Neos Call Centre and ambulance service includes the following variants of workplaces with different functionality:
- call reception and call transmission dispatcher — receives calls and registers call information, distributes emergency teams in compliance with processed calls, controls the state of calls and emergency teams.
- substation dispatcher- ensures emergency teams distribution and controls the state of calls and emergency teams.
- chief doctor — controls the status of calls and emergency teams and has access to operative information on the work of departments of the station
- Head doctor — the possibility to get on-line information
- Personnel department — ensures reception and processing of statistical information on personnel work
- Medical statistician — ensures reception and processing of statistical information on service work
- administrator- performs settings and management of system operation
The following set of functions is performed from dispatcher work place:
- Registration of new calls. (After registration a call should get its new unique number)
- Manual calls registration.
- Registration of additional calls.
- Display of information on unprocessed calls
- Display of information on calls that are currently being processed
- Fast retrieval of call information
- Listening of call recording
- Distribution of emergency teams
- Display of emergency teams status
- Emergency teams status and distribution management
- Call cancellation
- Call transfer to other emergency team
- Fast retrieval of information on emergency teams’ status
- Call card filling
The following set of functions is performed from substation dispatcher work place:
- Distribution of emergency teams and staff
- Display of information on emergency teams status
- Management of emergency teams status and distribution according to calls
- Call cancellation
- Call transfer to other substation or other emergency team
- Display of unprocessed calls information
- Display of information on calls that are currently being processed
- Display of information on processed calls
- Fast retrieval of call information
- Fast retrieval of information on emergency teams
- Manual calls registration
- Registration of additional calls
- Call card filling
The following functions can be performed from chief doctor’s work place: all the functions accessible from ambulance service, statistician and personnel department work places. Information on currently working ambulance service dispatchers is accessible from chief doctor’s work place.
Display of on-line information on call processing status:
- Region
- Processed calls
- Unprocessed calls
- Urgent unprocessed calls
- Calls with exceeded waiting interval
- Calls with exceeded processing interval
- Emergency teams on medical duty
- Unoccupied emergency teams
- Emergency teams on line
- Overall amount of processed calls
- Overall amount of unprocessed calls
- Overall amount of unprocessed urgent calls
- Overall amount of calls with exceeded waiting interval
- Overall amount of calls with exceeded processing interval
- Overall amount of emergency teams on medical duty
- Overall amount of unoccupied emergency teams
- Overall amount of emergency teams on line
If the overall amount of unprocessed calls exceeds the amount of unoccupied emergency teams visual and audio alarm takes place.
Chronic patients
The possibility to register information on chronic patients, including tables, forms for adding, changing and searching of information.
The following functions can be performed from head doctor’s work place: all the functions accessible from ambulance service, statistician and personnel department work places. Information on currently working ambulance service dispatchers is accessible from head doctor’s work place.
Display of online information on call processing status:
- Region
- Processed calls
- Unprocessed calls
- Urgent unprocessed calls
- Calls with exceeded waiting interval
- Calls with exceeded processing interval
- Emergency teams on medical duty
- Unoccupied emergency teams
- Emergency teams on line
- Overall amount of processed calls
- Overall amount of unprocessed calls
- Overall amount of unprocessed urgent calls
- Overall amount of calls with exceeded waiting interval
- Overall amount of calls with exceeded processing interval
- Overall amount of emergency teams on medical duty
- Overall amount of unoccupied emergency teams
- Overall amount of emergency teams on line
If the overall amount of unprocessed calls exceeds the amount of unoccupied emergency teams visual and audio alarm takes place.
Chronic patients
The possibility to register information on chronic patients, including tables, forms for adding, changing and searching information.
The following functions are performed from personnel department work place:
- Personnel management
- Formation of work time schedules
- Work time schedules for emergency teams
- Work time schedules for emergency teams’ personnel
- Work time schedules for dispatchers
The following functions are performed from statistician work place:
- Reports formation
- Reports and certificates formation
- Assets formation
- Diagnosis check
Administration subsystem ensures performance of all the functions accessible from other work places and the following functions:
- System user management
- Directory management
Chronic patients
The possibility to register information on chronic patients, including tables, forms for adding, changing and searching information.
