Timely care is coordinated by a robust solution between agents assessing the patient’s situation and sending appropriate care.
Emergency services are an integral part of not just the healthcare system but the society as a whole. Ambulances, doctors on call, medical camps, and other such services which extend beyond the physical walls of a hospital serve patients and people by bringing care to them. It also makes sure that regardless of their economic or social status, they get the care needed. And as hospitals tend to get tied up in paperwork, most of the people below the poverty line will prefer not going at all.
So how do we ensure that people get the care they need?
Emergency Medical Services (EMS) depends heavily on charity, the governments, and people participation to run successfully. Most hospitals cannot sustain ambulance services because a large part of the funds go towards developing in-house services instead of ambulances. Therefore, they depend on independent ambulances to bring patients to them.
Terms like The Golden Hour and the Platinum Ten Minutes emphasize on the urgency of care during the first few minutes of any incident. This is why EMS needs to reach quickly and take care of the patients. The ambulances need to be equipped for either basic or advanced life support, depending on the situation. Before the patients reach the hospital, the whole care aspect is on the technicians in EMS.
A phone call on time can save a life
EMS needs to be highly coordinated with a vast reaching network and quick response time. In the case of SRIMS Emergency Service Foundation, operating ambulances in a chaotic city like Gurgaon is not an easy task. Even with all the difficulties, SRIMS Emergency provides a coordinated 24×7 emergency response service. As soon as the organization gets a call, the agents collect all necessary patient details, including patients location and the kind of emergency. Following this, they track the ambulances with the help of GPS application and notify the nearest ambulance to reach the patient premises.
The contact center solution is software they use to track patients and ambulances as well as to keep hospitals updated. The solution is robust and factors in the quick response time. Agents can see caller details on their desktops and screen out fake calls. They can also update patient details during the call and dispatch an ambulance by accessing the need of the patient and his/her family. All this has to be done within seconds, so the algorithms running the processes may seem complex but their functions and results help save lives.
The work that EMS providers like SRIMS, Dial 1298, and Dial 108 do in urban and rural parts of India is commendable. Bringing care to those who need it most by fighting traffic and time is a Herculean task, no doubt about that! With the support of people, governments, organizations, charities, and healthcare providers, they are able to take care of patients. The agents on the phones play an important part in this process. They multitask by assessing the patients situation and dispatching the service. By continuing to do this exceptional service, we can ensure that healthcare is not a burden but a need and our right.