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Case ID Caller’s Phone Number (automatically mapped to the case) Call Start Time Call End Time Total Call Duration (calculated automatically) Call Type: Enquiry Emergency Non-Emergency Ambulance Request Corpse Evacuation Dispatch Time Case Creation Time Time Since Case Was Created (auto-updating counter) Assigned Dispatcher Assigned Medical Team / Ambulance Team (if applicable)
Incident Location Nearest Landmark Security Access Details (if any) Case Status: Open Ongoing Closed
Patient Name Age Gender Blood Group Blood Type Known Underlying Conditions Known Allergies Current Symptoms Any Additional Medical Notes
Call Audio Recordings (Auto-attached if recorded) Call Transcript (if available) Uploaded Files (if any, e.g., medical documents, photos from bystanders, etc.)
Dispatchers can leave timestamped notes with their name auto-tagged. Notes cannot be deleted or edited once posted.
If another dispatcher steps in to assist, their name should be auto-logged.
Was a callback initiated? (Yes/No) Who initiated the callback? Dispatcher Caller Bystander Callback Date & Time Callback Summary: Purpose of the callback Any new information provided Next steps or action taken
View Responders / Ambulance En Route Real-Time ETA GPS Location Tracking on Map
Payment Status Options: Paid Payment Pending Invoice Sent Payment Confirmation Ongoing Last Updated By (Auto-logged) Last Updated Timestamp
Reports Section: Full case details view Export as PDF Export as Excel
Incoming calls automatically create a case and map the phone number. The system auto-detects duplicate cases based on: Caller ID Recent open cases within the last 24 hours Issue: Every call creates a new case, making callback identification difficult.
Dispatcher clicks "Create New Case" immediately when a call comes in. Phone number is auto-logged. Call script appears for guidance.
Auto-prompt: "Hello, this is [Dispatcher Name] from ERA. How can I assist you today?"
Options: Medical Emergency Non-Medical Emergency General Enquiry Ambulance Request Corpse Evacuation
If Medical Emergency: Ask for symptoms → Auto-prompted Provisional Diagnosis If Enquiry: Auto-script guides dispatcher through general FAQs. If Ambulance Request: Confirm patient location and readiness.
Dispatcher selects final case type before submission. Case is officially created and linked to the call.
No Data Available: If a user attempts to open a case that does not exist or is restricted, an error message appears: "This case is unavailable or restricted." Restricted Access: If a user lacks the required permission to edit a case, an alert is displayed: "You do not have permission to modify this case." Failed Report Generation: If there is a system failure in generating the PDF/Excel file, the system provides an option to retry or request a manual report via email.
New Field Addition: When submitting a new case, there should be an option to indicate if the caller can talk or not. Options: "Yes, the caller can talk" or "No, the caller cannot talk". Dispatcher View: This information is displayed prominently in the case report and dispatch logs.
Caller Communication Status Not Indicated: If not specified, the system assumes "Unknown" and prompts the dispatcher to verify.
Addition of "Event Standby" Section: Dispatchers can log scheduled ambulance requests for events. Events can be filtered separately from emergency requests. Required Information for Event Standby Requests: Event Name Date & Time Number of Ambulances Required
Case Creation Flow
Case & Call Details
Core Information:
2. Location & Incident Details
3. Patient Details (If Available)
4. Call Recordings & Attachments
5. Notes & Dispatcher Logs
A. Case Notes (Real-Time Updates)
B. Assisting Dispatchers Log
6. Callback Tracking & History
A. Callback Log
(A separate Edit State should allow dispatchers to update callback details.)
7. Live Tracking (for Open Cases Only)
8. Payment Status (Actionable Field)
Dispatchers should be able to update this field directly.
9. Reports & Data Export
Case Creation Adjustments
New Case Creation Process
Option 1: Auto Case Creation via Incoming Call
Option 2: Dispatcher Manually Creates a Case Before Answering
Call Script & Structured Flow for Dispatchers
Step 1: Dispatcher Introduction
Step 2: Identify the Issue
Step 3: Situation Assessment
Step 4: Final Confirmation & Case Type Selection
Alternate Flow:
3. Additional Feature Requests
Caller Communication Status
Basic Flow:
Alternate Flow:
Event Standby Section Under Ambulance Requests
Basic Flow:
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