Name: Noé Rosillo
Occupation: Business Performance Leader of Emergency Medical Dispatch, Stolen Vehicle Assistance, and Emergency Services OnStar México
Years of Dispatch/Emergency Service Experience: 8 years
Agency Name: OnStar México
Location/Country: México
Service Area (square miles/kilometers): México, 1,964,375 km
- How long have you been working with the Advanced Medical Priority Dispatch System™ and ProQA®?
For 8 months.
I worked for three years as an OnStar emergency advisor. Later I was in the position of OnStar Emergency Team Lead for three years in the Contact Center where we helped clients in crashes with injuries; we stayed on the line until the local emergency services arrived to support the client.
Later I assumed the position of Business Performance Leader of Emergency Medical Dispatch, Stolen Vehicle Assistance, and now EMD for OnStar México.
Now the biggest difference is that with EMD implemented in OnStar México we can offer Emergency Medical Dispatch support if needed before the local emergency services responders arrive on the scene.
- What do you like most about ProQA?
I really like that ProQA guides you step by step in what you have to do according to the medical emergency situation that is being attended to in real time.
- Can you think of a specific example when ProQA helped you? Tell us about an experience, a memory, or an anecdote.
Being in charge of an emergency dispatch service, ProQA has helped me so that our OnStar emergency advisors can now provide medical support while the ambulance and paramedics are still enroute to the scene of the incident. In November we had a call from a client who suffered blows to the face from another driver, which caused slight bleeding, and our advisor provided directions using ProQA while the local 911 center dispatched emergency services to the scene. We did not do this before, and it adds a lot of value to our customers who have OnStar.
- What do non-users need to know about the AMPDS™ and/or ProQA?
I would say that they need to know that today there are internationally certified support tools—like ProQA—which provide the steps to follow in a critical situation. They should add this type of technology in their emergency centers since as we know, the arrival of an ambulance can take time, and during that time we can provide instructions that may save a person's life.
- Do you have any recommendations for other users?
In our case, what really helps our advisors in ProQA is the client query: "Tell me exactly what happened." With this, the OnStar emergency advisor can have more information from the caller or patient about what happened at the scene of the incident and can determine the final code and provide Pre-Arrival Instructions to the client.
There is no doubt that these protocols guide you step by step and provide you with the exact instructions that you must give to the caller, which will happen before the paramedics arrive at the scene.
