Using process simulation to support decision makers at the AMK Oamp;A call center in analyzing and improving organizational performance and thus reducing prehospital response time

摘要

The work with this master thesis has been highly interesting and highly challenging. The fact that we have six kids altogether, including newborn triplets, has tested our personal capacities to a great extent. The thesis has been written in many different places, at irregular hours, with many extra little helpers and tons of goodwill and help from family and friends. Without all you guys this project would never have been possible. However, we have really enjoyed the theme and the importance of the topic and hopefully the content of the thesis will have influence on and inspire people who want to utilize the powerful possibilities computer simulation might have to offer managers and decision maker in the health care sector in Norway. It has especially been interesting to observe the operations at the call center at Ullevål, and the supporting attitude we met from all the paramedics, nurses and managers. We would like to give special thanks to Tore Karl Saupstad, Anne-Lene Finsrud and Andreas Hansen for all the help and information provided of the important parts of the call center operations. We would also like to thank them for their honest feedback about all the challenges AMK is facing. We have also appreciated the feedback and ideas from John-Martin Dervå and our supervisor Atle Nordli. Lastly, we need to tell our beloved ones (Line and Tore) how much we have appreciated their patience, love and support that made it possible for two mums to finish a master thesis, and hopefully landed it with style…