Many years ago, Thiago Santos was forced to leave his job after fracturing two vertebrae in a car accident. He spent nine months in a hospital bed and has never regained full movement. Today, he is the supervisor of ambulance dispatch at SAMU (Emergency Mobile Service) in São Paulo, Brazil, and “can make a difference in someone’s life,” as he has proudly mentioned.
In 2009, SAMU went through a phase of restructuring that included the gradual hiring of people with disabilities. In addition, SISGRAPH, a Hexagon brand and Intergraph’s Brazilian software and services provider, implemented a large, comprehensive system to manage its Operation Center. Under this system, SAMU’s phone support team transfers calls to a medical regulation unit that analyzes calls to decide patient needs, dispatches the most appropriate mobile care resource, directs patients to alternative resources, or offers advice over the phone.
With a population of 11 million people, São Paulo is the biggest city in Latin America, and SAMU is the largest and most modern mobile service for emergency care in the region. The service has a staff of 163 call-takers that answer 8,000 calls daily, sending response to about 1,500 patients. Additionally, the fleet of 120 ambulances is now able to reach destinations within 10 minutes using the new emergency response system. Before the system was implemented, the average was 35 minutes.
In June, SAMU became the first mobile urgency and emergency service in Latin America to be named an Accredited Center of Excellence (ACE) by the International Academies of Emergency Dispatch. Nearly 250 invited guests, including secretaries and the mayor of São Paulo city, attended an event organized by SISGRAPH and Hexagon to present this award to SAMU. During his speech, SAMU director Colonel Wilke said that “nothing is more important than the ability to save lives.” SISGRAPH, Intergraph and Hexagon are proud to partner with SAMU to achieve this every day.
President, Hexagon South America & Asia/Pacific