A simulation model for emergency medical services call centers

M. van Buuren; G.J. Kommer; R.D. van der Mei; S. Bhulai

doi:10.1109/WSC.2015.7408221

A simulation model for emergency medical services call centers

M. van Buuren, G.J. Kommer, R.D. van der Mei, S. Bhulai

Research output: Chapter in Book / Report / Conference proceeding › Conference contribution › Academic › peer-review

Abstract

In pre-hospital health care the call center plays an important role in the coordination of emergency medical services (EMS). An EMS call center handles inbound requests for EMS and dispatches an ambulance if necessary. The time needed for triage and dispatch is part of the total response time to the request, which, in turn, is an indicator for the quality of EMS. Calls entering an efficient EMS call center must have short waiting times, centralists should perform the triage efficiently and the dispatch of ambulances must be adequate and swift. This paper presents a detailed discrete event simulation model for EMS call centers. The model provides insight into the EMS call center processes and can be used to address strategic issues, such as capacity and workforce planning. We analyse results of the model that are based on real EMS call center data to illustrate the usefulness of the model.

Original language	English
Title of host publication	2015 Winter Simulation Conference
Place of Publication	Huntington Beach, California
Publisher	IEEE
Pages	844-855
ISBN (Print)	9781467397438
DOIs	https://doi.org/10.1109/WSC.2015.7408221
Publication status	Published - 2015

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title = "A simulation model for emergency medical services call centers",

abstract = "In pre-hospital health care the call center plays an important role in the coordination of emergency medical services (EMS). An EMS call center handles inbound requests for EMS and dispatches an ambulance if necessary. The time needed for triage and dispatch is part of the total response time to the request, which, in turn, is an indicator for the quality of EMS. Calls entering an efficient EMS call center must have short waiting times, centralists should perform the triage efficiently and the dispatch of ambulances must be adequate and swift. This paper presents a detailed discrete event simulation model for EMS call centers. The model provides insight into the EMS call center processes and can be used to address strategic issues, such as capacity and workforce planning. We analyse results of the model that are based on real EMS call center data to illustrate the usefulness of the model.",

author = "{van Buuren}, M. and G.J. Kommer and {van der Mei}, R.D. and S. Bhulai",

year = "2015",

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AU - van Buuren, M.

AU - Kommer, G.J.

AU - van der Mei, R.D.

AU - Bhulai, S.

PY - 2015

Y1 - 2015

N2 - In pre-hospital health care the call center plays an important role in the coordination of emergency medical services (EMS). An EMS call center handles inbound requests for EMS and dispatches an ambulance if necessary. The time needed for triage and dispatch is part of the total response time to the request, which, in turn, is an indicator for the quality of EMS. Calls entering an efficient EMS call center must have short waiting times, centralists should perform the triage efficiently and the dispatch of ambulances must be adequate and swift. This paper presents a detailed discrete event simulation model for EMS call centers. The model provides insight into the EMS call center processes and can be used to address strategic issues, such as capacity and workforce planning. We analyse results of the model that are based on real EMS call center data to illustrate the usefulness of the model.

AB - In pre-hospital health care the call center plays an important role in the coordination of emergency medical services (EMS). An EMS call center handles inbound requests for EMS and dispatches an ambulance if necessary. The time needed for triage and dispatch is part of the total response time to the request, which, in turn, is an indicator for the quality of EMS. Calls entering an efficient EMS call center must have short waiting times, centralists should perform the triage efficiently and the dispatch of ambulances must be adequate and swift. This paper presents a detailed discrete event simulation model for EMS call centers. The model provides insight into the EMS call center processes and can be used to address strategic issues, such as capacity and workforce planning. We analyse results of the model that are based on real EMS call center data to illustrate the usefulness of the model.

U2 - 10.1109/WSC.2015.7408221

DO - 10.1109/WSC.2015.7408221

M3 - Conference contribution

SN - 9781467397438

SP - 844

EP - 855

BT - 2015 Winter Simulation Conference

PB - IEEE

CY - Huntington Beach, California

ER -

A simulation model for emergency medical services call centers

Abstract

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