Synopsis

The telecommunications team consists of hospital operators and leadership at two of Orlando Health’s hospitals and a corporate call center that supports ORMC, Orlando Health Arnold Palmer Hospital for Children and Orlando Health Winnie Palmer Hospital for Women & Babies.  On a typical day, the corporate call center receives more than 3,100 calls and an average of 20 codes such as Code Blues, Code Reds, Traumas and other emergency codes hospital operators regularly handle. The center is staffed with an average of 6 operators during peak times and staffing is optimized to match the normal call volumes based on the time and days. During the Pulse incident, our operators experienced a much higher call volume not only during the actual event but in the days that followed.