dans les coulisses de la plateforme de régulation des appels du centre 15
The Civil Protection teams remain on site until 10 p.m. After this time, people who continue to show up spontaneously are greeted by a security guard. An intercom system makes it possible to obtain a regulating doctor or a nurse depending on the seriousness of the situation.
Calls from 15 in Gironde
Plunged into darkness, the medical regulation platform of center 15 is listening. Twenty people are on deck. The room is divided into poles. In a corner, medical regulation assistants (ARM) take all incoming calls from 15 from Gironde. In Talence, a person had vagal discomfort. A witness has just given the alert. On the right bank, a woman complains that her heart has been racing… for a month. Elsewhere, a Smur vehicle is on call to rescue a patient with a chest problem. Another assistant picks up and answers her interlocutor in English. “Each ARM will take the address, the name of the patient and fill in the reason for the call on their screen. Its role: to identify the distress and direct immediately to the other poles”, summarizes Jean-Michel Dindart, hospital practitioner and deputy manager of SAMU 33.
Powerful software
Concretely, liberal doctors contribute to the regulation received part of the files. When a vital emergency is detected, calls are forwarded to hospital doctors who decide to send a helicopter, a mobile unit from the Smur de Bordeaux, an ambulance, to request a doctor on call, etc. Another center will ensure the management of resources and the reception of radio reports. Installed since September 2021, the new software used offers valuable features. Geolocation of calls, video links, databases, “it’s a Rolls-Royce”, assures Doctor Jean-Michel Dindart.