engleski

Implementation of Croatian Emergency Call Reception Index modified according to Norwegian Index of Medical emergencies

Introduction: The medical dispatching call service made by croatian nurses is crucial in its significance and responsibility in taking and receiving calls, setting priorities and allocating resources. The best indicators of the quality of its effect are the changes in call response time, reception time, delay time - which is defined as time between receiving a call and intervention emergency team arrival to the patient, and protocol compliance. The introduction of the new Croatian Emergency Call Reception Index protocol, which is modified from the Norwegian Index of medical Emergencies, resulted in a new model of aiding criteria-based decisions. We examined the efficiency of the dispatching service which is based on Croatian Emergency Call Reception Index protocol. Methods: We performed retrospective analysis of one year period and compared results according to criteria given by the Norwegian index, between index and control group. All the included participants had NACA Severity of Injury or Illness Index score 5-7. There were no significant differences between the participants in both groups based on the subjects’ age and gender. We included 40 participants [20 indexes and 20 control group]. Results: Average call reception and reaction time as well as elapsed time, defined as a time between receiving a call and intervention emergency team arrival to the patient, were significantly shorter in the index group, where the call reception and reaction time were 111 seconds, compared to 180 seconds in the control group. Average elapsed time between receiving a call and the intervention team’s arrival to the patient was 11.3 minutes for the index group, and it was 15.5 minutes for the control group. Average time elapsed between receiving a call and the patient’s admission to the emergency department was 32 minutes for the index group and 52 minutes for the control group. Discussion: Seeing as the dispatching service is dynamic, demanding and highly responsible, it is subject to constant monitoring of quality indicators. The implementation of the Croatian Emergency Call Reception Index significantly improved the management of Emergency Medical service.

Emergency dispatch centre; service quality; outcomes; Croatian Emergency Call Reception Index

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