Department of emergency and disaster management evaluation of calls madeto 112 emergency call center, personel on duty and useof directed intervention tools: Bitlis province example

ABSTRACT Emergency services have some important differences from other services and sectors. The most important difference among these is the non-substitutable and non-deferrable feature of emergency aid and response services. It is important that all individuals who experience victimization in Turkey, who demand health care, whose safety of life and property are in danger, in short, who need the help of relevant and professional teams, can benefit from emergency aid services. Due to this importance, new system organizations are applied over time by taking advantage of the opportunities offered by technology. In this study, it is aimed to evaluate the New Generation 112 Emergency Call Centers project, which emerged as a result of the new system organization and institutional studies developed for emergency services, in the province of Bitlis, which was completed by being put into service in 81 provinces of Turkey as of 2021. In line with this purpose, it was desired to conduct a study titled the evaluation of the calls made to the 112 emergency call center, the personnel on duty and the use of directed intervention tools, targeting the Bitlis 112 Emergency Call Center. In this context, 30 semi-structured interview questions prepared for the thesis study were asked to the call reception and call forwarding personnel due to the new system, its operation and the fact that they are the first addressees of the calls. The answers received from 44 personnel who consented to participate in the study were noted and the findings were analyzed thematically. The study is generally grouped under three headings. Under the heading of calls made to the emergency call center, observations on the work flow chart of the call center are included and call data is evaluated in detail. Under the heading of the personnel on duty, the interview questions asked to the participants about the operation and innovations of the system, the answers received from the participants and the analyzes are included. Finally, under the heading of evaluation of the use of intervention tools, the statistical data of calls that are turned into cases and directed to the response team are examined. In order to keep the emergency services modern and up-to-date in parallel with the rapid development in the world, the advantages and deficiencies of the new system have been discussed in the discussion and conclusion sections, and measures and recommendations that can be taken in this regard have been tried to be included. Keywords: Single emergency call number application, New generation 112 emergency call centers project, Emergency call numbers, 112 Emergency health services