CHU de Nantes
Nantes, 44093, France
Completed
NCT Number: NCT04670835
Modeling the Impact of Inbound Call Distribution Virtualization in Emergency Medical Communication Centers (EMCCs) on Their Service Level
Fast access to the Emergency Medical Communication Center (EMCC) is essential for the population in emergency situation. It is therefore essential that these call centers operate quickly and provide good quality service. However, in recent years, EMCCs have experienced a constant and increasing demand from the population. Thus, maintaining the current organization of emergency medical communication centers raises questions about both the volume of incoming calls to EMCCs and the economic constraints, which make it difficult to manage call peaks, especially in periods of crisis.
The aim of our study is to assess the impact of incoming call distribution virtualization in EMCCs on their service quality.
Completed
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Notify MeKey information
Sex eligibility
All sexes
Study type
Observational
Primary location
About this study
France is facing political decisions on the evolution of Emergency Medical Communication Center organization to improve population accessibility. Regarding the performance targets requested by the French government (MARCUS report: http://www.urgences113.fr/marcus/Rapport_MARCUS3.pdf), the virtualization of inbound call distribution could improve EMCC service quality indicators.
The Virtualization is a process that consists of centralizing calls from different territories before distributing them to the centers concerned according to their availability. The objective through this process is to improve the population' access to the EMCC by reducing waits time. And on the other hand, to optimize the activity rate of dispatchers and physicians.
Who can participate
Healthy volunteers accepted: No
Only the study team can determine whether someone qualifies for participation.
Inclusion criteria
- All incoming calls passing through the five Emergency Medical Centers in the Pays de la Loire region (Loire-Atlantique, Maine-et-Loire, Mayenne, Sarthe and Vendée). In each center, an advanced telephone system automatically keeps track of all inbound calls.
Exclusion criteria
According to the French national consortium, incoming calls that hung up in less than 10 seconds are considered as dialing errors and are excluded
Treatment and study plan
Primary outcomes
-
Operational level of service, defined by the quality of service at 20 s (QS20). It corresponds to the rate of answered calls within 20 s
Time frame: 20 seconds
This indicator is one of the most frequently used internationally to measure the performance of emergency call centers
Sponsors and collaborators
Lead sponsor
Nantes University Hospital
Other
Collaborators
- IMT Mines Albi - France (https://www.imt-mines-albi.fr/)
Registry information
Acronym: CALL_SAMU
Important dates
- Study start
- 2021
- Primary completion
- 2022
- Study completion
- 2022
- First posted
- Dec 17, 2020
- Registry last updated
- Jun 24, 2026
OpenTrials presents study information sourced from ClinicalTrials.gov. The official registry record should be consulted for the latest information.
View the official ClinicalTrials.gov record (opens in a new tab)This listing is for discovery and informational purposes only. It is not medical advice, does not guarantee that a study is recruiting, and does not determine eligibility. Contact the study team and a qualified healthcare professional when considering participation.