In
the United States, the system of communicating distress signals
has been institutionalised into a systematic process
Human
beings have always felt the need to communicate with others
and to seek help, especially when in distress. Through the
ages the process of communicating one’s distress to others
has been refined to a system whereby in most nations, the
society or government has taken the responsibility of providing
emergency systems and services for their residents. In western
nations, this system of communicating distress signals has
been institutionalised into a systematic process whereby every
person has access to ubiquitous means, for instance, in the
US almost everyone is aware of the ubiquitous 911 emergency
system.
Any person
from anywhere in the country can use a phone — at home, a
public phone or cell phone — to dial 911 and will be immediately
connected to an emergency service representative who will
notify the police, fire and/or ambulance service depending
on the need. The system is so well refined that in most metros
and cities in the US, one can call this number and expect
help to arrive in 2 to 3 minutes flat. The 911 service is
a call transfer system which enables people to be linked to
the appropriate Emergency Service Provider (ESP) for the call
location by dialling the digits 9-1-1. Emergency Service Provider
means police, fire and ambulance agencies operating in the
region.
The premise
behind the extensive countrywide emergency 911 system is that
a stitch in time can save nine. Accidents, fires, burglaries
and social problems cannot be prevented, but a rapid response
can help alleviate any further aggravation.
At some
time or the other, most of us will probably need immediate
help when facing an emergency, be it a medical condition or
fire or any other law and order situation. At that point in
time, it is imperative that we get help swiftly and efficiently.
Watching an accident victim bleed without instant access to
first aid or medical help is something none of us want. Many
a time altercations or squabbles in public have a way of getting
out of hand. Speedy response from public officials and law
enforcement generally prevents things from getting out of
hand.
In most
states in the US, like in other western nations, there exists,
what is commonly known as a “Good Samaritan” law. What this
implies is “When anyone in good faith, renders emergency care
or assistance at the scene of an emergency or accident, no
liability may be imposed for any civil damages arising from
acts or omissions in rendering such emergency care” [extracted
from a legal text]. What this means is that people who aid
others in distress will not be held accountable. In general,
if a Good Samaritan does what a “reasonable person” (in France
he’s called a bon pere de famille) would do under the circumstances,
he won’t be held liable in negligence for any harm he may
cause the accident victim. This encourages bystanders and
those who witness accidents to report them to authorities,
at the very least, call 911 and inform someone about the incident.
A few
weeks ago a couple in my apartment complex had an opportunity
to test our local 911-response system. The lady was deep-frying
their dinner and the frying pan caught fire. The husband,
a friend of mine, had the presence of mind to immediately
pick up the phone and dial 911. Within about 5 minutes, sirens
blazing, the fire truck arrived at their doorstep. By then
the residents had managed to contain the blaze using a handheld
extinguisher. The firemen were prompt and professional and
without panicking, got the right equipment and not only controlled
the fire but also helped clean up a part of the mess, all
in a matter of minutes. I shudder to think what would have
happened if they were delayed by even 10 or fifteen minutes
since most houses and apartments here are built out of wooden
boards and panels.
It is
interesting to note that the emergency service system is modelled
after customer response systems in most large corporations.
Just like their counterparts in large corporations, public
officials are accountable for their actions and lapses. The
level of efficiency and customer service that they strive
towards is truly amazing. Needless to say, human life and
dignity are really valued; especially since most taxpayers
here consider themselves ‘customers’ of government and public
service and do not hesitate to hold them (the public servants)
accountable.
In order
to provide the kind of responses described, there exists a
huge network of systems and emergency response teams spread
across the country. Phone companies are required (by law)
to provide this service to every telephone. Cities and counties
in all states across the US are required to maintain ‘command
and control’ centres, manned by officials 24 hours a day.
These officials not only take calls but are also able to provide
telephonic assistance till help arrives at the scene. All
these services do not come cheap. Federal and state governments
have special budgets just for emergency care system. Even
phone companies levy a small fee on their customers for the
911 services that they provide. The management of inter-state
phone, emergency, fire, police and networks is an art that
Americans seem to have perfected.
It is
hard to imagine this level of service in a country of over
one billion people. However, it is time we start working towards
a “Good Samaritan” law and help people and officials in India
become more aware of the need to have a universal emergency
response system. Even if we cannot afford the complex technicalities
of building networks and maintaining emergency response teams,
the human side of emergency systems is something that we can
definitely strive towards. The day we stop hesitating to help
someone injured in an accident is the day we will start working
towards a universal emergency response system in India.
Of course,
with the number of Indians travelling abroad and seeing these
emergency systems work in various countries, it is but natural
for us to attempt to ape some of these systems. Coming from
an Indian background, where a good Samaritan helping an injured
person involved in an accident makes news, I still cannot
cease to be amazed at the system that works!!
