Dr Sarah Abd Karim Emergency Physician Hospital Kuala Lumpur, Malaysia Started in 2002  Single unified emergency access number  Managed by Royal Police of Malaysia  Inefficiencies low public confidence –  Lead to development of agency specific number  Medical Emergencies  ◦ Hospital based system managed locally by Emergency Call Centre each hospital PUBLIC CONFUSION 994 Fire and Rescue • – Department 991 Civil Defence Department • – 995 gas-related emergencies. • – 112 if use cell phone • – 3371-5005 St Johns Ambulance • – Malaysia (Selangor) 4257 8122 Malaysia Red • – Crescent Society 2615 5333 Hospital Kuala • – Lumpur (Emergency Call Centre) THE STAR; Monday September 11, 2006 2007 service rebranding –  Streamlined all numbers into ONE UNIVERSAL ACCESS  NUMBER 999 Call management system  ◦ Professional Emergency Operators (Telekom Malaysia) ◦ Professional Emergency Dispatcher 1st Level Caller 10s TM 999 10s Call Mx Call Centre 10s Medical Call Centre 1Min Call Mx 26 Response Time 30 Mins Call Centre 5 Min Middle Level Health Clinics Ambulance District Hosp NGOs Ambulance Ambulance (One Line) PreHospital Care Incident Site Developed as part of MERS 999 system  Regionalization  ◦ Medical Emergency Call Management System ◦ Emergency Ambulance Services Coordination 26 centers in Malaysia  ◦ Emergency Physician as Medical Director ◦ Communications hub for multi-agency ambulance network K R O W T L E K N H E C C C N E M A L U B M A Static base system  ◦ Hospital-based ◦ HQ based system Hospital based providers  ◦ Ministry of Health or University Hospitals ◦ Intermediate Care to Advanced Care Civil Defence and NGO  ◦ Basic Life Support First Responders Emergency Call Management  ◦ 100% call answered within 10 secs/4 Rings ◦ 0 drop calls Ambulance Dispatch Network  ◦ 90 seconds ambulance dispatch time for ECHO response ◦ 90% of scramble time within 5 minutes Ambulance Response Standards  ◦ 95% of Ambulance Response to incident site within 30 mins within the 5 km distance from the Responding Hospital or Base Station.