Ignite Creation Date:
2024-10-26 @ 3:35 PM
Last Modification Date:
2024-10-26 @ 3:35 PM
Study NCT ID:
NCT06502925
Status:
NOT_YET_RECRUITING
Last Update Posted:
None
First Post:
2024-07-01
Brief Title:
Quality of Incoming Call Handling in an Emergency Dispatch Center
Sponsor:
None
Organization:
None
Study Overview
Official Title:
Evaluation of the Quality of Incoming Call Handling Assisted by the proQA Software in the Emergency Dispatch Center of Besançon
Status:
NOT_YET_RECRUITING
Status Verified Date:
2024-07
Last Known Status:
None
Delayed Posting:
No
If Stopped, Why?:
Not Stopped
Has Expanded Access:
No
If Expanded Access, NCT#:
N/A
Has Expanded Access, NCT# Status:
N/A
Acronym:
CRRAQPA
Brief Summary:
The aim of Emergency Medical Dispatch EMD is to ensure prompt access to medical care for all at all times initiate appropriate responses quickly arrange suitable hospital facilities and coordinate patient transport and hospitalization
In France care begins with an incoming call managed by the EM Dispatchers who collect the patients details and assess the seriousness of the situation This severity assessment is essential for triggering the appropriate resources direct dispatch of first-aiders in extreme emergencies or transfer of the call to an emergency or general practitioner
Under- or over-assessment will necessitate redirection resulting in a loss of time and opportunity for the patient or emergency channel congestion Errors at this stage can impact the entire care pathway
To assist EM dispatchers aids have been developed Firstly In France a diploma course was created in 2019 Various training methods exist Their contribution to the quality of incoming calls handling remains unevaluated Secondly EM centers use regulation protocols designed to guide dispatchers in call handling and identifying the seriousness of the situation
The regulation protocol used at Besançon University Hospital is ProQA Priority Dispatch Corporation Salt Lake City UT US It uses standardized questions and records EM Dispatchers decisions and the responses they obtain from callers These responses are considered by ProQA which then assigns a severity code to the call
The assistance provided by regulation protocols however useful remains insufficient Contextual factors can complicate compliance with regulation protocols making matching resources to needs challenging
AQUA is a software package dedicated to quality control enabling EM Dispatchers supervisors to rate the quality of all stages of the call-taking process This ensures that all key questions have been asked and that they have been asked correctly In addition the severity code obtained by the EM Dispatcher can be compared with the severity code obtained by the supervisor using a qualifying analysis method and data entry software The calls are replayed under optimal conditions in a calm environment and allowing supervisors to listen multiple times to ensure no information is missed the supervisors code is therefore the reference code
CRRAQPA studys aim is to assess the quality of incoming call handling and to identify the factors that influence this quality
In France care begins with an incoming call managed by the EM Dispatchers who collect the patients details and assess the seriousness of the situation This severity assessment is essential for triggering the appropriate resources direct dispatch of first-aiders in extreme emergencies or transfer of the call to an emergency or general practitioner
Under- or over-assessment will necessitate redirection resulting in a loss of time and opportunity for the patient or emergency channel congestion Errors at this stage can impact the entire care pathway
To assist EM dispatchers aids have been developed Firstly In France a diploma course was created in 2019 Various training methods exist Their contribution to the quality of incoming calls handling remains unevaluated Secondly EM centers use regulation protocols designed to guide dispatchers in call handling and identifying the seriousness of the situation
The regulation protocol used at Besançon University Hospital is ProQA Priority Dispatch Corporation Salt Lake City UT US It uses standardized questions and records EM Dispatchers decisions and the responses they obtain from callers These responses are considered by ProQA which then assigns a severity code to the call
The assistance provided by regulation protocols however useful remains insufficient Contextual factors can complicate compliance with regulation protocols making matching resources to needs challenging
AQUA is a software package dedicated to quality control enabling EM Dispatchers supervisors to rate the quality of all stages of the call-taking process This ensures that all key questions have been asked and that they have been asked correctly In addition the severity code obtained by the EM Dispatcher can be compared with the severity code obtained by the supervisor using a qualifying analysis method and data entry software The calls are replayed under optimal conditions in a calm environment and allowing supervisors to listen multiple times to ensure no information is missed the supervisors code is therefore the reference code
CRRAQPA studys aim is to assess the quality of incoming call handling and to identify the factors that influence this quality
Detailed Description:
None
Study Oversight
Has Oversight DMC:
None
Is a FDA Regulated Drug?:
None
Is a FDA Regulated Device?:
None
Is an Unapproved Device?:
None
Is a PPSD?:
None
Is a US Export?:
None
Is an FDA AA801 Violation?:
None