Assessing Efficiency in a Static-Based 9-1-1 Ambulance Service: An Analysis of Operational Performance Metrics.

ABSTRACT

OBJECTIVES: This study sought to evaluate performance indicators to assist a static-based 9-1-1 agency in defining its response efficiency. METHODS: Initial assessment of three metrics-unit hour utilization (UHU), fractile response intervals, and level 0 frequency (occurrence when no ambulances are available to respond)-suggested the agency's response over its four coverage zones was inefficient, so an operational change was implemented an ambulance was relocated from one service area to another to improve the overall response productivity. A 2-year retrospective analysis was performed to determine the impact ambulance relocation had on the three targeted measurements. RESULTS: The operational change resulted in a statistically significant change in unit hour utilization, a non-significant increase in fractile response intervals, and a statistically significant reduction in level 0 frequency from pre- to post-operational change times. CONCLUSIONS: These findings suggest a way to evaluate the efficiency of static-based ambulance deployment and potentially identify strategies for redeployment.