[Invisible support, life-saving cooperation].

Abstract

In certain cases, emergency care begins even before emergency medical services arrive on the scene, as bystanders take immediate action. Dispatchers play a key role in supporting lay responders, yet their responsibility often remains unrecognized. The aim of this summary was to examine the cooperation between dispatchers and lay first aid providers from various perspectives. Advancements in technology are significantly improving prehospital care. The emergence of structured decision-support software, video-assisted resuscitation, and artificial intelligence-based systems can considerably enhance the effectiveness of first aid. Video communication enables improvement in the quality of cardiopulmonary resuscitation and more accurate classification of emergency calls. Artificial intelligence applications such as automatic speech recognition and natural language processing can aid in the early detection of critical conditions, optimize resource allocation, and support dispatchers in decision-making. However, further research is needed to fully harness the potential of these innovations for the advancement of emergency care and first aid. Beyond these, human factors also play a crucial role. The stress associated with health-threatening situations affects both callers and dispatchers. Callers may experience psychological trauma, guilt, or long-term anxiety, while dispatchers are continuously exposed to critical incidents, which can lead to burnout or post-traumatic stress disorder. Furthermore, the education of lay responders and the enhancement of their cooperation with dispatchers is of great importance. Studying attitudes toward first aid can help identify barriers, while improving communication strategies can enhance the effectiveness of emergency calls and the success of life-saving interventions. If technological advancements are utilized during the cooperation between dispatchers and callers, and the human aspects of collaboration (such as education and psychological factors) are also improved, it can positively impact the quality of patient care. Orv Hetil. 2025; 166(28): 1083–1090.