When designing SAMU dispatch centers, the capacity to communicate is a crucial factor of mission reliability
Résumé
When it was relocated to the new university hospital, the design of the SAMU dispatch center in France (Somme region) France became an object of debate regarding: on the one hand, a theoretical approach to reliability that emerged at the time of its creation and which aimed to reduce or even prevent oral communications and, on the other hand, a pragmatic and empirical approach by users who supported behavioural and oral communications in the processing of calls. Dispatch center staff set out to lead the redesign project and integrate their expertise. In response to the tragedy that occurred after the inappropriate treatment of one caller to a SAMU center, this presentation reflects on the importance of the design of the dispatch room, and its ability to foster proxemic cooperation capable of anticipating possible individual misconduct.