Management et coaching : perspective d'avenir dans les Samu centre 15 ?

The resort to the “Samu Centres 15” (French EMS call-centers) is growing, massively for some of them. Adapting to this development could be facilitated by the adoption of organisational patterns and the use of technological tools now commonly used by non-medical call-centers. Driving the activity, managing the flow of calls, as the improvement of performance and of team's competence, is a major issue. This approach is objectivable by qualitative and quantitative criteria. The introduction of the supervisor post in a Samu could contribute to realise these changes, taking into account the specificity of the medical relationship and its necessary adaptation to the Samu.