Emergency Ambulance Management System in NCR Delhi

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The system involves state of the art technology system with a software application enabled by Google maps. It is an integrated platform with the workforce management and single sign on capability. The system also utilizes mobile phone based application for the automatic updation of ambulance status and the progress of the service delivery.

Background

Falck India, one of the largest private emergency ambulance service provider across the world, as part of their strategic initiatives planned to start operations in India in 2011, in Delhi NCR Region where there is a potential requirement for comprehensive ambulance transport service. Though individual hospitals & hospital chains are having their own fleet with discrete mechanism of operations, but the real challenge of comprehensiveness in service delivery and attaining customer satisfaction (ambulance management) was bothering the hospital industry. Even the fact is that the hospitals are not ready to build infrastructure for a qualitative ambulance management.

Addressing to this area, Falck India with all its vast experience in this field across the world has built a detailed business model wherein Falck India will provide the end – end infrastructure (i.e. right from ambulance, response center (call center), application system, trained man power, etc.) to hospitals and shall respond to the requests of ambulance transport in 24X7 basis.

Need

• Lack of comprehensive ambulance service as a discipline and mechanism in hospitals / hospital chains across the NCR Delhi
• Significant shortage of building infrastructure affecting the service delivery quality
• Heavy investments requirement which is not seen as affordable area
• Sustainability w.r.t day to day operations, complexity in monitoring & evaluation
To address all the stated needs, Falck India has come out with strategic business plan i.e. building own infrastructure (from response center to ambulance), resource development, creating technology based framework for effective control mechanism and leasing/operating the highly equipped ambulance fleet to hospitals and public on opex basis.

Solution

Emergency Health Response Center:

In case of any inter-facility transfer requirement from patient / beneficiary of registered hospital or hospital itself can inform the EHRC and avail the services. The call will land at EHRC, and after collecting basic details pertaining to the request like type of transport required, transfer location details, age and gender of the beneficiary, etc., the nearest / appropriate ambulance from the location of request will be identified from using GPS technology and the ambulance will be dispatched immediately accordingly. The ambulance movement shall be monitored using Vehicle Tracking System and the status updation from the ambulance is automated by using the advanced mobile application technology so that to minimize the voice call communication & to save the response center agents call handling time. Hospitals / Registered Beneficiaries can dial EHRC to avail following services: • Medical Emergencies
• Inter-facility / Patient Transport
• Ambulance booking for Events
• Etc

Project Overview

Emergency Health Response Center is an Information Communication Technology (ICT) enabled high end ambulance transport service which will be delivering services round the clock (24/7) for registered beneficiaries. The services will be delivered through a fixed number which is accessible from Mobile phones, fixed land lines, and PCOs.

EHRC – PAS comprises of

Project Outcome:

Total of calls that were received by Falck-India since June, 2012.