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

NCT ID: NCT04670835

Last Updated: 2020-12-17

Study Results

Results pending

The study team has not published outcome measurements, participant flow, or safety data for this trial yet. Check back later for updates.

Basic Information

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Recruitment Status

UNKNOWN

Total Enrollment

1500000 participants

Study Classification

OBSERVATIONAL

Study Start Date

2021-01-15

Study Completion Date

2022-12-16

Brief Summary

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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.

Detailed Description

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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.

Conditions

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Emergency Medical Service Communication Systems, Health Care

Keywords

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Emergency health service, Accessibility, Virtualization, organization

Study Design

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Observational Model Type

CASE_ONLY

Study Time Perspective

RETROSPECTIVE

Study Groups

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Case Group (unic)

1. Group/Cohort Label :

Users of Emergency Call Centers Users of French territory 'Region Pays de la Loire'
2. Group/Cohort Description:

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.

No interventions assigned to this group

Eligibility Criteria

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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
Eligible Sex

ALL

Accepts Healthy Volunteers

No

Sponsors

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IMT Mines Albi - France (https://www.imt-mines-albi.fr/)

UNKNOWN

Sponsor Role collaborator

Nantes University Hospital

OTHER

Sponsor Role lead

Responsible Party

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Responsibility Role SPONSOR

Principal Investigators

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Yann Penverne, MD

Role: PRINCIPAL_INVESTIGATOR

Nantes University Hospital

Central Contacts

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Yann Penverne, MD

Role: CONTACT

Phone: +336 50 84 05 72

Email: [email protected]

Maxime Lebeaupin

Role: CONTACT

Phone: +336 63 63 91 41

Email: [email protected]

Related Links

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https://www.chu-nantes.fr/recherche-clinique-26

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

Other Identifiers

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RC20_0064

Identifier Type: -

Identifier Source: org_study_id