Structured or protocol-based dispatching programs: Do these systems really deliver what they claim?

Abstract

Background: The increasing introduction of standardized emergency call systems in German-speaking countries follows the recommendations of the European Resuscitation Council (ERC) and German Resuscitation Council (GRC), according to which the emergency call shall be queried using specified protocols. Although there may be a need for improvement in terms of sensitivity and specificity with regard to the detection of special clinical pictures, standardized products are preferred for emergency call inquiries, which can enable constant call processing regardless of user, time and situation during the day. This increases both patient safety and the legal security of the control center staff and the company management. Objectives: Do such systems deliver what they are expected to perform? Methods: Research of current literature. Results: Emergency call interrogation systems are performing as expected. The compliance of the tele communicator has a significant impact on the quality of a call. Conclusion: There is a need for optimization of the establish standards for the use of the structured and protocol-based systems and in improving user training.