News : Call for Better Tas Ambulance Training
Tasmania, Australia, July 27, 2015 -- A series of short circuits that cut the power to Ambulance Tasmania's emergency call centre sparked an inquiry that has uncovered deficiencies in the service's fail-safe training for staff.
The Hobart-based communications hub for the state's southern region went offline for some 35 minutes from about 3.30am on July 5, delaying the dispatch of paramedics to a terminally ill woman who died.
Technical and operational reviews were launched to find what caused the problem at the three-year-old centre, and Ambulance Tasmania boss Dominic Morgan on Monday revealed details but said the reports would not be made public because they named staff members.
'The operational review highlighted a need for improvements in documentation, business continuity planning, training and exercising in preparation for such events, and has made nine recommendations to ensure we better support our staff in the future,' Mr Morgan said.
'It also found that the level of technical preparedness at the recovery site required improvement, and exercising and this created challenges for staff on the evening.'
The service has already implemented some of the recommendations and will address others.
The technical review found the initial power outage was caused by 'failure of a circuit breaker in a critical sub switchboard' and that the subsequent failure of two back-up power supplies was likely to have been caused by a short circuit.
Mr Morgan said the staff on duty at the time of the outage conducted themselves in an 'exemplary manner in very difficult circumstances', but that there was room for improvement.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
'The reports found there were several aspects in which we could be better prepared both to prevent and manage a similar incident in the future,' he said.
'We recognise this and will be moving immediately to ensure we can do better in the future.'
Ambulance Tasmania has remained in close contact with the family of the woman who died, and Mr Morgan has previously promised to keep them updated with the findings of the reviews.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Document Processes
About Ambulance Tasmania:
Ambulance Tasmania, formally known as the Tasmanian Ambulance Service provides ambulance services in the state of Tasmania, Australia. The service was established by the Ambulance Service Act 1982 and operates within the Department of Health and Human Services.
Published: Tuesday, July 28, 2015
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file man...
DialogTech, the combination of Ifbyphone and Mongoose Metrics, provides the only platform for end-to-end call attribution and conversion essential for data-driven marketers. DialogTech's platform solv...
Seamless customer engagement begins and lasts with Netcall. Contact centre technology designed with your customers experience in mind, allows you to access data and content where it’s needed using ou...