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

Abstract

ObjectivesVideo 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.DesignAn explorative, qualitative study using semi-structured focus group interviews.SettingTwo emergency medical communications centres in Norway where video streaming recently had been introduced. Interviews were conducted during 24 June 2020 and 26 June 2020.ParticipantsWe recruited 25 medical dispatchers, either nurses or emergency medical technicians who worked at the two centres.ResultsThe 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.ConclusionThe 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.

The SEE-IT Trial: emergency medical services Streaming Enabled Evaluation In Trauma: a feasibility randomised controlled trial

“…Findings from the inner-city sub-study, which will be reported in full elsewhere, supported the need for governance around if/when/how video livestreaming should be used. Similar conclusions have been reported in the wider literature [ 14 , 35 ].…”

“…Most of these studies have been simulation-based [ 11 – 13 ] with few studies in real-life settings. Evidence suggests that use of video livestreaming from the scene may impact on decision-making [ 8 , 14 ] and enable faster and more accurate decisions about EMS resources to be tasked [ 3 ]. To our knowledge, two real-life studies have focussed on the impact of video livestreaming from callers [ 8 , 15 ].…”

When do medical operators choose to use, or not use, video in emergency calls? A case study

“…4 6 This potential reduction in overestimation or underestimation of the severity was also reported in a qualitative study of EMCC operators’ experiences with video, where some of the operators believed that video could contribute to better resource utilisation. 5 Thus, it would be tempting to develop a guideline to increase the use of video. However, this would be challenging to implement as it seems that was the operators’ subjective need that triggered the decision to use video and not any specific symptom or condition.…”

“…4 This was in accordance with our findings ( table 2 ), and it seems to suggest that the callers were perceived to particularly overestimate bleeding amount and injuries, and thus, operators found great utility in video. According to Idland et al , 5 several operators perceived video as a reassurance for their own decisions. This is consistent with our findings, where operators felt that video confirmed that the patient’s severity matched what they had perceived during the phone call.…”

“…Yet a Norwegian pilot project in 2019 demonstrated that video only was used in 4% of phone calls at the EMCCs and in 1% of the calls to the emergency primary care centres. 4 Since then, the use of video calls between operators and callers during medical emergency calls has proven to be a valuable tool, 5 6 and it has been found that in approximately half of the cases, it influences the assessment made by the operator. 4 6 An emergency operations centre in the UK introduced video triage during the COVID-19 pandemic as a supplement to their traditional 999-telephone triage.…”