The role of emergency medical dispatcher in handling calls with amok content
DOI:
https://doi.org/10.14528/snr.2026.60.3.3328Keywords:
emergency, life-threatening event, mass casualty, emergency medical assistance, communicationAbstract
Introduction: The emergency medical dispatcher plays a crucial role in the initial response to calls involving suspected mass-casualty incidents. Within a short period, they must identify the nature of the incident, gather key information, activate appropriate teams, and coordinate with other emergency services. The aim of this literature review was to analyse the role of the emergency medical dispatcher in handling calls related to suspected mass-casualty incidents and to identify key actions during the initial response phase.
Methods: A review of Slovenian and international scientific and professional literature was conducted. The literature search was carried out in February 2025 using the PubMed, SpringerLink, Google Scholar, and COBISS.SI databases, in accordance with PRISMA guidelines. The review included sources published between 2018 and 2025, in Slovenian or English, available in full text, and thematically relevant to the subject matter.
Results: A total of 884 records were identified, and 14 sources were included in the final analysis. Qualitative content analysis identified three categories: communication by the medical dispatcher during an emergency, preparedness for an emergency, and technological support. The findings indicate that effective call handling is based on timely event recognition, structured communication, organisational preparedness, and reliable technological support.
Discussion and conclusion: The role of the medical dispatcher goes beyond merely receiving and routing calls; it involves assessing risk, supporting response operations, coordinating across agencies, and ensuring the safety of emergency medical teams.
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