The management of the Capital Region of Denmark’s Emergency Preparedness has known about problems with 112 calls to the emergency center, which do not go through, for a minimum of two and a half years.
It shows several access to documents, leaked internal emails and testimonies from employees that Berlingske has reviewed.
The newspaper was able to report on Friday that the capital’s call center has had problems with so – called missed calls for a long time. A missed call covers the fact that citizens do not receive immediate help from a health professional at the region’s emergency center due to queues.
The problem arises when a call has to be forwarded from Hovedstadens Beredskab to the region’s 112 emergency center, so that an ambulance can be sent to the place in question. It is in this call forwarding that the calls are lost due to queue on the line.
Now Berlingske writes that the emergency management’s top management has been familiar with the problem for a long time. And that one has not managed to solve that.
Already last summer, problems with missed calls were described in detail at a board meeting between the Emergency Preparedness in the Capital Region and the Capital Emergency Management Agency.
According to Berlingske, the minutes of the meeting from 25 June 2020 state the calls that do not come through:
– For the last 18 months there has been an issue regarding “lost” critical calls.
It “is about 600 calls a year”, the minutes continue.
It also states that “the challenge most recently resulted in” that “an acute critical inquiry” about a person who was trapped under a train only became known to the duty center three minutes later, when no contact had been established, the newspaper writes.
Presented Berlingske’s new information that the problem of missed calls has been going on for several years, writes the Capital Region of Denmark’s Emergency Preparedness to the newspaper:
– As I said, timeout calls (missed calls, ed.) Have always existed and are a basic condition, which of course must be prevented as best as possible.
– The emergency services have an ambition to answer all calls as soon as possible and within five seconds and have a strong focus on it. The management is of course aware of calls that have not been answered before the timeout, reads a response from the emergency services’ management.
On Friday, the Capital Region of Denmark ordered a study of the call problems.
Source: The Nordic Page