If you call the 112 call center, you can not be sure that your call will be forwarded to the region call center immediately.
According to Berlingske, which for three months has had employees at the Capital Region of Denmark’s 112 emergency center collect documentation about missed calls, the figures show that thousands of calls are lost.
Figures for 29 days in the last three months show that there were at least 2482 missed calls.
In the first week of September alone, there were a minimum of 600 missed calls, Berlingske writes.
Missed calls mean that you do not go directly to a healthcare professional. Initially, the call goes to Hovedstadens Beredskab, which must assess whether there is a need for police, fire brigade or ambulance.
In the latter case, it is necessary to forward to the region’s 112 call center, and it is in this call forwarding that the missed calls occur due to queue on the line to the region’s 112 call center.
If it is not possible to get in touch within 22 seconds, the call counts for lost, Berlingske writes. The many missed calls are due to the fact that there are not enough employees to answer all calls.
Lone Lundberg resigned in June this year after ten years at the emergency center. She could not vouch for what was going on.
– There is nothing odious about having a telephone queue in a call center, but this is a contingency. It is life and death. The missed calls can, in the worst case, mean that we do not have time to save the citizen in time. I can not vouch for that. It gave stomach ache, she says to Berlingske.
As a rule, an ambulance must be sent with an emergency call from the region’s 112 emergency center if a call is lost.
But according to employees that Berlingske has spoken to, there are not enough ambulances for all missed calls on busy days. Most serious, according to the employees, is that the telephone first aid is delayed.
According to the duty center manager Preben Hansen, the lost calls must be seen in the light of the fact that society has reopened after the corona. He also states that the missed calls are now called timeout calls, as it is a more accurate term.
Asked whether the management has done enough to solve the problem, Preben Hansen answers:
– I have a hard time seeing what we should have done further. I think it is deeply regrettable that we have ended up in this situation. I can not procure enough qualified employees, says the duty center manager to Berlingske.
He says that they have brought home employees who worked on both 1813 and 112, so they do not work on 1813.
Source: The Nordic Page