CaseStudy2

South Africa, Public Sector

REAL-TIME AMBULANCE DISPATCH

Redesigned end-to-end process to ensure value of technology reaches patients

“The system is eye-opening and effective in terms of safety, response and finding a location”

GAUTENG EMS PARAMEDIC

15-30%

reduction in response times within
the first 2 weeks of implementation

75%

adoption rate by shift leaders
and ambulance crews

15-30%

reduction in response times within
the first 2 weeks of implementation

75%

adoption rate by shift leaders
and ambulance crews

1 week

to build first version of application and conduct real world testing

12 weeks

to complete design, development and roll-out across province

1 week

to build first version of application and conduct real world testing

12 weeks

to complete design, development and roll-out across province

THE CHALLENGE

Manual ambulance dispatching places patients in need at risk for a number of reasons. For example, response times are longer when a dispatcher lacks location information and this results in increased patient waiting times (especially if vehicles get lost due to broken radio communication). In addition, the manual process of assigning new tasks to drivers is often complex and leads to poorer performance management as drivers lack accurate data.

OUR APPROACH

Redesigned dispatch process to ensure that the value of technology improves ambulance response times

  • Real time location and availability information improves task allocation efficiency
  • Direct communication of location information to in-vehicle navigation device

Implemented low cost android mobile devices to provide vehicle tracking data and provide drivers a user interface

  • Custom software platform with mobile device application and management
  • Theft resistant bracket to house in vehicle
  • Navigational assistance using real-time traffic data finds the quickest route
  • SMS functionality to update patients and healthcare facilities of arrival status

Created an interactive training programme suited for the specific culture of the operators and drivers

  • Crew simulator, training video and online test to allow crew self-training and automated testing
  • Identified master trainers within the Emergency Medical Service environment to motivate and train users