Digitalisation in the care sector is increasingly changing the day-to-day work of care staff, patients and relatives. PF IT Consult GmbH has developed an innovative solution for emergency call management in the form of the HITS home emergency call centre, which makes the handling of emergency calls more efficient and secure. In this case study on the HITS home emergency call centre, we present the successful implementation in a care facility and show the positive effects on day-to-day care.

The initial situation: Challenges in emergency call management

The care facility looks after over 150 patients in areas such as outpatient care, short-term care and dementia residential communities. Numerous emergency calls have to be handled every day, which places great demands on the nursing staff. Before the introduction of the HITS home emergency call centre, however, the staff faced several challenges:

• Time lost due to manual processes: Emergency calls were logged manually, which led to delays and errors.
• Lack of integration of the systems: The systems used were not networked, which made it difficult to exchange information.
• Insufficient transparency: Nursing staff had no direct access to important patient data in emergency situations.
• Confusing alarms: Complex alarm systems led to many technical alarms that were difficult to manage.
• No mobile solution: The lack of a mobile solution made it difficult for carers to work flexibly and efficiently.

These challenges increased the stress of nursing staff and impaired the quality of patient care.

How the HITS home emergency call D-centre optimises emergency call management

With the implementation of the HITS home emergency call D-centre, the care facility opted for an intelligent emergency call management platform that is specially tailored to the needs of everyday care. The implementation took place in several steps:

• Needs analysis and planning: Together with PF IT Consult GmbH, the specific requirements of the facility were analysed and a customised plan was drawn up.
• Integration of existing systems: The HITS home emergency call centre was seamlessly linked with the facility’s existing systems.
• Staff training: Nursing and administrative staff received comprehensive training to enable them to use the new solution effectively.
• Test phase and optimisation: The solution was intensively tested and adapted to the requirements of the facility.

Positive effects of modern emergency call management on day-to-day care

The HITS home emergency call centre offers a wide range of benefits that sustainably improve everyday care:

• Efficient emergency call forwarding: Emergency calls are immediately forwarded to smartphones or centralised stations so that care staff are always informed and able to act.
• Flexible application options: The solution can be used flexibly in various areas such as care homes, assisted living facilities or in the home environment.
• Greater safety for carers: the staff emergency call enables immediate assistance, especially during night shifts or when working alone.
• Time saving: The automation of processes such as documentation and alarm forwarding significantly reduces the administrative workload.
• Improved communication: By integrating the systems, carers can directly access the relevant patient data.
• Increased patient safety: Intelligent analysis of vital data enables early detection of emergencies.