Diagram of emergency situations

Mike Mandl Praises the Call Center

Diagram of emergency situationsOn October 1, 2013, Emory University Healthcare adopted a new Unified Emergency Code for all standardized codes. The new codes represent uniformity among emergency code systems utilized.

Adopting code uniformity enables the numerous Emory staff and physicians who work across multiple facilities to respond appropriately to specific emergencies, enhancing our safety practices as well as the safety of our patients and visitors. The Unified Code committee reviewed the standard hospital and clinical emergency code processes and procedures to ensure the definition and protocol was the same regardless of the facility.

The Call Center was instrumental in the process since the code names and in some cases the protocol was changing. Not only did we have to retrain the entire call center staff, but we were required to correct any inaccurate codes dispatched into our office.

Special thanks go out to Nicole Chandler, Rose EtienneMary Secrest and the entire call center staff for helping make this transition a successful one.

On average the call center processes 650 codes per month in addition to normal call volume of 115,000.

In a letter from Executive Vice President Mike Mandl, he praised the staff, saying, “I write to express our appreciation to you for working so effectively to develop a unified approach to emergency codes across Emory Healthcare.” Mandl went on to write, “We want to especially recognize the way in which you demonstrated solution-oriented teamwork toward a common goal while representing multiple facilities.”


Comments

One response to “Mike Mandl Praises the Call Center”

  1. Susanne Pickering Avatar
    Susanne Pickering

    Hello, I’m interested in how the Unified Emergency Codes on the card were developed. Are these nationally recognized codes. I found a link on the web for the Hospital Association of Southern California codes, which are very similar but not identical, i.e., Code Gray, to those used by Emory Healthcare. Thank you.

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