EMS dispatchers' perceptions of the implementation of video streaming: facilitators and barriers - a qualitative interview study.
BMC Emergency Medicine · 2026-03-16 · Qualitative study
Abstract
BACKGROUND: In Denmark, emergency medical dispatchers (EMS) handle emergency calls and determine response type and urgency. Technological advances have made video streaming during calls increasingly feasible, allowing dispatchers to receive visual information directly from the scene. Although video has shown potential to enhance patient assessment and dispatch precision, adoption in Emergency Medical Dispatch Centers (EMDCs) has proven difficult. Video was introduced at the EMDC in the Capital Region of Denmark in 2018, the first center in the country to use it in unselected emergency calls. This study explores EMS dispatchers’ perceptions of the implementation of video streaming, focusing on barriers and facilitators to successful adoption. METHODS: In June and July 2020, individual semi-structured interviews were conducted with eleven EMDC employees in the Capital Region of Denmark. Interviews were transcribed verbatim and analyzed thematically using a reflexive approach involving multiple researchers to enhance interpretive validity. RESULTS: Five themes emerged as central to the implementation process: the technology, ownership of the implementation, dispatcher involvement, the impact of video on daily practice, and continuous training and support. Each theme included both facilitators and barriers. CONCLUSIONS: EMS dispatchers generally viewed video as a valuable tool for patient assessment, but actual use remained low. Established routines and habits were disrupted, adding stress to an already demanding working environment, which may have resulted in certain implementation elements being missed—particularly in developing commitment to change, involving users, providing ongoing training and feedback, and consistently striving to consolidate gains. Moreover, the reliability and functionality of the technology itself, along with visible organizational commitment, seemed lacking. The perceptions of EMS dispatchers play a pivotal role, as hesitation toward video use can considerably influence adoption and sustained utilization in emergency medical dispatch.
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Tags
Clinician perspective · Communication & handover · Dispatchers & call takers · Implementation
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