Supported and developed, in the greatest secrecy for two years by a former regulatory assistant of the SAMU, a researcher specializing in voice recognition and a specialist in WFM (work force management), the Pallia project aims to improve the handling of emergency calls , in the medical field in particular. Many lawyers are interested in this subject and in the project, since the complaints filed against the Samu and the CHU very rarely lead to convictions.
Combining the use of a callbot, the know-how in flow planning and the analysis of prosody in conversations, Pallia allows emergency calls to be processed faster and with fewer errors. The first experiments carried out show that Pallia commits fewer processing errors, or is less prone to operational dysfunctions than the Samu.
“The results of our experiments and benchmarks show that Pallia could perfectly help the Samu, as well as other emergency services such as firefighters or elevator operators for example, because of its industrial capacity to escalate to an available regulatory doctor. and logged in “, commented FB, one of the statisticians who compiled the results of the study.
Pallia’s reliability test was conducted in real conditions, comparing Pallia’s performance to that of emergency services on a sample of more than 2,450 calls recorded and analyzed. The drop-out speed, the analysis of the conversation in natural language and the relevance of the decisions taken and suggested by the software were compared to what actually happened in the Samu and Codis (operational processing centers of the Sapeurs-Pompiers ). We note in particular that in many cases the call received and processed at the first level is not transferred to the regulator, or that the latter does not accept it.. “This is an interesting and very useful first observation” said a lawyer specializing in medical liability: “In fact, in many complaints, the investigation shows that the protocols of the public health code, and in particular article R 6315-3, used in emergency medical services and in emergency medicine are not respected. You have to understand why. ”
After declaring their research project, the designers of Pallia were able to access the recordings of the conversations stored on a server. “Before launching the service, we absolutely needed to demonstrate its effectiveness,” says the former assistant regulator. who wishes to remain anonymous. Working for years in different emergency services, then with a specialist on the hotline, I realized two things: some doctors or executives were sometimes struck by a feeling of omnipotence and unwilling to listen to our suggestions. . However, simple principles of priority call management, associated with a basic CRM tool, would make it possible to improve the rapid handling of calls.
The idea germinated a long time ago, but it was by meeting a French researcher, specialist in signal and voice processing, and a friend also passionate about the subject, that we launched the project. We called it Pallia from the name of the card that allows, in the medical world, to quickly circulate information about a patient. I believe that we are going to meet strong opposition from some pundits in this profession, but I also know that former colleagues are shocked that we are not trying everything to improve this problem. With Pallia and the second service that we are testing, we will be able to relieve the emergency services. “
The Samu, some of whom are leaders and doctors of medicine, are very upset against a bill dating from May 12, carried by Fabien Matras, a member of the majority, who wants to create a single emergency call number, 112. (Le 15 “Samu”, the 17th and 18th)
In recent years, or weeks, the 15th has often been criticized for alleged deficiencies, or dysfunctional call handling. as in Corbeil recently. In some cases, like that of Naomi Musenga or Patricia urcel, the families of the patients have lodged a complaint against the CHU or Samu concerned. “These complaints take years to be processed and very often we have to fight to access the recording of conversations, or the chain of processing the call that resulted in the death” indicates a lawyer in charge of one of these cases.
Pallia could therefore compensate for certain shortcomings or objectify remarkable performances. The results of the survey could be consulted by the editorial staff of the magazine En-Contact.
Namely: 8% of problematic calls received and processed at the Samu should be transferred to the regulator. This is not the case.
The final IGAS report number 2018-061R, produced in June 2018, following the death of Naomi Musenga, allowed us to establish some interesting statistics. Out of 80 calls heard by IGAS inspectors: “ coming from individuals, less than a third are not hung up, nearly 40% of them have been sent by the MRAs to a regulatory doctor. For three calls of a proven medical nature, the appeal was not forwarded to a doctor. Of these three calls, two appear particularly problematic. “ (Page 32 of the report)
The quality of call regulation appears to be a recent concern in Samu since 2015 only.
Through the editorial staff of En-Contact
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