Is Use Of An Interactive Voice Server In An Emergency Medical Dispatch Center An Efficient And Safe Measure?

Introduction: In the first wave of COVID-19 pandemic, Emergency Medical Dispatch Centers (EMDC) faced an influx of calls. During this time, with the scope of handling emergency calls more quickly, it was decided to use an Interactive Voice Server (IVS). The objective of this study was to identify whether the implementation of an IVS is efficient and safe. Method(s): From 20/03/19 until 20/04/26, an IVS was activated between 8 AM and midnight. IVS offered the caller to choose either 1-press the 'zero' key for Coronavirus Syndrome with no respiratory difficulties;or 2-stay on line for any other reason. If the caller typed 'zero', the call was directed to a 'crisis dispatcher' specially trained to handle COVID cases. If he stayed on line, his call was placed in the same queueing list as all emergency calls and handled by a "conventional dispatcher". All medical dispatch files picked up during IVS activation period were included and classified in 2 groups: "IVS Yes" if caller pressed 'zero' and "IVS No" if not. Patient's age, gender and profile of the caller (patient or third party) were collected. The level of severity of the patients was assessed upon the dispatcher' decision ranging from sending an Advanced Life Support ambulance (ALS), a Basic Life Support ambulance (BLS) or no transport. Data were compared between the 2 groups with Chi-square tests. Result(s): 2846 callers were in the group "IVS Yes" and 12111 in "IVS No". Main results are in table 1. Conclusion(s): IVS allowed almost 15% of calls to be directed to a specialized provider where they waited to be processed by staff trained within a few days to deal exclusively with COVID cases. This has led to decrease the number of calls handled by the conventional dispatch and allowed more time to respond to severe emergency calls. Moreover, because only 0.07% "IVS Yes" needed an ALS ambulance, we can assume that the use of IVS is safe. IVS is therefore an effective tool, which allows safe triage of less serious patients and frees up time to answer to severe calls.

Understanding and monitoring the evolution of the Covid-19 epidemic from medical emergency calls: The example of the Paris area

We portray the evolution of the Covid-19 epidemic during the crisis of March–April 2020 in the Paris area, by analyzing the medical emergency calls received by the EMS of the four central departments of this area (Centre 15 of SAMU 75, 92, 93 and 94). Our study reveals strong dissimilarities between these departments. We show that the logarithm of each epidemic observable can be approximated by a piecewise linear function of time. This allows us to distinguish the different phases of the epidemic, and to identify the delay between sanitary measures and their influence on the load of EMS. This also leads to an algorithm, allowing one to detect epidemic resurgences. We rely on a transport PDE epidemiological model, and we use methods from Perron–Frobenius theory and tropical geometry. © Académie des sciences, Paris and the authors, 2020. Some rights reserved.