WO2004057901A1

WO2004057901A1 - Method for managing emergency calls

Info

Publication number: WO2004057901A1
Application number: PCT/IB2003/005613
Authority: WO
Inventors: Giovanni Landoni
Original assignee: Individual
Current assignee: Individual
Priority date: 2002-12-20
Filing date: 2003-12-19
Publication date: 2004-07-08
Anticipated expiration: 2005-06-20
Also published as: AU2003295179A1; ITMI20022730A1

Abstract

A method for managing emergency calls received by an emergency centre (3) and originating from a user (2) comprises the step of recording identification data of the emergency call (5) and selecting, depending on the identification data, an operator (OP) from a list (7) of operators. The list comprises for each operator the momentary location of the operator (LO) so that the momentary location of the operator selected from the list has a predefined proximity relation with the location of the emergency (16). Finally the identification data of the emergency call are transmitted to the selected operator.

Description

"Method for managing emergency calls"

DESCRIPTION

The present invention relates to a method for managing emergency calls received by an emergency centre and originating from a user/citizen. In particular the present invention can be used in a cellular telecommunications system.

In Italy and abroad different emergency services, such as, for example, ambulances, fire brigade, police, etc., are managed by. means of a single number.

For example in Italy there is an emergency service which, by means of the single emergency number "118", coordinates all the typical rescue activities of an emergency centre . The service, depending on the gravity and priority of the emergency call received, organizes the mobilization of a helicopter, a specially equipped first-aid vehicle, a mobile reanimation unit or an ambulance.

According to the current system for managing emergency calls, when a call is received, a telephone operator answers and has the task of. recording information relating to the nature of the call, its urgency, the location of the call and so on, so as to be able to send out as soon as possible a mobile emergency unit, such as one of those mentioned above.

Obviously, the telephone operator, depending on the location from where the call originates or - should it be different - the location where the emergency is present, sends out the mobile unit which is most closely situated.

The method described hitherto, which moreover is that currently most used in emergency centres not only in Italy, but also worldwide, functions satisfactorily in relation to the resources available.

These resources, however, are obviously limited and cannot provide suitable coverage for the whole of the territory, in particular with the rapidity which an existing emergency often requires.

In the case, for example, of cardiovascular illnesses, it is known that one third of the persons suffering a heart attack die before reaching the hospital and most of them die within one hour of the acute symptoms occurring.

In such cases the rapid intervention of a person with even only basic training is vital since he/she is able to administer first aid on the spot, which undoubtedly increases the probability of survival.

The greater cost which must be borne in order to achieve greater coverage arises mainly from the need to have highly specialized personnel present in the mobile units.

Since such an increase in resources cannot be achieved without incurring excessively high costs, it is necessary to envisage the intervention of qualified personnel within a few minutes, for example five minutes, from the moment the trauma or cardiovascular arrest occurs .

In view of the state of the art described, the object of the present invention is to provide a method for managing emergency calls which is able to overcome the drawbacks mentioned with reference to the known art .

More particularly, the present invention is aimed at providing a method which allows the emergency centre to be put into contact with a specialized operator available in the vicinity of the emergency zone.

This object is achieved by a method in accordance with Claim 1.

The characteristic features and advantages of the present invention will become obvious from the following detailed description of a practical embodiment, illustrated by way of a non-limiting example in the accompanying drawings in which:

Figure 1 shows a flow chart of a method according to the present invention; Figure 2 shows a schematic illustration of an area of application of the flow chart shown in Fig. 1.

The description of the method according to the invention will refer to a particular emergency situation, or an emergency requiring first aid, but the present method of the invention may also be used in operations of other types, such as those performed by the fire brigade, police, forest fire- ighting services, etc.

With reference to Figures 1 and 2, 1 denotes a grid representing a geographical area for application of the method, in which a user/citizen 2, an emergency centre 3 and a mobile unit 4 are situated.

Each square la of the grid 1 represents a coverage cell of a radio mobile communications system, such as GSM, namely each square la represents a method for cellular coverage of the territory.

In fact, the territory, in accordance with radio mobile technology, is divided into a large number of adjacent cells which are repeated in a geometrically uniform manner and in particular each cell has a main radio station which irradiates the said cell .

It should be noted that in densely populated areas the splitting technique is used, said technique consisting in dividing up a large-size cell into a certain number (typically 3) of smaller cells. In this way it is possible to pass gradually, with successive splitting steps, from large cells used in rural areas (with a radius of several kilometres) to cells having a radius of a few hundred metres, for the more dense coverage required in large urban centres .

The present invention may also use other types of communications systems, such as for example the satellite system GPS, DECT, etc.

In the remainder of the description of the invention reference will be made to a radio mobile communications system of the GSM type.

Following an emergency situation occurring in any cell la of the grid 1, the user 2 makes an emergency call 5 to the emergency centre 3, dialling a telephone number, for example the central number "118".

The emergency call 5 made by the user 2 originates for example from a call location lb.

The call location lb may or may not coincide with the location of the emergency.

With reference in particular to the situation illustrated in Figure 2 it can be noted how the location of the emergency coincides with the call location lb.

In a manner known per se, the emergency call 5 is routed to an emergency centre 3 which manages the call.

It should be noted that the broken line in the schematic illustration in Figure 2 represents the calls made between two parties, in particular between the user „2 and the emergency centre 3.

In particular the emergency centre 3 is able to record the identification data of the emergency call 5 ; for example the location of the emergency lb is recorded.

Once the identification data of the emergency call 5 has been recorded, the emergency centre 3 transmits

(broken line 6 in Figure 2) this data to the mobile unit centre 4 which, for example, is a first-aid centre.

This first-aid centre mobilizes the mobile rescue units 4, such as an ambulance for example, which are required at the location of the emergency (dot-dash line 6a in Figure 2) .

The method according to the present invention advantageously envisages the presence of a list or database 7 containing a plurality N of operators OPi, where i=l...N.

These operators OP_± may be external to the emergency centre 3 or may not form part of the personnel within the emergency centre 3.

The list 7 is managed directly by an additional management centre (not shown in these figures) or by the emergency centre 3. In particular in the case where common management is envisaged between the additional management centre and the emergency centre 3 , the emergency situation is managed in parallel as described below.

The list 7 comprises for example reanimators, specialists, qualified personnel or also any one who has undergone recognised training, such as BLS (Basic Life Support) , ALS (Advanced Life Support) , ATLS (Advanced Trauma Life Support) and ACLS (Advanced Cardiac Life Support) , and is able to act in emergency situations .

In accordance with the present invention, advantageously, the momentary location of the operator LOi, at the time the emergency call 5 is made, is associated with each operator OPi.

The selection of the i-th operator OPi is performed by means of a predefined relation for determining the proximity to the location of the emergency lb and the i-th location LOi.

For example a predefined proximity relation may require that the selected operator OP, or the location LO in which he/she is present at the time of the call to the emergency centre 3 , be within a radius of 500 metres from the location of the emergency lb.

In other words, an operator OP is selected from the list 7 of operators OPi depending on his/her present or momentary position using means which are known per se, for example software means.

With reference to Figure 2 it can be noted how two operators OP_x and OP₂ are present . By effecting the selection as described above, the method according to the invention results in a choice of operator OP₂ who is closer to the location of the emergency lb.

The procedures for performing the abovementioned selection step will be described in connection with a preferred mode of implementation of the method according to the present invention.

Subsequent to the step involving selection of the operator OP, the identification data of the emergency call 5 or the location of the emergency is then transmitted (broken line 8) to the selected operator OP so that the selected operator OP is able to reach rapidly the location of the emergency.

In the case where the selected operator OP has confirmed his/her availability (broken line 9) to go to the location of the emergency lb, the emergency centre 3 transmits this data to the mobile unit 4 mobilized beforehand.

In this way the mobile unit 4 is made aware of the fact that a medical operator OP able to provide professional assistance with the rescue operations will be present at the location of the emergency lb. It is obvious that, depending on the location LO of the selected operator OP, the selected operator OP will reach the location of the emergency lb before or at the same time as the mobile units mobilized by the mobile unit centre 4.

In other words it is therefore possible to associate with any cell la of the grid 1 an operator OPi, forming part of the list 7, together with the momentary location of each operator LOi, and it is likewise possible to associate the location of the emergency lb with any cell la.

In the application of the method according to the invention, it is possible to envisage that third parties, such as for example a mobile telephone company, are able to offer the service, providing in real time, upon request of the emergency centre 3 or an additional emergency centre, the location LO of each operator OPi present in the list 7 of operators.

Using a GSM cellular communications system of the type described above, the proximity relation therefore corresponds to a comparison between the cell which represents the location of the selected operator OP and the cell lb which represents the location of the emergency.

The selection may be performed, for example, by imposing as a rule, that the cell of the emergency location should be adjacent to the cell in which the call was made, or that said two cells should coincide .

Obviously, depending on the area covered by the grid 1, be it a rural zone or an urban zone, the proximity relation varies .

In the case of an urban area with a cell la of a few hundred metres the abovementioned rule may be restrictive and consequently it is necessary to envisage the possibility of ascertaining the extension of the cell within the territory.

In fact in the case of urban cells the rule may envisage that the emergency cell can be reached from the cell of the call location by means of a minimum travel path which passes through a predetermined number of cells, for example two, while in the case of rural-area cells the rule envisages that the cell containing the emergency location should correspond to the call cell .

The method according to the present invention has a particular advantageous application if the identification data of the call furthermore comprises the type of emergency call 5 and the list comprises for each operator OP the type of operator TOi.

Using this additional identification data of the emergency call 5, the step of selecting the i-th operator OPi is performed in such a way that furthermore the type TO of selected operator OP has a predefined compatibility relation with the type of emergency call 5.

Consequently, the operator OP who is both closest to the zone of the emergency and who, in terms of specialization characteristics, is best prepared to deal with the particular emergency situation is chosen.

The type of call comprises for example a heart attack, a trauma resulting from a road accident, a respiratory arrest and other similar traumatic pathologies, while the type of operator represents the specialization of the operator, for example reanimation, cardiology or pneumology.

As a result it follows that the predefined compatibility relation requires that one of the following rules be satisfied: - heart attack corresponds to cardiology or reanimatio ; trauma from road accident corresponds to reanimation; respiratory arrest corresponds to pneumology or reanimation.

With reference now to the flow chart shown in Figure 1, the innovative method envisages as a first step following occurrence of the emergency (step 10) that of making an emergency call (step 11) in order to contact the operator of the emergency centre 3 by means of a communications device of the type commonly used .

The operator at the emergency centre 3 records the data of the emergency call 5 (step 12) , namely records the identification data of the location of the event and/or the type of trauma.

The emergency centre 3 , depending on the data recorded at that point, mobilizes immediately the first-aid mobile unit 4 (step 18) .

Then an operator OPi forming part of the predetermined list 7 is selected depending on said identification data, such that the location of the event lb and the chosen operator OP have the prechosen proximity relation.

At this point (step 14) the identification data recorded by the operator at the emergency centre 3 is transmitted to the chosen operator.

It is essential to check the availability of the selected operator OP (step 15) and this may be performed, for example, by means of a direct telephone call to the mobile number of the operator OP or by sending to the operator an SMS text message containing the identification data of the call, the location lc and the type of emergency TE and awaiting the reply, for example, by means of SMS or a phone call.

In the case of failure to communicate with the selected operator OP, for various reasons, for example failure to locate the operator, no reply from the operator, non-availability of the operator, etc. (option NO in step 15), the method according to the invention envisages repeating, for a predetermined number of different operators selected from the list, for example five, the step of selecting and communicating with the operator.

In other words, if the selected operator cannot be reached, selection of a new operator is performed, whereby the requirements or rules described above must still be satisfied.

If, at the end of a predefined number of attempts to select the operator from the list 7, no operator has been selected (option END in step 15) , the method nevertheless envisages the possibility of communicating with an internal operator at the emergency centre 3 (step 16) so as to provide the necessary assistance for the emergency in progress .

In the case where communication with the operator selected from the list 7 is positive (option YES in step 15) , the chosen operator makes his/her way to the location of the event lc so as to assist, with the operations, the mobile unit 4 which has already arrived or is about to reach the location of the emergency lc.

As can be appreciated from the above description, the method according to the invention is able to satisfy the requirements referred to in the introductory part of the present description and overcome at the same time drawbacks arising in connection with the known art.

In fact, with the method according to the invention it is possible to contact in real time a medical operator present in the territory in the vicinity of an emergency so as to reduce the intervention time and increase the probability of survival of a person whose life is at risk.

Obviously a person skilled in the art, in order to satisfy contingent and specific requirements, may make numerous modifications and variations to the method described above, all of which are moreover contained within the scope of protection of the invention as defined by the accompanying claims.

Claims

1. Method for managing emergency calls received by an emergency centre (3) and originating from a user (2) , said method comprising the steps of: recording the identification data of the emergency call (5) , said identification data comprising the location of the emergency (lb) , - selecting, depending on said identification data, an operator (OP) from a list (7) of a plurality of operators (OPi) comprising for each operator the momentary location of the operator (LO) , so that said momentary location (LO) of said operator (OP) selected from said list (7) has a predefined proximity relation with said emergency location (lb) , and - transmitting to said selected operator (OP) said identification data of the emergency call (5) .

2. Method according to Claim 1, in which an operator cell (la) is associated with the location of each operator (OPi) and a call cell (la) is associated with the location of said emergency call (5) , said operator and call cells (la) being identified by means of a cellular telecommunications system.

Method according to Claims 1 and 2, characterized in that said predefined proximity relation envisages that said operator cell (la) is adjacent to said call cell (la, lb, lc) .

Method according to Claims 1 and 2, characterized in that said predefined proximity relation envisages that said operator cell (la) coincides with said call cell (la) .

Method according to any one of the preceding claims, in which said identification data further comprise the type of emergency call and said list comprises for each operator the type of operator.

Method according to Claim 5, in which said selection step is performed so that furthermore the type of said selected operator has a predefined compatibility relationship with the type of call .

Method according to any one of the preceding claims, in which said transmission step comprises the steps of : contacting the selected operator by means of a communications device; checking the availability of the selected operator; providing the selected operator with the identification data of the call .

Method according to any one of the preceding claims, further comprising the step of repeating, for a predetermined number of different operators (OPi) selected from said list (7) , the step of selecting and communicating, in the event of unsuccessful communication, with each selected operator.