Modeling the Impact of Inbound Call Distribution Virtualization in Emergency Medical Communication Centers (EMCCs) on Their Service Level

Emergency Medical Service Communication Systems, Health Care Clinical Trial

— CALL_SAMU  

Official title:

Modeling the Impact of Inbound Call Distribution Virtualization in Emergency Medical Communication Centers (EMCCs) on Their Service Level

Clinical Trial Details — Status: Not yet recruiting

Administrative data

• NCT number: NCT04670835
• Other study ID #: RC20_0064
• Status: Not yet recruiting
• Start date: January 15, 2021
• Est. completion date: December 16, 2022

Study information

• Verified date: December 2020
• Source: Nantes University Hospital
• Contact: Yann Penverne, MD
• Phone: +336 50 84 05 72
• Email: yann.penverne[@]chu-nantes.fr
• Is FDA regulated: No
• Study type: Observational

Clinical Trial Summary

Fast access to the Emergency Medical Communication Center (EMCC) is essential for the population in emergency situation. It is therefore essential that these call centers operate quickly and provide good quality service. However, in recent years, EMCCs have experienced a constant and increasing demand from the population. Thus, maintaining the current organization of emergency medical communication centers raises questions about both the volume of incoming calls to EMCCs and the economic constraints, which make it difficult to manage call peaks, especially in periods of crisis.

The aim of our study is to assess the impact of incoming call distribution virtualization in EMCCs on their service quality.

Description:

France is facing political decisions on the evolution of Emergency Medical Communication Center organization to improve population accessibility. Regarding the performance targets requested by the French government (MARCUS report: http://www.urgences113.fr/marcus/Rapport_MARCUS3.pdf), the virtualization of inbound call distribution could improve EMCC service quality indicators.

The Virtualization is a process that consists of centralizing calls from different territories before distributing them to the centers concerned according to their availability. The objective through this process is to improve the population' access to the EMCC by reducing waits time. And on the other hand, to optimize the activity rate of dispatchers and physicians.

Recruitment information / eligibility

• Status: Not yet recruiting
• Enrollment: 1500000
• Est. completion date: December 16, 2022
• Est. primary completion date: December 16, 2021
• Accepts healthy volunteers: No
• Gender: All
• Age group: N/A and older

Eligibility

Inclusion Criteria:

• All incoming calls passing through the five Emergency Medical Centers in the Pays de la Loire region (Loire-Atlantique, Maine-et-Loire, Mayenne, Sarthe and Vendée). In each center, an advanced telephone system automatically keeps track of all inbound calls.

Exclusion Criteria:

According to the French national consortium, incoming calls that hung up in less than 10 seconds are considered as dialing errors and are excluded

Related Conditions & MeSH terms

• Emergencies
• Emergency Medical Service Communication Systems, Health Care

Locations

Country	Name	City	State
n/a

Sponsors (2)

Lead Sponsor	Collaborator
Nantes University Hospital	IMT Mines Albi - France (https://www.imt-mines-albi.fr/)

Outcome

Type	Measure	Description	Time frame	Safety issue
Primary	Operational level of service, defined by the quality of service at 20 s (QS20). It corresponds to the rate of answered calls within 20 s	This indicator is one of the most frequently used internationally to measure the performance of emergency call centers	20 seconds

External Links

•   Presentation of the study context; description of the protocol and his main objectives. Presentation of the team