Researchers at the University of Warwick are collaborating with UK clinicians and emergency services on a ground-breaking study into how live video during 999 calls could improve critical care team dispatch decisions.
Emergency clinicians working in control rooms must make rapid, high-stakes decisions based solely on the caller's verbal description of the situation. Now, thanks to advancements in technology, the 999 RESPOND-2 project is exploring how ambulance services could live-stream video directly from a caller's smartphone during a 999 call. The study will assess whether access to real-time visuals can help clinicians better judge urgency and risk, and support faster, more accurate decisions about the level of care needed.
The new 999 RESPOND-2 project, which is being funded by the National Institute for Health and Care Research (NIHR), aims to improve the way Enhanced and Critical Care Teams (ECCTs) are deployed to emergencies. These highly specialised teams deliver advanced, often life-saving treatment at the scene of serious incidents - but they are a limited resource. Making the right call, quickly, is essential - and having richer, real-time information could be the key to doing that more effectively.
Professor Jo Angouri, academic lead on the project for the University of Warwick, said: "Our project is unique in its design, bringing together medical sciences and sociolinguistic expertise to unpack how complex dispatch decisions are made in the handling of 999 calls, a real-world challenge with serious consequences.
"By analysing communication as it unfolds, moment by moment, in control rooms and in situ, we can gain a clearer understanding of how decisions are shaped, negotiated, and acted upon. Live-streamed video introduces a new mode of interaction, and we're investigating whether, and how, it alters the trajectory of decision-making. Our aim is to translate these insights into practical interventions, training and policy."
Professor Gavin Perkins, Dean of Medicine at Warwick Medical School, added: "This research addresses one of the most resilient challenges in emergency care - how dispatch teams assess risk and severity in high-pressure, time-critical situations, often with limited information.
"The project compares decisions made during traditional 999 calls, which rely on audio interaction, with video consultations that provide a direct view of the patient and the scene. By understanding how video calls shape decision-making, we aim to improve the speed and accuracy of critical care dispatch- ensuring help reaches those who need it most, when time really matters.
"This work directly aligns with Warwick Medical School's commitment to world-leading, interdisciplinary research that drives innovation in clinical practice and improves outcomes for patients."
The 999 RESPOND-2 study will develop training guidance for clinicians, who currently have no standard protocol for using video consultations in emergency settings. It aims to ensure that this innovative technology can be safely embedded into the UK's emergency response system.
Professor Caroline Meyer, Pro-Vice Chancellor (Research) at the University of Warwick, said: "At Warwick, we're committed to research that delivers real-world impact. This pioneering project is the first of its kind to explore dispatch decision-making in the 999-emergency context holistically and at scale, through an interdisciplinary lens.
"By bringing together a team unique in its composition, it shows how academic research can make a direct contribution to frontline emergency services. The insights generated will help shape safer, more effective responses for patients across the UK and beyond."
The 999 RESPOND-2 project is a partnership between the Welsh Ambulances Service, University of Warwick, the Emergency Medical Retrieval and Transfer Service, the Wales Air Ambulance Charity, West Midlands Ambulance Service, University of Bristol, Imperial College London, and Aberystwyth University.
