Implementation of autonomous decision protocols for emergency medical dispatchers: caller satisfaction survey and evolution of practices
Dublin Core
Title
Implementation of autonomous decision protocols for emergency medical dispatchers: caller satisfaction survey and evolution of practices
Subject
Emergency medical service, Dispatch protocols, Emergency medical dispatchers, Satisfaction
Description
Abstract
Background Access to emergency care is becoming increasingly challenging due to rising demand and limited
resources, such as shortage of general practitioners (GP). In France, emergency medical services (EMS) have
experienced a 23% increase in call volume over the past decade. To address this, French dispatch systems are
evolving, with Emergency Medical Dispatchers (EMDs) empowered to make certain medical decisions through
Autonomous Decision Protocols (ADP). These ADP were designed for most frequent and simple emergency situations
such as low back pain, epistaxis, head and limb injury, anxiety, and allowed EMDs to recommend medical advice, send
an ambulance or refer the caller to a dispatching doctor.
Aim This study aimed to assess callers’ satisfaction with decisions made by EMDs using ADPs compared to decisions
made by medical doctors with similar chief complaint.
Material & method The study was prospective, involving all ADP calls from September to October 2023. All calls
concerning ADPs and dispatched by EMDs were included. Callers were called back within a few days of the call in
order to obtain their experience using a questionnaire. Retrospective patient files concerning similar chief complaints
handled in the traditional way, over the same period in the previous year, were used for comparison.
Results A total of 358 calls were analyzed, with 217 (61%) callers completing a satisfaction survey. The results showed
high satisfaction, with an average score of 8.6/10. The most common chief complaints were head and limb injuries,
and the vast majority (90%) of callers felt their expectations were met. Only a small percentage (4%) required a second
opinion or follow up due to worsening symptoms.
Conclusion The findings suggest that ADPs improved efficiency by providing standardized medical advice, reducing
unnecessary ambulance dispatches, and saving medical resources. Callers who benefited from ADPs were generally
satisfied with the service, with satisfaction rates comparable to those found in international studies. Expanding ADPs
Background Access to emergency care is becoming increasingly challenging due to rising demand and limited
resources, such as shortage of general practitioners (GP). In France, emergency medical services (EMS) have
experienced a 23% increase in call volume over the past decade. To address this, French dispatch systems are
evolving, with Emergency Medical Dispatchers (EMDs) empowered to make certain medical decisions through
Autonomous Decision Protocols (ADP). These ADP were designed for most frequent and simple emergency situations
such as low back pain, epistaxis, head and limb injury, anxiety, and allowed EMDs to recommend medical advice, send
an ambulance or refer the caller to a dispatching doctor.
Aim This study aimed to assess callers’ satisfaction with decisions made by EMDs using ADPs compared to decisions
made by medical doctors with similar chief complaint.
Material & method The study was prospective, involving all ADP calls from September to October 2023. All calls
concerning ADPs and dispatched by EMDs were included. Callers were called back within a few days of the call in
order to obtain their experience using a questionnaire. Retrospective patient files concerning similar chief complaints
handled in the traditional way, over the same period in the previous year, were used for comparison.
Results A total of 358 calls were analyzed, with 217 (61%) callers completing a satisfaction survey. The results showed
high satisfaction, with an average score of 8.6/10. The most common chief complaints were head and limb injuries,
and the vast majority (90%) of callers felt their expectations were met. Only a small percentage (4%) required a second
opinion or follow up due to worsening symptoms.
Conclusion The findings suggest that ADPs improved efficiency by providing standardized medical advice, reducing
unnecessary ambulance dispatches, and saving medical resources. Callers who benefited from ADPs were generally
satisfied with the service, with satisfaction rates comparable to those found in international studies. Expanding ADPs
Creator
Clarence Fischer1
, Gaëlle le Bail1
, Anna Ozguler1,2*, Jérémie Boutet1
, Charles Groizard1
, Michel Baer1,2 and
Thomas Loeb1
, Gaëlle le Bail1
, Anna Ozguler1,2*, Jérémie Boutet1
, Charles Groizard1
, Michel Baer1,2 and
Thomas Loeb1
Source
https://doi.org/10.1186/s12245-025-00880-w
Date
2025
Contributor
Peri Irawan
Format
pdf
Language
english
Type
text
Files
Collection
Citation
Clarence Fischer1
, Gaëlle le Bail1
, Anna Ozguler1,2*, Jérémie Boutet1
, Charles Groizard1
, Michel Baer1,2 and
Thomas Loeb1, “Implementation of autonomous decision protocols for emergency medical dispatchers: caller satisfaction survey and evolution of practices,” Repository Horizon University Indonesia, accessed April 11, 2026, https://repository.horizon.ac.id/items/show/12767.