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News : Minister Says Lives Put At Risk by Failure Over Dublin 999 Ambulance Calls

#contactcenterworld

Dublin, Ireland, Dec, 2018 -- Lives are being risked by the ongoing failure to resolve a years-long row over the handling of 999 ambulance calls in Dublin, Minister for Health Simon Harris has warned.

Emergency calls for medical help in the city are traditionally handled by paramedics in the Dublin Fire Brigade (DFB), which has its own call centre, staffed by about 75 people, on Townsend Street. It deals with about 120,000 ambulance calls every year.

Outside the capital, the National Ambulance Service (NAS) deals with 999 and 112 emergencies, but it also covers some of Dublin and provides back-up when DFB is too busy.

State health watchdog Hiqa raised an alert as far back as 2014 that patients seeking an ambulance in Dublin could be left waiting for up to eight minutes more because of "convoluted" delays in transferring calls from one service to the other.

Dublin City Council months later announced that all call-and-dispatch services would be brought under the one roof at the National Emergency Operations Centre in Tallaght, which is operated by the Health Service Executive (HSE). The centre has 170 staff and handles about 300,000 calls every year.

Amalgamation

The proposed move has been resisted by the DFB, which fears its service could be diminished by an amalgamation and that patient safety would be compromised by the existing HSE plan.

Mr Harris insists it is necessary to consolidate all emergency calls in one centre.

"This is required because the current call-taking arrangements in Dublin represent an unacceptably high patient-safety risk and give rise to delays in the allocation of ambulance resources to patients, including in potentially life-threatening situations," he said.

"There have been suggestions that we could find a technical solution by updating the computers in the Dublin Fire Brigade call centre in Townsend Street.

"That has been examined but I am advised that it would not resolve the problem and address the patient safety risk. What is required is a seamless operation with one point of contact for Dublin."

Negotiations

The Minister said negotiations had been going on "for some time" and there was an "urgent" need to resolve the row so as patient safety was not being threatened. The negotiations have been going on for four years.

Dublin City Council, which controls DFB, refused to detail what specific issues were holding up the negotiations.

"Dublin Fire Brigade are currently engaged in an ongoing process in relation to the ambulance service and are not in a position to provide comment," a spokeswoman said.

Siptu, one of the unions representing fire brigade staff, said it was "not an issue about money or terms or anything like that".

A spokesman said: "We are looking to maintain the best service for the public, and our members believe that is best served through maintaining the integrity of the DFB system.

"We have committed to looking at all options in terms of seeking a solution that satisfies both the requirements of the NAS and DFB."

In a review more than a year ago, Hiqa warned that the present system was putting patients at risk and could not be allowed to continue.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.irishtimes.com


Today's Tip of the Day - Team Names

Read today's tip or listen to it on podcast.

Published: Thursday, December 20, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

5.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

6.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

7.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

8.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

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