The epicenter of our communications is our call center which has multiple information systems that allow us to monitor the activities of every vehicle in our fleet, ensuring the most appropriate vehicle is dispatched to every call. These systems also allow us to monitor our response times, punctuality, and the performance and utilization of our vehicles as part of our quality improvement process. Our phone system is designed to interface directly with our computers which allow us to begin the call intake process as soon as the caller id information has been displayed. Gathering only the necessary information, we are able to complete the transaction in less than 60 seconds, this translates into time savings for the discharge planners and call schedulers without compromising the quality.
Our in-depth reporting system is an integral part of Royal’s call center. Having the ability to capture all necessary information in a single database allows us to compile a variety of customized, pre-schedule or ad-hoc reports. Internally, we analyze multiple reports in a consistent manner, enabling us to swiftly adjust to customer’s utilization patterns. For decision makers, these reports provide an accurate and comprehensive snapshot of operational activity by department, type of transport and, most importantly, relative costs, making it easy to see a return on investment and measurable accountability.
Royal Ambulance also maintains a network of non-emergency transportation partners. This network increases our reliability and expands the services and service areas offered to our customers. From Wheelchair Van Services to Critical Care Air Ambulance, we arrange the most appropriate type of transportation at the time of need. This creates a considerable time savings for our customers, as it provides a single point of contact to arrange multiple levels of transportation for the patients.
Recognizing the healthcare industry’s increasing need for bed availability, Royal has developed a program to help improve hospital flow while focusing on patient satisfaction. Royal Ambulance offers an in-house transportation coordination service, resulting in time-savings for case managers and care coordinators. This position assists hospital employees in arranging transportation for any level of service from taxi to air medical transportation. Transport coordinators will also assist with pre-authorization for various healthcare plans, necessary paperwork gathering and submission for transportation services billing. Our transport coordinator will have access to Royal Ambulance’s computer aided dispatch and scheduling systems, and utilize a single hospital extension, answering the call as Hospitals Transportation Department.
Copyright © 2011 Royal Ambulance. All rights reserved.
