Performance indicators, quality benchmarking and cost/ efficiency of emergency services Gunnar Bergström SOS Alarm, Sweden
SHORT INFO SOS Alarm is owned by the Government and the Swedish Association of Regions and local authorities, and is runned as a company. SOS Alarm was founded in 1973 to establish an unbroken alarm chain for county councils and municipalities and to create an efficient organisation through amalgamation of smaller dispatch centres. SOS Alarm's main task is to respond to emergency number 112. The 112 service involves receiving, interviewing, determining what has happened and forwarding to the correct help resources. Each day SOS Alarm receive over 10,000 calls to the 112 emergency number. These can be calls about e.g. acute ill-health, traffic accidents, fire, attacks, robbery or burglary. Prioritisation and dispatching the ambulance service, alarming and dispatching the rescue services, etc. are additional services that are regulated through separate agreements with each county council and municipality.
GEOGRAPHY AND BUSINESS AREAS 18 SOS-centres are located from Luleå in the north to Malmö in the south. Three production areas North, South, and Midlands to facilitate coordination on national and local levels. North Luleå Skellefteå Östersund Sundsvall Falun Gävle Four business areas 1. Security, On-call, care phone alarm services 2. 112 & Crisis management services 3. Rescue services 4. Paramedics services Midlands Uppsala Västerås Stockholm Norrköping Örebro Karlstad Eskilstuna South Jönköping Växjö Göteborg Halmstad Malmö
TRENDS Increased specialisation/competence within all business areas e.g. ambulance prioritisation and dispatch, rescue service, crisis management and security services. Focus on close dialogue with clients to meet individual needs within different sectors. Integration between the 18 SOS-centres which become more clearly one company - work load can be transferred between the units harmonization. Increased participation in research and development. SOS Alarm has important data about pre-hospital care, rescue service etc which is used to improve safety and quality. Integration with Tetra system. More focus on crisis management in municipalities, regions and nationally. This means there is a need to adjust the organisation which has started to be able to adopt faster to customer needs.
SOS ALARM ORGANIZATION CEO Central group functions Business unit: Security, On-call services, care phone alarms Business unit: 112, Crisis Management services Business unit: Rescue Services Business unit: Paramedics services Production Technique Service organization Service organization Service organization Service organization Business Development Business Development Business Development Business Development Sales Sales Sales Sales Customer support Quality and Patient safety Customer support 1 Each business unit is responsible for profit and business development, sales and customer support. This also means that decisions will be made close to customers. 1) 112, Crisis Management, Rescue services and Paramedics services have a common Customer Support
NATIONAL PERFORMANCE INDICATORS AND QUALITY ASSESSMENTS Agreement with the swedish state Certified localities Educated and certified dispatchers 100% of the dispatchers should be certified Goals on answering times 8 sec in average for all 112-calls 92% should be answered in 15 sec 100% should be answered in 30 sec under normal conditions Fire and rescue services time factor 90 sec in average to first alarmed unit Health care and ambulance services right prioritation At least 3 follow up interviews with every dispatcher. Listening to calls and compare with medical index
COST EFFICIENCY In general terms we can say by using our organisation with dispatchers connected in one network solution and produce a mix of a personal and a joint schedule, we can provide a cost efficient system..but there are a lot of factors that have an effect on the planning procedure.
IMPROVEMENTS The schedule for the dispatchers Further rationalization is a political issue we have got the network NG 112 will give us more possibilities Sharing technique with others Development of the crisis management system
CONTACT DETAILS Gunnar Bergström Manager 112-services, SOS Alarm Sverige AB Phone: +46 70 584 84 33 E-mail: gunnar.bergstrom@sosalarm.se
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