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SAMUFLUX : une démarche outillée de diagnostic et d'amélioration à base de doubles numériques : application aux centres d'appels d'urgence de trois SAMU

Abstract : The demand for emergency medical services has been significant and increasing over the last decade. In a constrained medico-economic context, the maintenance of operational capacities represents a strategic strake in front of the risk of congestion and insufficient accessibility for the population. Recent events such as the COVID-19 pandemic show the limits of the current system to face crisis situations. Reinforcement in human resources cannot be the only solution in front of this observation and it becomes unavoidable to build new organizational models while aiming at a quality of service allowing to answer 99% of the incoming calls in less than 60 seconds (90% in 15s and 99% in 30s MARCUS report and HAS recommendation October 2020). However, these models must take into account the great heterogeneity of EMS and their operation. In the light of these findings, the research work presented in this manuscript aims to evaluate the organizational effiectiveness and resilience of EMS in managing the flow of emergency telephone calls to deal with daily life and crisis situations. This evaluation allows us to propose and test new organizational schemes in order to make recommendations adpated to the particularities of emergency call centers. In a first part, we propose a methodology equipped for the diagnosis and improvement of emergency call centers. It can be broken down into two main parts: the study of data from emergency call centers, and then the design and use of a dual digital system. For each step of this methodology, we propose an associated tool. In a second part, we apply the first part of the methodology to our partner EMS data. The aim is to be able to extract information and knowledge from the telephony data as well as from the business processes for handling emergency calls. The knowledge thus extracted makes it possible to design a digital duplicate that is close to the real behavior of the EMS. Finally, in a third part, we use the material produced previously to model and parameterize a digital duplicate deployed on a discrete event simulation engine. It allows us to test several scenarios by playing on different call management organizations. Thanks to this, we make recommendations on the types of organizations to adopt in order to improve the performance of call centers.
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https://tel.archives-ouvertes.fr/tel-03267854
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Submitted on : Tuesday, June 22, 2021 - 4:55:27 PM
Last modification on : Wednesday, April 6, 2022 - 5:14:08 PM
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Eva Petitdemange. SAMUFLUX : une démarche outillée de diagnostic et d'amélioration à base de doubles numériques : application aux centres d'appels d'urgence de trois SAMU. Autre [cs.OH]. Ecole des Mines d'Albi-Carmaux, 2020. Français. ⟨NNT : 2020EMAC0012⟩. ⟨tel-03267854⟩

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