Name: Kadriye Gülöz
Agency: Großleitstelle Oldenburger Land AöR
Location: Oldenburg
Country: Germany
Service Area: ca. 4,200 km²; 735,000 inhabitants
- How long have you been working with the Advanced Medical Priority Dispatch System™ and ProQA®?
I’ve been working in the communication center for 10 years, during five of which I’ve been active as an Emergency Dispatcher. In addition, I act as a temporary shift manager whenever necessary. As the person responsible for Quality Management, I supported the implementation of AMPDS™/ProQA in our communication center and successfully launched it in 2021.
- What do you like most about ProQA?
The ability to respond quickly—ProQA helps calltakers gather important information from callers and immediately apply the relevant protocols to make quicker and more accurate decisions during emergency calls.
- Can you think of a specific example when ProQA helped you? Tell us about an experience, a memory, or an anecdote.
Undisputedly, my first birth on the phone. The voice of the expectant grandpa was tense and nervous; in the background I heard the mother who felt the pain of contractions. The situation was incredibly intense. The targeted questions of the protocol enabled me to collect the necessary information so I could give instructions safely and effectively. It was as if I had a clear guide in my hands that helped me take the right steps at the right time. I was able to give the future grandpa clear instructions on how he could help his daughter in this critical moment. In the end, using the protocol led to a safe birth. I felt a wave of relief and joy as I heard the sounds of the infant in the background.
- What do non-users need to know about the AMPDS and/or ProQA?
ProQA offers several benefits, including:
- Consistent protocols: The system uses standardized protocols to ensure that all emergency calls are handled according to the same rules and practices. This improves the accuracy and consistency of emergency calltaking.
- Supported decision-making: The system asks targeted questions to collect important information that helps calltakers depict the situation accurately and provide appropriate support for responders.
- Better information management: The structured gathering of information enables calltakers to organize and share relevant data with responders more efficiently.
- Training and quality assurance: ProQA can be used for training and quality assurance to guarantee that calltakers adhere to best practices during emergency calltaking.
- Reduction of errors: ProQA's standardized protocols and targeted questions can help minimize human error during emergency calltaking.
- Time-saving: The structured gathering of information can save valuable seconds, which can be lifesaving in emergency situations.
- Do you have any recommendations for other users?
There are quite a few recommendations:
- Thorough training: Invest time in thorough training.
- Practical exercises: Conduct regular training sessions to strengthen protocol knowledge.
- Keep calm: Rely on the protocol and training to give clear instructions and remain emphatic.
- Team communication: If you work in a team, communicate clearly and effectively.
- Maintain flexibility: While the protocol provides a solid structure, each situation can be unique.
- Self-care: As you often face intense and emotionally stressful situations, do not forget to pay attention to your own emotional health.
- Share your experiences: Share experiences and best practices with colleagues.
- Utilize feedback: Utilize feedback from managers, colleagues, and callers to continuously learn and improve.
- Maintain your humanity: Although protocols like the AMPDS are helpful, never forget the human side of your work. Empathy and understanding are just as important as using the protocol.
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