Modeling the Impact of Inbound Call Distribution Virtualization in Emergency Medical Communication Centers (EMCCs) on Their Service Level (CALL_SAMU)
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| ClinicalTrials.gov Identifier: NCT04670835 |
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Recruitment Status :
Not yet recruiting
First Posted : December 17, 2020
Last Update Posted : December 17, 2020
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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.
| Condition or disease |
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| Emergency Medical Service Communication Systems, Health Care |
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.
| Study Type : | Observational |
| Estimated Enrollment : | 1500000 participants |
| Observational Model: | Case-Only |
| Time Perspective: | Retrospective |
| Official Title: | Modeling the Impact of Inbound Call Distribution Virtualization in Emergency Medical Communication Centers (EMCCs) on Their Service Level |
| Estimated Study Start Date : | January 15, 2021 |
| Estimated Primary Completion Date : | December 16, 2021 |
| Estimated Study Completion Date : | December 16, 2022 |
| Group/Cohort |
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Case Group (unic)
All Users calling through the five Emergency Medical Centers of the French Pays de la Loire region (5 areas of the region are : Loire-Atlantique, Maine-et-Loire, Mayenne, Sarthe, Vendée). In each Emergency Medical Center, an advanced telephone system automatically keeps track of all inbound calls. Average annual number of incoming calls for the 5 Emergency Medical Center of Pays de la Loire region is 1,6 million. |
- 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 [ Time Frame: 20 seconds ]This indicator is one of the most frequently used internationally to measure the performance of emergency call centers
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| Ages Eligible for Study: | Child, Adult, Older Adult |
| Sexes Eligible for Study: | All |
| Accepts Healthy Volunteers: | No |
| Sampling Method: | Non-Probability Sample |
All Users calling through the five Emergency Medical Centers of the French Pays de la Loire region (5 areas of the region are : Loire-Atlantique, Maine-et-Loire, Mayenne, Sarthe, Vendée).
In each Emergency Medical Center, an advanced telephone system automatically keeps track of all inbound calls.
Average annual number of incoming calls for the 5 Emergency Medical Center of Pays de la Loire region is 1,6 million.
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
To learn more about this study, you or your doctor may contact the study research staff using the contact information provided by the sponsor.
Please refer to this study by its ClinicalTrials.gov identifier (NCT number): NCT04670835
| Contact: Yann Penverne, MD | +336 50 84 05 72 ext +33 | yann.penverne@chu-nantes.fr | |
| Contact: Maxime Lebeaupin | +336 63 63 91 41 ext +33 | maxime.lebeaupin@chu-nantes.fr |
| Principal Investigator: | Yann Penverne, MD | CHU Nantes |
| Responsible Party: | Nantes University Hospital |
| ClinicalTrials.gov Identifier: | NCT04670835 |
| Other Study ID Numbers: |
RC20_0064 |
| First Posted: | December 17, 2020 Key Record Dates |
| Last Update Posted: | December 17, 2020 |
| Last Verified: | December 2020 |
| Individual Participant Data (IPD) Sharing Statement: | |
| Plan to Share IPD: | Undecided |
| Studies a U.S. FDA-regulated Drug Product: | No |
| Studies a U.S. FDA-regulated Device Product: | No |
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Emergency health service, Accessibility, Virtualization, organization |
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Emergencies Disease Attributes Pathologic Processes |