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EMS dispatchers' perceptions of the implementation of video streaming: facilitators and barriers - a qualitative interview study.

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Τίτλος: EMS dispatchers' perceptions of the implementation of video streaming: facilitators and barriers - a qualitative interview study.
Συγγραφείς: Meisner-Jensen M; Department of Research & Development, Prehospital Emergency Medical Services, Central Denmark Region, Aarhus, Denmark., Vaeggemose U; Department of Research & Development, Prehospital Emergency Medical Services, Central Denmark Region, Aarhus, Denmark.; Department of Clinical Medicine, Aarhus University, Aarhus, Denmark., Bohnstedt-Pedersen N; Department of Research & Development, Prehospital Emergency Medical Services, Central Denmark Region, Aarhus, Denmark., Linderoth G; Copenhagen Emergency Medical Services, University of Copenhagen, Copenhagen, Denmark.; Department of Anesthesia and Intensive Care, Copenhagen University Hospital - Bispebjerg and Frederiksberg, Copenhagen, Denmark., Gude MF; Department of Research & Development, Prehospital Emergency Medical Services, Central Denmark Region, Aarhus, Denmark. martgude@rm.dk.; Department of Clinical Medicine, Aarhus University, Aarhus, Denmark. martgude@rm.dk.
Πηγή: BMC emergency medicine [BMC Emerg Med] 2026 Mar 16; Vol. 26 (1). Date of Electronic Publication: 2026 Mar 16.
Τύπος έκδοσης: Journal Article
Γλώσσα: English
Στοιχεία περιοδικού: Publisher: BioMed Central Country of Publication: England NLM ID: 100968543 Publication Model: Electronic Cited Medium: Internet ISSN: 1471-227X (Electronic) Linking ISSN: 1471227X NLM ISO Abbreviation: BMC Emerg Med Subsets: MEDLINE
Imprint Name(s): Original Publication: London : BioMed Central, [2001-
Ιατρικοί όροι (MeSH): Emergency Medical Dispatcher*/psychology , Emergency Medical Dispatch*/methods , Video Recording* , Attitude of Health Personnel* , Emergency Medical Service Communication Systems*, Humans ; Denmark ; Qualitative Research ; Interviews as Topic ; Male ; Female
Περίληψη: 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.
Competing Interests: Declarations. Ethics approval and consent to participate: The study was conducted in accordance with Danish legislation on interview-based research and did not require approval from a regional research ethics committee, as no patient data were collected or stored. All participants provided informed consent, and participation was voluntary, including consent to the recording and anonymized use of their statements for research purposes. Consent for publication: Not applicable. Competing interests: The authors declare no competing interests.
References: JAMA Netw Open. 2025 Jul 1;8(7):e2519020. (PMID: 40591356)
Scand J Trauma Resusc Emerg Med. 2014 Jun 02;22:35. (PMID: 24887256)
Scand J Trauma Resusc Emerg Med. 2025 Jun 19;33(1):108. (PMID: 40537850)
BMC Med Inform Decis Mak. 2011 Oct 27;11:67. (PMID: 22032728)
Int J Med Inform. 2005 Aug;74(7-8):535-43. (PMID: 16043083)
Psychiatry Res. 2020 Jan;283:112376. (PMID: 31036287)
Voluntas. 2023;34(1):140-153. (PMID: 34522070)
Scand J Trauma Resusc Emerg Med. 2019 Nov 4;27(1):100. (PMID: 31684982)
Resuscitation. 2020 Feb 1;147:12-20. (PMID: 31843537)
Implement Sci. 2009 Aug 07;4:50. (PMID: 19664226)
PLoS One. 2016 Feb 04;11(2):e0148091. (PMID: 26845772)
Resuscitation. 2021 Nov;168:35-43. (PMID: 34509558)
Health Care Manag (Frederick). 2008 Jan-Mar;27(1):23-39. (PMID: 18510142)
Resuscitation. 2015 Nov;96:317-22. (PMID: 26073272)
BMC Emerg Med. 2021 Sep 6;21(1):101. (PMID: 34488626)
BMC Health Serv Res. 2011 Sep 30;11:244. (PMID: 21958387)
J Med Internet Res. 2017 Nov 01;19(11):e367. (PMID: 29092808)
Acad Med. 2014 Sep;89(9):1245-51. (PMID: 24979285)
Resuscitation. 2008 Sep;78(3):320-6. (PMID: 18583015)
Scand J Trauma Resusc Emerg Med. 2024 Jan 26;32(1):7. (PMID: 38383402)
Scand J Trauma Resusc Emerg Med. 2013 Jul 09;21:53. (PMID: 23835246)
BMC Health Serv Res. 2017 Aug 14;17(1):558. (PMID: 28806903)
Scand J Trauma Resusc Emerg Med. 2019 May 8;27(1):55. (PMID: 31068199)
BMC Health Serv Res. 2024 Nov 20;24(1):1442. (PMID: 39567935)
Nurse Lead. 2020 Dec;18(6):539-546. (PMID: 32843885)
Scand J Trauma Resusc Emerg Med. 2019 Jan 25;27(1):8. (PMID: 30683139)
BMC Emerg Med. 2024 Jun 11;24(1):99. (PMID: 38862922)
Psychiatry Res. 2020 Jan;283:112461. (PMID: 31257020)
BMJ Open. 2022 Dec 16;12(12):e063395. (PMID: 36526307)
J Med Eng Technol. 2015 Jan;39(1):44-53. (PMID: 25367721)
Resuscitation. 2018 Feb;123:77-85. (PMID: 29242057)
Prehosp Disaster Med. 2022 Dec;37(6):819-826. (PMID: 36138554)
Curr Pharm Teach Learn. 2018 Jun;10(6):807-815. (PMID: 30025784)
Curr Opin Crit Care. 2008 Aug;14(4):460-5. (PMID: 18614913)
Contributed Indexing: Keywords: Change management; Emergency medical dispatch; Emergency medical service communication systems; Emergency medical services; Implementation science; Qualitative research; Telemedicine; User perspective; Video streaming
Entry Date(s): Date Created: 20260317 Date Completed: 20260628 Latest Revision: 20260821
Update Code: 20260913
PubMed Central ID: PMC13104305
DOI: 10.1186/s12873-026-01531-w
PMID: 41840515
Βάση Δεδομένων: MEDLINE
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  Data: EMS dispatchers' perceptions of the implementation of video streaming: facilitators and barriers - a qualitative interview study.
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  Data: <searchLink fieldCode="AU" term="%22Meisner-Jensen+M%22">Meisner-Jensen M</searchLink>; Department of Research & Development, Prehospital Emergency Medical Services, Central Denmark Region, Aarhus, Denmark.<br /><searchLink fieldCode="AU" term="%22Vaeggemose+U%22">Vaeggemose U</searchLink>; Department of Research & Development, Prehospital Emergency Medical Services, Central Denmark Region, Aarhus, Denmark.; Department of Clinical Medicine, Aarhus University, Aarhus, Denmark.<br /><searchLink fieldCode="AU" term="%22Bohnstedt-Pedersen+N%22">Bohnstedt-Pedersen N</searchLink>; Department of Research & Development, Prehospital Emergency Medical Services, Central Denmark Region, Aarhus, Denmark.<br /><searchLink fieldCode="AU" term="%22Linderoth+G%22">Linderoth G</searchLink>; Copenhagen Emergency Medical Services, University of Copenhagen, Copenhagen, Denmark.; Department of Anesthesia and Intensive Care, Copenhagen University Hospital - Bispebjerg and Frederiksberg, Copenhagen, Denmark.<br /><searchLink fieldCode="AU" term="%22Gude+MF%22">Gude MF</searchLink>; Department of Research & Development, Prehospital Emergency Medical Services, Central Denmark Region, Aarhus, Denmark. martgude@rm.dk.; Department of Clinical Medicine, Aarhus University, Aarhus, Denmark. martgude@rm.dk.
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  Data: <searchLink fieldCode="JN" term="%22100968543%22">BMC emergency medicine</searchLink> [BMC Emerg Med] 2026 Mar 16; Vol. 26 (1). <i>Date of Electronic Publication: </i>2026 Mar 16.
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  Data: 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.
– Name: Abstract
  Label: Competing Interests
  Group: Ab
  Data: Declarations. Ethics approval and consent to participate: The study was conducted in accordance with Danish legislation on interview-based research and did not require approval from a regional research ethics committee, as no patient data were collected or stored. All participants provided informed consent, and participation was voluntary, including consent to the recording and anonymized use of their statements for research purposes. Consent for publication: Not applicable. Competing interests: The authors declare no competing interests.
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  Label: References
  Group: RefInfo
  Data: JAMA Netw Open. 2025 Jul 1;8(7):e2519020. (PMID: <searchLink fieldCode="PM" term="%2240591356%22">40591356)</searchLink><br />Scand J Trauma Resusc Emerg Med. 2014 Jun 02;22:35. (PMID: <searchLink fieldCode="PM" term="%2224887256%22">24887256)</searchLink><br />Scand J Trauma Resusc Emerg Med. 2025 Jun 19;33(1):108. (PMID: <searchLink fieldCode="PM" term="%2240537850%22">40537850)</searchLink><br />BMC Med Inform Decis Mak. 2011 Oct 27;11:67. (PMID: <searchLink fieldCode="PM" term="%2222032728%22">22032728)</searchLink><br />Int J Med Inform. 2005 Aug;74(7-8):535-43. (PMID: <searchLink fieldCode="PM" term="%2216043083%22">16043083)</searchLink><br />Psychiatry Res. 2020 Jan;283:112376. (PMID: <searchLink fieldCode="PM" term="%2231036287%22">31036287)</searchLink><br />Voluntas. 2023;34(1):140-153. (PMID: <searchLink fieldCode="PM" term="%2234522070%22">34522070)</searchLink><br />Scand J Trauma Resusc Emerg Med. 2019 Nov 4;27(1):100. (PMID: <searchLink fieldCode="PM" term="%2231684982%22">31684982)</searchLink><br />Resuscitation. 2020 Feb 1;147:12-20. (PMID: <searchLink fieldCode="PM" term="%2231843537%22">31843537)</searchLink><br />Implement Sci. 2009 Aug 07;4:50. (PMID: <searchLink fieldCode="PM" term="%2219664226%22">19664226)</searchLink><br />PLoS One. 2016 Feb 04;11(2):e0148091. (PMID: <searchLink fieldCode="PM" term="%2226845772%22">26845772)</searchLink><br />Resuscitation. 2021 Nov;168:35-43. (PMID: <searchLink fieldCode="PM" term="%2234509558%22">34509558)</searchLink><br />Health Care Manag (Frederick). 2008 Jan-Mar;27(1):23-39. (PMID: <searchLink fieldCode="PM" term="%2218510142%22">18510142)</searchLink><br />Resuscitation. 2015 Nov;96:317-22. (PMID: <searchLink fieldCode="PM" term="%2226073272%22">26073272)</searchLink><br />BMC Emerg Med. 2021 Sep 6;21(1):101. (PMID: <searchLink fieldCode="PM" term="%2234488626%22">34488626)</searchLink><br />BMC Health Serv Res. 2011 Sep 30;11:244. (PMID: <searchLink fieldCode="PM" term="%2221958387%22">21958387)</searchLink><br />J Med Internet Res. 2017 Nov 01;19(11):e367. (PMID: <searchLink fieldCode="PM" term="%2229092808%22">29092808)</searchLink><br />Acad Med. 2014 Sep;89(9):1245-51. (PMID: <searchLink fieldCode="PM" term="%2224979285%22">24979285)</searchLink><br />Resuscitation. 2008 Sep;78(3):320-6. (PMID: <searchLink fieldCode="PM" term="%2218583015%22">18583015)</searchLink><br />Scand J Trauma Resusc Emerg Med. 2024 Jan 26;32(1):7. (PMID: <searchLink fieldCode="PM" term="%2238383402%22">38383402)</searchLink><br />Scand J Trauma Resusc Emerg Med. 2013 Jul 09;21:53. (PMID: <searchLink fieldCode="PM" term="%2223835246%22">23835246)</searchLink><br />BMC Health Serv Res. 2017 Aug 14;17(1):558. (PMID: <searchLink fieldCode="PM" term="%2228806903%22">28806903)</searchLink><br />Scand J Trauma Resusc Emerg Med. 2019 May 8;27(1):55. (PMID: <searchLink fieldCode="PM" term="%2231068199%22">31068199)</searchLink><br />BMC Health Serv Res. 2024 Nov 20;24(1):1442. (PMID: <searchLink fieldCode="PM" term="%2239567935%22">39567935)</searchLink><br />Nurse Lead. 2020 Dec;18(6):539-546. (PMID: <searchLink fieldCode="PM" term="%2232843885%22">32843885)</searchLink><br />Scand J Trauma Resusc Emerg Med. 2019 Jan 25;27(1):8. (PMID: <searchLink fieldCode="PM" term="%2230683139%22">30683139)</searchLink><br />BMC Emerg Med. 2024 Jun 11;24(1):99. (PMID: <searchLink fieldCode="PM" term="%2238862922%22">38862922)</searchLink><br />Psychiatry Res. 2020 Jan;283:112461. (PMID: <searchLink fieldCode="PM" term="%2231257020%22">31257020)</searchLink><br />BMJ Open. 2022 Dec 16;12(12):e063395. (PMID: <searchLink fieldCode="PM" term="%2236526307%22">36526307)</searchLink><br />J Med Eng Technol. 2015 Jan;39(1):44-53. (PMID: <searchLink fieldCode="PM" term="%2225367721%22">25367721)</searchLink><br />Resuscitation. 2018 Feb;123:77-85. (PMID: <searchLink fieldCode="PM" term="%2229242057%22">29242057)</searchLink><br />Prehosp Disaster Med. 2022 Dec;37(6):819-826. (PMID: <searchLink fieldCode="PM" term="%2236138554%22">36138554)</searchLink><br />Curr Pharm Teach Learn. 2018 Jun;10(6):807-815. (PMID: <searchLink fieldCode="PM" term="%2230025784%22">30025784)</searchLink><br />Curr Opin Crit Care. 2008 Aug;14(4):460-5. (PMID: <searchLink fieldCode="PM" term="%2218614913%22">18614913)</searchLink>
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