"Call centres should be local to the area"
About: Scottish Ambulance Service Scottish Ambulance Service EH12 9EB
Posted by Abz123 (as ),
I witnessed a young male being hit by a car recently. Although the care he recieved by the parademedics was good I have a particular concern about the call centre locations. As all Aberdeen 999 ambulance calls (a city with 1/4 million people) are diverted to the Invenerss call centre, the handlers often have little local knowledge.
During this incident I had little idea as to the road name and all I could go on was the proximity to a Currys superstore. This created much confusion as to locating our position. I would suggest and common sense would back this up, that having a call centre in a City like Aberdeen is highly warranted to dispatch crews without having to waste vital minutes figuring out the location. I believe a call handler from the Aberdeen area would undoubtedly have recognised my location.
I have indeed experienced this issue on more than one occasion. In another incident, the call handler was unable to locate me despite being in close proximity to a local school. This is not the failure of handler rather the administration of the call centres. A call handler based in Aberdeen would have likely recognized the school and dispatch the crew quicker.
Where lives are at stake, saving minutes on dispatch times is critical. For a city and shire region that has a population of nearly half a million people and growing it is logical to provide a call centre locally.