Magen David Adom, Tel Aviv, Israel, 6706210; Public Health and Health Systems Management Program, Department of Management, Bar Ilan University, Ramat Gan, Israel, 6997524.
Magen David Adom, Tel Aviv, Israel, 6706210; School of Public Health, Tel-Aviv University, Tel-Aviv 5290002, Israel.
Am J Emerg Med. 2020 May;38(5):916-919. doi: 10.1016/j.ajem.2019.07.015. Epub 2019 Jul 8.
To identify and minimize unnecessary calls to emergency numbers and to assess the effectiveness of call-tracking technology in addressing the problem.
A retrospective, interventional study was conducted of all emergency calls made to Magen David Adom (MDA), Israel's national Emergency Medicine Service (EMS) during years 2012-2016. In 2015 a tiered technological intervention was developed and implemented by MDA. The call-tracking technology self-identified harassment calls by call duration and frequency. The system automatically diverted harassing calls to a non-emergency number system in order not to lose any call. The rates of harassment calls were analyzed by shift, region, and season. Trends were compared before and after intervention.
During the years 2012-2016, 53,527 shifts took place, and 8.2% (4277) of shifts identified as receiving incoming harassment calls. The evening shift (11.5%), the Jerusalem region (16.9%), and the summer season (9.6%) were most prone to harassment calls. After implementing an intervention using specialized call-tracking technology, the prevalence of harassment calls decreased significantly (from 10.9% to 2.9% p < .001). The Jerusalem region showed the greatest decrease of 92% (from 26.5%-2.0% p < .001).
MDA's call tracking technology has been shown to identify and minimize harassment calls and can be implemented by emergency organizations to reduce abuse of emergency call services.
为了识别和减少不必要的紧急电话号码呼叫，并评估呼叫跟踪技术在解决该问题方面的效果。
对 2012-2016 年间以色列国家急救服务（MDA）接到的所有紧急电话进行了回顾性干预研究。2015 年，MDA 开发并实施了分层技术干预措施。呼叫跟踪技术通过呼叫持续时间和频率来自动识别骚扰电话。该系统自动将骚扰电话转接到非紧急电话号码系统，以免丢失任何电话。按班次、地区和季节分析骚扰电话的发生率。比较干预前后的趋势。
在 2012-2016 年期间，共进行了 53527 班次，其中 8.2%（4277 班次）被确定为接到骚扰电话。夜班（11.5%）、耶路撒冷地区（16.9%）和夏季（9.6%）最容易接到骚扰电话。实施专门的呼叫跟踪技术干预措施后，骚扰电话的发生率显著下降（从 10.9%降至 2.9%，p<0.001）。耶路撒冷地区的下降幅度最大，为 92%（从 26.5%降至 2.0%，p<0.001）。
MDA 的呼叫跟踪技术已被证明可识别和减少骚扰电话，可以由急救组织实施，以减少滥用紧急呼叫服务的情况。
