Factors Supporting the Success of Emergency Severity Index Triage at Dispatch Center

Abstract

The objective of the research was to study the factors supporting the success of ESI triage at Dispatch Center. The qualitative case studies methodology was employed in some selected successful Dispatch Centers, including Pathum Thani and Songkhla dispatch centers. The data were collected from stakeholders by conducting in-depth interviews and focus group discussions with 10 participants per site. Content analysis was then applied to analyze the data. The results revealed that necessary input factors for the success of ESI triage at Dispatch Center included clear policy, available action plan, staff, and incentive system. Appropriate processes should be identified such as the operational procedure of operators, the operation in line with the protocol, and the internal evaluation system. Therefore, National Institute for Emergency Medicine should set the standard criteria for Emergency Severity Index (ESI). The criteria should be standardized to be used for ESI Triage at all dispatch centers and emergency departments. The qualification of Emergency Medical Call Taker (EMCT) should be identified in accordance with new emergency disease groups. Incentive and internal evaluation systems should also be developed to improve the quality of the staff at the dispatch centers.