Abstract:

The abusive calls subdivision of the non-emergency calls made to the 112 emergency system represent a concern for the administrators of other such services worldwide, since they generate suboptimal use or even waste of resources. Preventing this scenario requires countermeasures to limit the impact of such calls on the operational performance of handling genuine emergency cases.

In this article, we intend to formulate recommendations for improving the operational performance of the 112 emergency system in Romania.

To this purpose, we have conducted a study focused on the abusive calls generated specifically by adults. Since the abusive calls generated by children show different patterns, they were thus excluded from the present study. For comparison purposes, we nevertheless kept some statistics pertaining to the latter as well. Our study solely included aspects of quantitative analysis, while those arising from qualitative methods will form the subject of a separate article.

The results of the present study led to the formulation of a number of conclusions and recommendations forwarded to the 112 administrator, concerning the best approach for achieving further improvements and reductions in this category of non-substantiated calls to the emergency service.