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Table 2 General characteristics, activity and process measures of each centre from 1 July 2016 to 30 June 2017

From: Variation in accessibility of the population to an Emergency Medical Communication Centre: a multicentre observational study

  Overall Centre 1 Centre 2 Centre 3 Centre 4 Centre 5 Centre 6
Incoming calls 2,544,254 431,676 532,518 422,710 521,807 380,930 254,613
Population size 8,910,900 1,413,300 2,168,500 1,601,100 1,646,100 1,401,200 680,200
Area covered   Mixed Urban Urban Urban Mixed Mixed
EMCC calls handled rate(per 1000 inhabitants; 95% CI) 285.5 [285.2–285.8] 305.4 [304.7–306.2] 245.6 [245.0–246.1] 263.9 [263.2–264.6] 317.0 [316.3–317.7] 271.9 [271.1–272.6] 374.3 [373.2–375.5]
Connected call takers 4.9 ± 1.5 4.7 ± 1.7 4.7 ± 1.1 4.7 ± 0.9 5.4 ± 1 3.9 ± 1.1 6 ± 1.7
Incoming calls per hour 48.4 ± 27 49.3 ± 24.3 61.0 ± 33.5 48.4 ± 23.3 59.8 ± 25.8 43.6 ± 19.9 29.1 ± 18.8
Handled calls per hour 43.3 ± 21.7 48.2 ± 23.2 45.6 ± 20.8 45.2 ± 21 53.6 ± 21.4 39.5 ± 16.9 28.4 ± 17.5
Average call duration (sec) 75.5 ± 32.0 101.7 ± 19.4 70.7 ± 12.6 52.5 ± 10.2 50.9 ± 7.9 52.6 ± 9.4 124.5 ± 24.3
Calls per operator 10.1 ± 6.0 10.6 ± 4.2 12.7 ± 6.8 10.3 ± 4.8 11 ± 4.5 11.4 ± 8 4.7 ± 2.2
Calls handled rate 90% 98% 75% 94% 90% 91% 98%
Calls answered within 20 s (QS20) 62.5 ± 24.4 84.2 ± 16 36.3 ± 17.1 74 ± 16.4 47.1 ± 15.2 52.8 ± 17.4 80.7 ± 16.7
Occupation rate (%) 33.8 ± 13.9 29.6 ± 12.2 40.8 ± 14.7 29.2 ± 11.7 34.4 ± 13.8 34.4 ± 13.7 34.3 ± 13.5