Netcare 911 24 Hr Emergency Operations Centre

Netcare 911 leads the way in technology development with regards to emergency call taking and dispatching emergency resources in South Africa. Operating from Midrand, Johannesburg, the Netcare 911 24 hour Emergency Operations Centre has 50 seats and acts as the central liaison point for the management of all emergency situations.

One of the most advanced Emergency Contact Centres in the southern hemisphere; this nerve centre utilizes the skills of trained Emergency Call Agents and Resource Coordinators to manage any pre-hospital emergency and Inter-Facility transfers.

Registered Nurses and Paramedics further enhance the service offering by using international triage (prioritizing) systems and custom-built South African systems to assess life-threatening; non-life-threatening and inter-facility calls.

Satellite tracking of all Emergency Vehicles in the fleet is integrated into mapping systems and a custom built Integrated Call Taking (ICT) and Integrated Dispatch System (IDS), which ensures the closest and most appropriate response to every emergency call received. Computer Telephony Integration further enhances the service offering to Netcare 911 clients by enabling demographic and contact information to be on hand in the event of an emergency call received from a client pre-loaded on our database.

Investment in IT development and infrastructure, enables Netcare 911 to provide accurate measurement and reporting of actual response times to an emergency - from the time a call is answered in the 24 Hour Emergency Operations Centre, to the time the appropriate resources arrive on scene.

A custom-built Disaster Recovery Centre ensures business continuity and service delivery.
Digital voice recording of all telephone lines ensures an accurate audit of events and allows for pro-active quality assurance and clinical governance.