杭州市院前急救调度无效电话现状及应对策略.doc

杭州市院前急救调度无效电话现状及应对策略
【摘要】目的:了解目前杭州市院前急救调度无效电话受理情况,结合同行优良经验及中心实际,制定合理化应对策略,提高急救应对能力。方法: 通过对本中心新建调度系统数据分析,使用EXCEL 2007对数据进行统计分析。结果:调度人员日均接警数为1024次(不包括主动拨打数),有效电话为307次,%,其中大部分为骚扰电话,对急救资源造成巨大迫害和浪费。结论:无效电话已经对急救调度系统及整个急救体系造成巨大危害,本中心做出的应对策略,有良好的预期效果。
【关键词】调度人员;院前急救;骚扰电话;无效电话
【Abstract】Objective : By surveying the accepting situation of Pre –hospital emergency scheduling invalid calls, combined the colleagues’ excellent experience and reality, to make reasonable strategies and improve emergency coping ability. Method: This paper statistically analyzed the date from the new scheduling system of the center, using EXCEL 2007. Result: The dispatcher receive phone calls 1024 times daily (not including active calls), but most of them were invalid calls. Among them, 307 times were effective phones, so failure rate was accounting for %. It caused huge damage and waste to the emergency resources. Conclusion: Invalid telephone had caused enormous harm to emergency dispatch system and even the whole emergency system. The center proposed own coping strategies, and now gained favorable results..
【Keywords】Dispatcher;Pre –hospital emergency;Disturbance calls; Invalid Calls
120急救调度承担着院前急救调度的重要任务,是急诊医疗服务体系的首要环节,同时也是一个重要的社会服务窗口,其在医疗救援体系中越来越凸显其重要性[1]。因此本文结合本中心实际,通过调度数据分析,分析无效电话的成因,并提出应对策略,供同行参考。
1、无效电话定义及杭州院前急救无效电话统计现状
多次或长时间打当事人电话干扰其正常工作、生活、休息或用电话讲述当事人不愿接受的内容叫电话骚扰
。在急救工作中,无效电话广义的认为