assistance to the Emergency Site.
In parallel, depending upon the patient’s health condition, the call gets dispatched to the doctor and the respective administrator to handle the situation better for instructing the team to be ready to treat the patient upon arrival. In a normal non-haloocom process the calls are not monitored and recorded which gives rise to some major human errors that lead to various problems, delaying the Rescue dispatch process.
With Haloocom, every call was recorded, and recordings of every call landed at a toll-free number which was also monitored timely by the supervisor. This resulted in solving all human errors and hence improved the productivity of the agents as well. It was clearly noticeable that the dispatch process had been accelerated up to 10X after the haloocom process was established.
DETAILED DESCRIPTION:
Customers calling the XXX emergency services will be routed to a PRI gateway. The PRI gateway is configured in the agent Login server Via LAN and calls will be routed to the available agents. Agents will collect the information from the customer and route it to the nearest ambulance services.
The data which is collected by the agents are stored in the primary DB server, and the secondary DB server is used for the database replication process with the primary server to avoid data loss.
Stand Alone server acts as a backup server where agents will get connected when the login servers fail due to hardware or network issues.
RESULTS
In situations like these, Haloocom comes in very handy and saves the day when the number of calls is very high, considering that every call landing on the toll-free number is a priority emergency call (when it comes to the matter of Life and Death).
The Call connectivity to an agent was less than a minute and the time taken for Emergency Services dispatch came down by a whopping 50%.
All Calls were recorded & monitored that are being used for Security and Audit purpose. Human errors & delays were the biggest concern in this process, Haloocom was able to support & bring an effective technology in place – that was superior, automated & measurable eliminating Human errors or delays.
