Central Denmark Region study: Video reduces 1-1-2 call conflicts

A new study conducted by the Prehospital Department in Central Denmark Region (Region Midtjylland) indicates that using video during 1-1-2 emergency calls leads to fewer and less severe conflicts between citizens and dispatchers.

Research shows that video assistance allows for more precise medical assessments and improves communication. By seeing the patient via video link, dispatchers can better explain their clinical assessments, which increases patient confidence and reduces uncertainty regarding whether the situation has been correctly understood.

The study compared two groups of medical dispatchers over a two-week period. The group utilizing video reported a lower average conflict level. Notably, the occurrence of highly contentious conversations dropped from 1.4 percent to 0.3 percent, representing a 79 percent relative reduction in high-conflict incidents.