Background: Video communication through mobile telephone is now available in many parts of the world. We ask how mobile phone video-calls compares with traditional phone calls for dispatcher-assisted cardiopulmonary resuscitation (T-CPR).
Methods: Primary data was collected through individual interviews with six dispatchers after their participation in simulated cardiac arrest. They had 10 scenarios each, during which they guided rescuers on resuscitation. During half of the scenarios they used video-calls, and traditional phone calls for the rest. Concepts from modern systems theory were used to analyse the material.
Results: Video-calls influenced the information basis and understanding of the dispatchers. The dispatchers experienced that (1) video-calls are useful for obtaining information and provides adequate functionality to support CPR assistance; (2) their CPR assistance becomes easier; (3) the CPR might be of better quality; but (4) there is a risk of "noise".
Discussion: We emphasize visual observation as a way of constructing professional understanding when using video-calls, which may provide a new basis for dispatcher assistance. Video-calls may improve rescuer compliance. The role and content of telephone-directed protocols used by dispatchers may need adjustments when video-calls are used for medical emergencies.
Conclusion: Video communication can improve the dispatchers' understanding of the rescuer's situation, and the assistance they provide.