Optimizing Resources Involved in the Reception of an Emergency Call

  • P. Guaracao
  • D. Barrera
  • N. Velasco
  • C. A. Amaya
Conference paper


One of the most important performance criteria in the management of medical emergencies is response time, the time between the moment an incident is reported and the arrival of an ambulance. The physical well-being of the patient depends on when prehospital care is started. The mission of Bogotá’s Center of Emergency Management (Centro Regulador de Urgencias y Emergencias, CRUE), over the next few years is to reduce median response times by 5 min. This work contributes to the achievement of this goal through study of the system to identify critical aspects and the evaluation of resources available to receive emergency calls by using discrete events simulation. The model considers the dynamics of the system from Monday to Thursday, inclusive. The analysis of the remaining days of the week is left for future work. Through a new configuration in the call center and use of resources other than ambulances in the process, a 45% reduction in response time for 90% of cases is achieved.


Response Time Service Time Call Center Night Shift Emergency Call 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.



The authors want to thank Manuel Villamizar M.D., Consuelo Castillo M.D. and the CRUE administration for their unconditional support for this study.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2012

Authors and Affiliations

  • P. Guaracao
    • 1
  • D. Barrera
    • 1
  • N. Velasco
    • 1
  • C. A. Amaya
    • 1
  1. 1.Department of Industrial EngineeringUniversidad de Los AndesBogotáColombia

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