The aim of this study was to explore the experiences of emergency medical communication centre (EMCC) operators and helicopter emergency medical service (HEMS) physicians following the introduction of an on-site HEMS physician in a Norwegian EMCC.

The study was designed as a qualitative focus group study. Data from the focus groups were analysed using qualitative thematic analysis.

The intervention was implemented at the regional EMCC and one HEMS base in mid-Norway.

Seven HEMS physicians and 22 EMCC operators from the EMCC and HEMS base in Trondheim, Norway, participated in the focus groups.

From 1 February to 5 July 2024, an on-site EMCC physician was introduced in Trondheim EMCC, being responsible for medical decision-making in HEMS dispatches during working hours in the intervention period.

The analysis revealed two overarching themes: (1) perceived impact on the decision-making process in HEMS dispatch and (2) increased trust through mutual learning and closer relationships. Overall, the study participants reported positive experiences with the intervention. They experienced that an on-site physician improved the basis for decision-making in HEMS dispatch, allowing for quicker decisions. The participants were uncertain regarding whether this led to more accurate HEMS dispatch decisions. They valued the opportunity to better understand each other’s skills and build stronger professional relationships.

Both EMCC operators and HEMS physicians experienced improved decision-making and faster dispatch conclusions in HEMS dispatch following the intervention. The high level of medical education and guideline adherence among EMCC operators questions the impact on HEMS dispatch accuracy following the intervention.