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Abstract：
Emergency medical regulation is a risky activity. In France, emergency medical societies have proposed activity and performance indicators, but their lists are non-exhaustive, unstructured and used heterogeneously among emergency medical call centres (Centres de Réception et de Régulation des Appels, CRRA). Our objective was to build by means of regional stakeholder consensus an operational quality dashboard for CRRAs.
We conducted an observational step in a French CRRA from June to September 2018 and at the same time listed existing activity and quality indicators through a rapid international literature review. We adapted and classified all indicators identified in a structured table. We prioritised them from April to September 2019 by seeking consensus with one regulator physician and one medical regulation assistant from the 13 CRRAs of the largest French region. We used an adapted Delphi method with a prioritisation scale from 1 to 9.
The rapid review of literature included 33 studies among the 414 identified and, with the first observational step, resulted in a list of 360 quality indicators covering the following areas: material resources, human resources, quality approach, call handling and postcall support. 15 of the 26 members participated in the entire process. Seventy indicators were considered as priorities with strong agreement among participants. We built an operational dashboard of quality indicators deemed high priority and provided 70 descriptive indicator sheets.
Our study allowed to build an operational quality dashboard for CRRAs as a ready-to-use support for an internal audit, for prioritisation of quality approach actions and for national and international benchmarking.
We conducted an observational step in a French CRRA from June to September 2018 and at the same time listed existing activity and quality indicators through a rapid international literature review. We adapted and classified all indicators identified in a structured table. We prioritised them from April to September 2019 by seeking consensus with one regulator physician and one medical regulation assistant from the 13 CRRAs of the largest French region. We used an adapted Delphi method with a prioritisation scale from 1 to 9.
The rapid review of literature included 33 studies among the 414 identified and, with the first observational step, resulted in a list of 360 quality indicators covering the following areas: material resources, human resources, quality approach, call handling and postcall support. 15 of the 26 members participated in the entire process. Seventy indicators were considered as priorities with strong agreement among participants. We built an operational dashboard of quality indicators deemed high priority and provided 70 descriptive indicator sheets.
Our study allowed to build an operational quality dashboard for CRRAs as a ready-to-use support for an internal audit, for prioritisation of quality approach actions and for national and international benchmarking.
摘要：
紧急医疗监管是一项有风险的活动。在法国,紧急医疗协会提出了活动和绩效指标，但是他们的名单并不详尽，非结构化和在紧急医疗呼叫中心之间异构使用(CentresdeRéceptionetdeRégulationdesAppels，CRRA)。我们的目标是通过区域利益相关者共识建立CRRA的运营质量仪表板。
我们于2018年6月至9月在法国CRRA中进行了观察步骤，同时通过快速的国际文献综述列出了现有的活动和质量指标。我们对结构化表格中确定的所有指标进行了调整和分类。我们在2019年4月至9月期间优先考虑他们，寻求与法国最大地区13个CRRA的一名监管医生和一名医疗监管助理达成共识。我们使用了一种自适应的Delphi方法，优先级范围从1到9。
文献的快速回顾包括414项确定的研究中的33项，随着观测的第一步，产生了涵盖以下领域的360项质量指标列表：物质资源，人力资源,质量方法，呼叫处理和postcall支持。26名成员中有15名参与了整个过程。70项指标被视为优先事项，与会者达成了一致意见。我们建立了一个被认为是高优先级的质量指标的操作仪表板，并提供了70张描述性指标表。
我们的研究允许为CRRA构建一个运营质量仪表板，作为内部审计的现成支持，质量方法行动的优先次序以及国家和国际基准。
我们于2018年6月至9月在法国CRRA中进行了观察步骤，同时通过快速的国际文献综述列出了现有的活动和质量指标。我们对结构化表格中确定的所有指标进行了调整和分类。我们在2019年4月至9月期间优先考虑他们，寻求与法国最大地区13个CRRA的一名监管医生和一名医疗监管助理达成共识。我们使用了一种自适应的Delphi方法，优先级范围从1到9。
文献的快速回顾包括414项确定的研究中的33项，随着观测的第一步，产生了涵盖以下领域的360项质量指标列表：物质资源，人力资源,质量方法，呼叫处理和postcall支持。26名成员中有15名参与了整个过程。70项指标被视为优先事项，与会者达成了一致意见。我们建立了一个被认为是高优先级的质量指标的操作仪表板，并提供了70张描述性指标表。
我们的研究允许为CRRA构建一个运营质量仪表板，作为内部审计的现成支持，质量方法行动的优先次序以及国家和国际基准。
