Comprehensive Training Module for Dispatch Executives at Moambulance
Objective:
Provide new Dispatch Executives with the necessary skills and knowledge to efficiently
manage HRM (client hospital) calls and B2C (direct-to-customer) calls, ensuring the timely
dispatch of ambulances based on prioritization, while maintaining professionalism and
accuracy.
1. Introduction to Moambulance
Overview of Services:
o Ambulance types (BLS, ALS).
o Key hospital partnerships, independent fleet & vendors.
Dispatch Prioritization:
o 1st Priority: Hospital-dedicated vehicles.
o 2nd Priority: Moambulance independent vehicles.
o 3rd Priority: Nearest aggregator/vendor vehicles.
2. Role and Responsibilities of a Dispatch Executive
Key Responsibilities:
o Efficient call handling and ambulance dispatch.
o Communication with pilots, fleet supervisors, and HRMs.
Daily Tasks:
o Monitor calls, dispatch logs, and vehicle availability.
o Ensure prompt and accurate updates in the system.
3. Call Handling Procedures
HRM Calls (Client Hospitals):
o Understand patient needs and hospital protocols.
o Verify information and dispatch accordingly.
B2C Calls:
o Gather key information (location, patient condition).
o Provide accurate ETAs, cost info, and manage customer expectations.
4. Dispatch Workflow and Technology
Vehicle Dispatch Process:
o Prioritize hospital-dedicated, then Moambulance independent, followed by
aggregator vehicles.
Using the Dispatch System:
o Dashboard navigation and vehicle status updates.(HAMS & SAMS)
o Sync with HRM and Fleet Supervisor applications
5. Communication Best Practices
Effective Communication:
o Active listening and clear, concise responses.
Handling Difficult Calls:
o Techniques for managing distressed callers and escalation procedures.
6. Emergency Protocols
Urgent vs Non-Urgent Cases:
o Recognizing ALS and BLS cases based on patient severity.
Escalation Process:
o When to involve supervisors or medical professionals.
7. Reporting and Documentation
Accurate Reporting:
o Keep detailed records of all dispatches.
Shift Reporting:
o Proper documentation of pending tasks for shift changes.
8. Key Performance Indicators (KPIs)
Metrics:
o Call handling time, dispatch accuracy, client satisfaction.
Feedback Collection:
o Hospital feedback via HRMs, and B2C customer feedback.
9. Training Evaluation and Feedback
Continuous Learning:
o Regular feedback and refresher training on protocols and technology.
10. Understanding Ambulance Types and Equipment
BLS vs. ALS:
o Difference in services and medical equipment.
When to Dispatch ALS/BLS:
o Assessing the situation to dispatch the appropriate ambulance.
11. Geography and Route Planning
City Zone Familiarity:
o Know hospital locations and routes to reduce response times.
Navigation Tools:
o Use GPS to select the fastest route, considering traffic and weather.
12. Customer Service and Conflict Resolution
High-Stress Situations:
o Stay calm under pressure, and handle complaints professionally.
Conflict Resolution:
o Steps to resolve client or HRM complaints, and escalation when needed.
13. Compliance and Regulations
Adherence to Standards:
o Follow local legal guidelines for ambulance dispatch and medical services.
Data Protection:
o Ensure patient data confidentiality.
14. Teamwork and Collaboration
Cross-Department Collaboration:
o Work closely with hospital staff, pilots, and fleet supervisors for smooth
operations.
Support Among Dispatch Executives:
o Share workload and knowledge during high-volume periods.
15. Shift Handover Protocols
Proper Handover:
o Ensure on-going dispatches and pending tasks are properly communicated to
the next shift.
16. Technology Troubleshooting
System Issues:
o Basic steps for troubleshooting dispatch system crashes.(Co-Ordinate with IT
Team)
Manual Backup:
o Procedures for manual dispatch if systems go offline.
17. Mock Dispatch Scenarios
HRM Call Simulation:
o Practice handling HRM calls for an emergency ALS dispatch.
B2C Call Simulation:
o Practice handling a B2C client call for a non-emergency ambulance.
Conclusion:
Reinforce the importance of their role in patient care and ambulance operations.
Encourage continuous feedback and learning for process improvement.
Training Duration: 2-3 Days
Assessment: Simulated call handling and dispatch system test.
