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.
Additional Metadata
Keywords call centers, emergency medical services, performance
THEME Logistics (theme 3)
Persistent URL
Project From Reactive to Proactive Planning of Ambulance Planning Services
Conference Winter Simulation Conference
van Buuren, M, Kommer, G.J, van der Mei, R.D, & Bhulai, S. (2015). A simulation model for emergency medical services call centers. In Proceedings of Winter Simulation Conference 2015 (WSC 47). doi:10.1109/WSC.2015.7408221