Video triage: a revolution for emergency services

When a call comes in to emergency services, the first line of response is handled by Medical Regulation Assistants (MRAs). These professionals play a critical role: they receive calls, ask the right questions, assess the situation, and direct callers to the most appropriate response.

What is an MRA?

The MRA is often the first contact a person in distress has with emergency services. Trained to manage stress, conduct a focused interview, and use dispatch software, they work in close collaboration with supervising physicians.

Video triage: a major asset

Traditionally, medical dispatch relies solely on audio. With video triage, a new dimension is added: the image.

With a solution like Vizalia, MRAs can send a link to the caller to switch instantly to video. This allows them to see the patient's environment, assess visible clinical signs, and improve decision making.

A concrete impact in the field

• Better urgency assessment: by seeing the scene, MRAs adjust their response accordingly
• Resource optimization: avoiding the dispatch of an ambulance when it is not needed
• Better communication with responders: an accurate picture before they arrive
• Calming callers: visual contact is reassuring

Numbers that speak for themselves

• In 75% of cases, the diagnosis changes after a visual assessment
• In 7.7% of cases, a serious condition is identified that would not have been detected over the phone alone
• In 42% of cases, the resources deployed are adjusted
• In cases of suspected cardiac arrest, 42% are confirmed via video
• Improved management of cardiac arrests in 81% of cases

Toward greater recognition of MRAs

The introduction of video triage further highlights the work of MRAs. With solutions like Vizalia, we are proud to support these everyday heroes.

Innovation in service of people: that is the entire purpose of video triage.