EMS Dispatch Software, a Mobile CAD in the Cloud
Smart and Powerful Dispatch Software
AngelTrack is smart and powerful EMS dispatch software, in addition to everything else it is. It cuts workload, prevents mistakes, makes predictions, and delivers all necessary information right to the crews’ mobile devices.
All Services and Vehicles
AngelTrack supports all of the services you might offer: BLS transports, ALS transports, MICU transports, wheelchair transports, car service, on-scene labs, and telemedicine consults.
It supports on-scene well-person checks and IV starts, with or without transport. It can even be used to book internal company errands and deliveries, providing driving directions and guidance to the driver.
All manner of vehicles are supported, each with any number of passengers: ambulances, wheelchair vans, fly cars, evacuation buses, boats, helicopters… simply specify each vehicle’s full-tank range and patient capacity, and let AngelTrack figure out the rest.
All Three Dispatch Models
All three dispatch models are natively supported, and your dispatchers can switch between them as they see fit:
- Preassignment: assign the full day’s call schedule to crew units in the morning
- Next-up: when the time comes to run a call, assign it to the next available crew unit
- Hybrid: preassign widely-spaced calls, and use next-up during busy periods
If your organization uses preassignment, then crews can see their whole day’s assigned work right on their mobile devices. AngelTrack shows them patient names, origins, destinations, and pickup times, including map links in case they need driving directions.
Built-in EMD Card Deck
A complete EMD card deck is built right in, ready to be summoned with a mouse-click, quick and easy to use. You no longer need to purchase EMD flip cards for every dispatcher’s desk.
AngelTrack’s card set is preloaded with standard* content, and is fully editable. You can add, change, and remove information from each section (“Key Questions”, “Dispatch ALS”, “Dispatch BLS”, “Prearrival Instructions”, and “Prompts”) of each card, in order to precisely meet the needs and regulations in your district.
*Official EMD Guidecards, State of New Jersey, Office of Emergency Telecommunications Services, version 01/2012
Greatly Reduced Workload
Using AngelTrack, a dispatcher can complete a round-trip call record within the space of the phone conversation. AngelTrack makes this possible by offering all of this information to the dispatcher during booking:
- Known origins and destinations, with addresses, floor/room numbers, and phone numbers
- Visual map of the origin, the destination, and the proposed route
- Expected cost of the trip, based on service level and mileage
- Known patients, with demographic information, resident facility, room number, and warnings
- Prior authorization requirements (if any), accounting for the selected patient’s current authorizations
- Patient’s entire call history, for the many times that dispatchers are told “I don’t know, same place he went last month” and expected to dig up the rest
- Patient’s upcoming bookings
- Patient’s usual service level (wheelchair or stretcher)
- Warnings previously recorded for the patient
All of that information is immediately available, so that the dispatcher and the caller can fully resolve issues and conflicts within the space of a 60-second phone call. Once you switch to AngelTrack, your customers will begin to praise your dispatchers for being so quick.
After booking, one additional mouseclick assigns the call to an eligible unit. And never again can a call be assigned to the wrong unit. AngelTrack tracks all vehicle and crew certifications, making it impossible to assign a call to an unqualified or illegal unit.
Because AngelTrack knows the certificates and licenses held by all crew members and vehicles, it insures that calls are assigned only to those crews and vehicles that can handle them. At any time a dispatcher can override these guardrails, but it will always be in full knowledge of what qualifications the call requires versus what qualifications the crew possesses.
The two legs of each round-trip are managed together, so that a change to the outbound trip is applied equally to the return trip. Never again will someone forget to book a return trip, or forget to update a return trip’s pickup time. And AngelTrack cross-checks the activation, pickup, and dropoff times between the two legs to make sure they make sense.
AngelTrack also makes suggestions about crew assignments, based on the location of crews versus the location of the pickup. Dispatchers no longer need to perform as much mentally taxing geographic visualization in order to decide which crew is closest.
Critical patient information — including DNR status, bariatric needs, and oxygen requirement — are automatically propagated to the associated dispatch records, and to the crews. And bariatric requirements are checked against vehicle capabilities during dispatch assignment, so that there are no surprises on-scene.
Less Radio Traffic
Crews have access to all of the information they might need, right on their iPads or tablets or smartphones; they no longer need to call dispatch for patient information and directions. AngelTrack uses whatever GPS and traffic mapping capability is available in the crews’ mobile devices, to show them how to get to their next location.
Crews can view their patient’s whole history, while enroute to a pickup. Special patient warnings, including bariatric and DNR information, are highlighted so that there are no surprises and no need to call back to dispatch. AngelTrack even shows crews the telephone number and the door access code of the pickup location, likewise for the dropoff point.
As a result, crews hardly need to talk to Dispatch at all. The entire crew/dispatch conversation is reduced to just this:
- Dispatch: “Unit 5, you have a 10:15 pickup at Golden Acres, call is on your iPad.”
- Unit 5: “Roger that.”
- …and then later…
- Unit 5: “Unit 5 is clear of call and back in service.”
- Dispatch: “Roger that unit 5, return to station.”
Automatic Recurring Calls
For your patients who have regular recurring appointments, AngelTrack automatically reschedules them on any interval you choose. For example, your dialysis patients can have a recurring appointment every Monday, Wednesday, and Friday… with zero effort from your dispatchers. Similarly, a patient going for ten consecutive weekdays of chemotherapy can be automatically scheduled, again with zero dispatcher effort.
Temporary time changes, and occasional cancellations, are trivially easy to arrange… as are the occasional diversions to an ER.
There is no longer any need for dispatchers to remember their patients’ regular appointments… and no longer any room for mistakes. AngelTrack’s recurrence system uses the same easy-to-use recurrence model as Microsoft Outlook’s calendar, allowing a variety of daily, weekly, and monthly recurrence schedules.
AngelTrack natively supports zone dispatching, in which you divide your service area in half, or thirds, or quarters, or whatever suits you, and then assign each Dispatcher a particular zone. Every one of your Dispatchers is shown only the work originating and terminating in her zone, as well as nearby crew units available.
Zones can be as simple as “everything East of this line”, or as complex as a downtown zone, surrounded by E/W wing zones, surrounded by a NE/NW/SE/SW quadrant of outer zones… whatever you need in order to manage each Dispatcher’s workload. (At night, when it slows down, a single dispatcher can switch to the ‘Global’ zone and control everything.)
It’s not a lot of work either: just draw your zones. AngelTrack automatically looks up street addresses and facilities and figures everything else out for you. You can even change your zones around during the day, or at night, as your stations and posts change… just a few mouse clicks.
Or don’t use zones at all. For small operations controlled by a single dispatcher, you don’t have to fiddle with zones at all.
Unite Several EMS Operations
Zones allow you to unite many small EMS companies, in order to run a single central dispatch office. You can have one dispatcher per zone, or let them eat out of the same kettle; whatever works best.
The enormous payoff of doing this comes later: all your dispatches flow through a single QA system, a single billing system, a single invoicing system, a single incident system. You can run ten small companies in different states as though they were just ten small stations around town.
Full Patient Data and Histories
How often is a dispatcher told “Oh, he’s going back to the same place he went last time, I don’t know the doctor’s name”? Or everyone’s favorite: “I don’t know if he’s wheelchair or stretcher, how does he usually go?”
AngelTrack solves those and related problems by offering full patient information and history right under the dispatcher’s mouse. Past dispatches can be quickly reviewed and duplicated.
Dispatch is Tightly Integrated with Billing
AngelTrack’s dispatch system is intimiately tied to its billing system. This allows dispatchers to perform many billing tasks up front, rather than left to the billers to figure out later. Dispatchers can do all of the following:
- Collect PCS forms in advance (AngelTrack shows which upcoming calls are in need)
- Request PAN filing in advance, and collect copies of the results
- Set bill-to information for each dispatch (software assisted)
- Quote prices when asked (software assisted: both retail and contract prices) and set price quotes to be billed later
- Quote and arrange cash-pay services
This allows your organization to move work from the biller’s desk to the dispatcher’s, where it can be done beforehand when better information is available. The traditional headache of “Wait, isn’t this one billed directly to the facility?” is almost completely automated away.
Maps and Visualizations
AngelTrack displays live maps when dispatchers are booking calls, and also when they are assigning those calls to crew units. Maps make it instantly easy to visualize the route to be travelled, and to warn crews of traffic problems or suggest alternate routes.
The same maps are shown to crews on their mobile devices. They will no longer need to call dispatch for driving directions or traffic advice. AngelTrack will make use of whichever traffic map software is installed in the device.
Seamlessly Roll Calls to Affiliates
Rolling calls to an affiliated EMS company is now easy. Rolled calls behave just like regular calls: dispatchers can preassign them early or assign them on-the-spot, and crew progress is tracked normally. AngelTrack automatically sends an email to the affiliate with all necessary information (pickup times, route, service, and patient), whenever the call is assigned, modified, or unassigned.
You can have as many affiliates as you wish, of all different service levels (wheelchair, BLS, ALS); the affiliated company just needs an email address. AngelTrack then provides its usual guarantee that dispatches are assigned only to units and affiliates that are legally capable of handling them.
And nobody has to do any paperwork or make special arrangements for billing a rolled call: if you do the billing for rolled calls, then those calls will move through AngelTrack’s billing system just like regular calls.
Ask any dispatcher what they hate about their current dispatch software, and they will probably answer: “When it crashes, and we have to use paper for a couple of hours while they call in the IT guy to fix it”. It’s a common complaint among dispatchers because most EMS dispatch software is still in the stone age.
Here in 2015 it is ridiculous to have to buy dedicated server computer, and take care of it forever, just to run a piece of software. Software belongs in the cloud so that you don’t have to buy anything or deal with power failures, crashes, and sabotage.
“Bring Your Own Device”
AngelTrack is cloud software, meaning you can use it anywhere, from any internet-connected computer or mobile device. So dispatchers can sit at their desk as usual, or they can buy an iPad and take their work with them.
With a mobile device, dispatchers can work from a coffee shop, or in their car, or from home, anywhere. Your night dispatcher can do everything from home… without the need for the wacky “remote desktop” arrangements required by old-fashioned software packages.
Use the EMS software cost estimate page to see exactly what it will cost, up front and over time, to take your organization mobile.
Stop flying blind, and start managing your business by the numbers, using AngelTrack’s many analytic reports:
Dispatch runtimes and late pickups
Scheduled vs actual arrival time by facility
Call volume by zone and service level, segmented by any interval:
daily, weekly, biweekly, monthly, quarterly, biquarterly, yearly
Call volume day/night split, by service level (shows need for night shifts)
Call volume by day and hour (predicts number of units needed at various times of day)
Call volume heatmap, by zone, service level, and date range
Crew utilization rate (graphically shows crew member time free versus time assigned to calls)
Call volume heatmaps (used to identify optimal posting locations)
Facility booking behavior (day-of and last-minute bookings)
Transport statistics by facility
Mileage efficiency (transport miles versus total miles) by vehicle
Crew speed / TOT / average transport MPH
Scramble time by zone/facility, service level, and date range
Pickup delays by facility, service level, and date range
Crew time on-scene vs company average / time at-destination vs company average
Late to Destination Analysis
…in addition to the many other metrics available to other departments.
Dispatcher Efficiency Metrics
AngelTrack analyzes the call assignments that your dispatchers make, judging them on the following metrics:
- Average mileage from the previous dropoff to the next pickup
- How often overlaps and double-loads are exploited to reduce slack mileage
- Average mileage saved by double-loading
- Rate of late pickups / dropoffs
With these metrics, you have the tools to quantify the skill levels of your dispatchers. The metrics are available even for days when multiple dispatchers are working together. Use the metrics to award or deny raises, to create bonus plans, and to decide who needs additional mentorship.
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