Operators well trained
I refer to Charu Ramesh's letter headlined, 'Language issue an emergency' (South China Morning Post, November 6).
Our investigations revealed that at 5.29 pm, on October 3, when Ms Ramesh's call for an ambulance was being answered by the operator, the ambient noise at the console was high. Being disturbed by the background noise momentarily, the operator could not immediately recognise the words 'Conduit Road'.
In order to avoid any misunderstanding, the operator asked Ms Ramesh to spell out the name of the road. However, the operator had difficulty hearing the last letter 't'. She was endeavouring to ascertain the correct address, so that she could send the ambulance that would be able to respond as quickly as possible. This is a standard procedure for our operators in taking emergency calls.
All operators at the Fire Services Communication Centre get initial training in mobilising/communication skills and topographic knowledge. They also undergo intensive on-the-job training under the guidance of instructors. Only those who are competent get the job of operator. We also provide refresher courses at regular intervals.
I share your correspondent's concerns. However, this was an isolated case. We handle about 1,500 calls requiring the emergency ambulance service every day. In more than 92.5 per cent of the cases, ambulancemen are able to arrive at the relevant address within 12 minutes.
Staff at various levels get regular training, to ensure that we are providing an efficient service to the community.
We have already written to Ms Ramesh and informed her of the results of our investigation.
CHRISTOPHER YIP for Director of Fire Services
