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Please use this identifier to cite or link to this item: http://hdl.handle.net/1860/3099

Title: Quality Assessment of the Philadelphia Emergency Medical Services System and the 3-1-1 Call Center
Authors: Waser, Katherine Lynn
Keywords: Emergency Medical Services;Philadelphia;Quality Assessment;Call Centers;Public Health
Issue Date: 25-Aug-2009
Abstract: The Emergency Medical Services system in Philadelphia is not sustainable at the current design, size, and workload. This is causing the Emergency Medical Services system in Philadelphia to be overloaded resulting in longer response times to medical scenes. The Philadelphia Fire Department Emergency Medical Services does not meet the recommended standard response time for emergency calls. The goal is for 90 percent of the emergency medical calls to have a response time of less than nine minutes. Emergency Medical Services systems are overburdened with non-emergency calls. The successful implementation of the 3-1-1 Call Center may ease this burden in Philadelphia. A targeted social marketing campaign will contribute to the call center’s success. The Community Based Master’s Project is a quality assessment of the Philadelphia Emergency Medical Services system and the 3-1-1 Call Center to model the Philadelphia Emergency Medical Services’ level of reduced response time as a result of decreased call volume caused by the proposed 3-1-1 Call Center. The response time for Emergency Medical Services in three cities with 3-1-1 Call Centers was observed to determine if the implementation of the call center helped to reduce response times. Then a model of a social marketing campaign was designed to show how the 3-1-1 Call Center could be linked to reduce response times by providing access to the communities’ unmet needs. The results indicated that the implementation of a 3-1-1 Call Center on its own did not have a lasting effect on response times nor did it reduce the number of emergency medical calls. The cost analysis of the social marketing campaign shows that the program would be beneficial to create a sustainable change in the Emergency Medical Services system of Philadelphia.
URI: http://hdl.handle.net/1860/3099
Appears in Collections:Health Sciences Theses and Dissertations

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