Awareness

Sophisticated systems allow the ER24 Contact Centre teams to capture the details needed to coordinate the best possible care for patients.

When accidents happen, you want the best emergency medical services on your side.

First point of contact

When you call ER24, an Emergency Resource Officer (ERO) is your first point of contact. EROs have a Basic Life Support qualification and receive extra training in handling calls.

They are prepared to assist with emergencies at home, accident scenes, and arranging transfers between medical facilities. To help them assist you quickly, be ready to provide your age, gender, location, and details about the injury or medical issue.

“We want to get you the right medical help as quickly as possible, so it helps if you remain calm and focused when sharing the necessary details,” says Sonja Tonkin, Clinical Co-ordinator for ER24 Contact Centre.

“Speak calmly and clearly, explaining in detail what you see. For instance, is the person breathing? Is the patient awake? Is the accident scene safe to approach?” Try to provide your exact location, as an unclear address can waste valuable time while the ER24 team tries to locate you.

Smart system

The ER24 Contact Centre uses advanced tools like dispatching software, mapping technology, and medical databases. An ERO’s questions are guided by a smart system. For example, if someone has chest pains, they might ask if the person has a history of heart problems or smokes. If the patient is pregnant, they’ll ask if it could be premature labour.

You need to answer as accurately as you can, as this helps the ERO triage the situation. If necessary, they can guide you on what to do before help arrives, such as how to perform CPR or make the patient comfortable.

Appropriate medical care

The ER24 Support Resource Officer, also known as the dispatcher, decides which resources are needed. Depending on the situation, they will send either a response vehicle or an ambulance with paramedics trained in Intermediate or Advanced Life Support.

If needed, ER24 will also contact the South African Police Services (SAPS) or the fire brigade. Motor vehicle accidents, pedestrian accidents, building fires, assaults, gender-based violence, and domestic disputes often require their help.

EROs are also trained to assist with facility transfers. This means moving a patient from a hospital to a rehabilitation centre, or from one hospital to another for specialised care, a specific surgeon, or advanced treatment. 

Quality and expertise

ER24’s advanced Contact Centre has a fully equipped training and quality assurance team. This team includes specialists in different areas, such as registered nurses, clinical coordinators, and transfer agents, who are available to provide training and expertise as needed.

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