Evaluating the effectiveness of notification sorting protocols in the Saudi Red Crescent Authority's call centers and their impact on response time efficiency

Abstract

This study aims to evaluate the effectiveness of the triage protocols in the Saudi Red Crescent Authority's call centers and their impact on the efficiency of response time to emergency incidents. The study relied on the descriptive analytical approach in order to provide a comprehensive understanding of the role of these protocols in improving response mechanisms. The questionnaire tool was used to collect data from a sample of (200) individuals working in call centers. The statistical analysis included descriptive statistics (mean, median, and standard deviation) to study the trends of the sample members’ responses, in addition to inferential tests such as the T-test and the one-way analysis of variance (ANOVA) to examine differences according to demographic variables. The results showed that triage protocols significantly contribute to accurate case classification, reduced errors, and improved response time efficiency. There were also statistically significant differences in the perception of the effectiveness of these protocols according to the variables of gender and age. The study concludes that continuous staff training and periodic updating of triage protocols, taking into account demographic differences, are essential factors for improving the efficiency of emergency response services. The results underscore the importance of enhancing the operational performance of the Saudi Red Crescent Authority to ensure rapid and quality intervention in managing emergency reports and incidents.