Public Safety Answering Point models: a scoping review of national and international experiences.
BMC Emergency Medicine · 2026-07-29 · Scoping review
Abstract
This scoping review explores the structural and functional dimensions of Public Safety Answering Point (PSAP) models implemented across diverse emergency service systems worldwide. A comprehensive search of PubMed, Web of Science, and Scopus was conducted, complemented by relevant grey literature from the European Emergency Number Association (EENA) and the National Emergency Number Association (NENA), following the PRISMA-ScR guidelines and Arksey and O'Malley's framework. A total of 39 peer-reviewed studies and two grey literature sources were analyzed using qualitative content analysis. Findings revealed that PSAP models vary widely but share common elements, including emergency call handling, communication infrastructure, trained personnel, location identification, and adherence to standardized protocols. Models in high-income countries increasingly incorporate artificial intelligence and Internet of Things technologies to enhance integration and efficiency, whereas low- and middle-income countries continue to face significant financial and infrastructural barriers. This review highlights key operational characteristics, identifies current challenges, and provides evidence-based insights to inform future research, policy development, and technological innovation aimed at improving PSAP performance and public safety outcomes globally.
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Tags
Communication & handover · Decision support tools · Dispatchers & call takers · Interagency collaboration · Low- and middle-income settings
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