Quality indicators of a Mobile Emergency Care Service

Abstract Objective To analyze the quality indicators of a Mobile Emergency Care Service (Serviço de Atendimento Móvel de Urgência -SAMU) regarding clinical and traumatic calls. Methods This is an analytical study carried out in a SAMU in Paraná that serves 21 municipalities. Collection took place in 13,326 First Responder Service Reports (FRSRs), referring to 2019 and 2020, based on Donabedian’s triad: structure (FRSRs, number of mobile resources and staffing), process (number of calls, overall number of occurrences, reasons for calls for service, departure rate of mobile resources and location of service) and outcome (response time and outcome of service - death), associated by Pearson’s chi-square test. Results The association demonstrated significance for the indicators of sex, age group and year of service. The FRSR indicator showed incomplete data (35.5%), the number of mobile resources totaled 16 Basic Support Units (BSUs) and four Advanced Support Units, higher than that recommended by the Ministry of Health, but with mechanical failures (36). Staffing sizing identified low turnover, as professionals were statutory (92.3%). The mean call rate was 168.2 per thousand inhabitants; of these, 70.67% culminated in the dispatch of a mobile resource for clinical reasons (86.3%) assisted by BSUs (78.9%). The mean response time was 58.7 minutes, and the outcome showed a higher number of deaths in Pole B (83.2%) due to limited access to the service. Conclusion The analysis indicates the need to review the organizational system to reduce response time and improve access to the service.