Table 1 Interview guide

Introduction

• Thank you for your participation

• Introduction to the project and project aims

• Information about consent etc.

• Demography questions

Aim 1: dispatchers’ role in the access to emergency care

• How do you perceive your own role in the citizens’ access to pre-hospital emergency care?

• What is your role in the emergency call handling?

Preparation for aim 2:

- A figure of the pre-hospital patient trajectory is shown

- The emergency call process is drawn by medical dispatchers to set the scene for the interview regarding influencing factors

Notes:

• The pre-hospital trajectory is shown on a timeline in which the emergency call is the key to emergency care

• The emergency call has its own mini-trajectory (which is central in this project). The emergency call process is drawn by the medical dispatcher and the dissecting of the process is facilitated by interviewers

Aim 2: factors influencing the handling of emergency calls

• After dissecting the emergency call process, what challenges do you see, based on your experience, in the different elements in relation to handling the emergency call?

• What facilitates the process?