Emergency Response System Center




Emergency Response System Center - Maharashtra

Project Scope

The system is aimed to provide emergency services across the state of Maharashtra. The system includes an Emergency Response Center with full seating capacity of approximately 100 seats.

Technology Deployed (In Brief)

The system houses a 24x7 Emergency Response Center with all the data redundancies and massive data storage facility built into the data center located at the central location. The platform consists of GIS maps based display system for identification of incident location, identifying free vehicles for service and guiding and tracking the vehicles during the service delivery. The system is expected to track about 937 ambulances. Each ambulance is mounted with Mobile Display Terminal (MDT) so that the driver can have GIS based map display of the land marks and incident.

The Fire department and the Police department are integrated into the computer aided dispatch system and the coordinated service delivery. The system consists of computer enabled triage protocols and Emergency Physician to enhance the quality of service.

Period of Inception

Implemented at Pune, Maharashtra, India.

Background

Medical Emergency services project under National Rural Health Mission (NRHM) is to provide pre-hospital health services (Life support Ambulance) to nearby hospitals for the further treatment. This includes the patients suffering from Road accidents, all critical diseases, critical pregnant women, Neonates related diseases, Patients suffering from an epidemic, Natural calamities and Manmade Hazards, Critical heart patients, snake bite, all accidents, food poisoning, respiratory diseases, brain diseases etc. will be included.

Need

• Unavailability of a platform to respond / coordinate incase of medical emergencies and also Police and Fire.
• Management of emergencies is of serious concern in the state specially in the light of increasing road accidents, health related problems, outbreak of diseases and unexpected natural calamities and manmade disasters etc.

Goals & Objectives

1. Provide First aid to preserve life, prevent further injury & promote recovery.
2. Provide comprehensive 24X7 hours emergency response services by calling three digit toll free no. from any network in Maharashtra.
3. System to leverage all the stake holders to offer comprehensive range of services in emergencies.
4. Expected 20% reduction in mortality & reduce morbidity.

Solution Objectives:

• Facilitate acceleration of Emergency care for the entire population through application of Knowledge, Technology and Processes.
• Provide equitable, cost-effective, scalable interventions
• Scalable to meet the desired and stated goals of in Healthcare by leveraging technology
• Create a collaborative platform for public and private players
The public can avail the services of Help Centre by dialing 108. The call will land at Help Center, and after collecting basic details pertaining to the call like Emergency & Non emergency by the registration officer, the call is routed appropriately to the next level of service point.

Emergency Services:

The nearest located ambulance from the location of incident will be identified using GPS technology and the ambulance will be dispatched immediately to the incident location. Symptom based triage system is developed to understand the requirement of the caller for different kind of ambulances to be dispatched as per the need.

Project Overview

ECC – DMC Comprises of:

Emergency Response Center is an Information Communication Technology (ICT) enabled ambulance transport service which will be delivering services round the clock (24/7) for the people of Maharashtra, India. The services will be delivered through a three digit number which is accessible from Mobile phones, fixed land lines, and PCOs.

ERC –comprises of:

State-of-Art Technology enabled Integrated Solution:
i. Robust PBX Solution with complete built in hot standby redundancy
ii. Voice recording system
iii. Computer Telephony Interface
iv. Computer Aided Dispatch
v. Clinical Assessment System
vi. GIS / GPS/GPRS based Tracking System
vii. SMS gateway system
viii. Mobile Application Solution
ix. Email Interface
x. MIS Reporting System
• Equipped Ambulance
i. Technology gadgets
1. GPS/GPRS based Tracking Equipment
2. Mobile Device
3. Intercom
ii. Call Center People
1. Call Operators / Dispatchers
2. Emergency Physicians
3. Supervisors
iii. Administrative People
1. Operations Manager
2. Fleet Operations Manager
iv. Technical Support People
1. Telecom Support
2. Network & System Support
3. Application Support

Project Outcome:


The Emergency Response Center established and open to public since 31st January 2014 has been serving the state of Maharashtra which is second largest in the country with a population of 110 million.