From hearing to seeing: medical dispatchers’ experience with use of video streaming in medical emergency calls − a qualitative study

OBJECTIVES: Video streaming has recently been introduced as an additional tool for communication between medical dispatchers and caller. Research implies that video streaming may be a useful tool for the dispatchers, but more knowledge is needed. With this study, we wanted to explore how the dispatchers experience using video streaming as an additional tool in medical emergency calls. DESIGN: An explorative, qualitative study using semi-structured focus group interviews. SETTING: Two emergency medical communications centres in Norway where video streaming recently had been introduced. Interviews were conducted during 24 June 2020 and 26 June 2020. PARTICIPANTS: We recruited 25 medical dispatchers, either nurses or emergency medical technicians who worked at the two centres. RESULTS: The results are categorised into three themes: (1) change in dispatcher’s perception of the patient and the situation, (2) reassurance for the dispatcher and (3) worries about increased time consumption and the possibility of unpleasant images. CONCLUSION: The dispatchers experienced that the use of video streaming in medical emergency calls might contribute to a better comprehension of the situation and following more precise resource allocation, as well as greater reassurance for the dispatcher and improved relationship between the dispatcher and the caller. Further research with an aim to measure effects and safety of video streaming during medical emergency calls is needed.