Emergency Control Center Indicators

The first institutional link in the rescue chain is the emergency control center, where the following core procedures are performed: taking and recording of emergency and nonemergency calls, the dispatching/disposition and notification of emergency personnel, as well as further dispatch support. Various indicators and key data can be used to depict the situation in a control center. Time is an important factor and plays a significant role especially in life-threatening diseases and injuries. Various time periods can be used to describe the control center process. In addition, other criteria that can be ascertained via indicators are also relevant. How quality-relevant intervals and other performance characteristics can look is illustrated based on two examples from Baden-Wuerttemberg and Bavaria. The focus here is on the time needed to answer a call at the control center, the time it takes to process the initial call by rescue services operations as well as the multilayered and interconnected representation of a variety of key values and indicators on the basis of a Balanced Scorecard for the control center. It would be desirable to have uniform definitions for the performance of control centers for all German federal states.