The Present Day 

At the heart of the Prague Emergency Medical Service stands the Medical Operations Centre — a place where every second matters and where calm decision-making transforms urgent calls for help into coordinated lifesaving action. Modern technology, professional expertise, and continuous readiness enable operators to manage thousands of emergencies each year across the capital city. 

A Quarter of a Million Calls Each Year 

Emergency lines receive nearly 250,000 calls annually. Each day, operators handle an average of almost 700 emergency calls, alongside a comparable number of additional telephone communications and radio transmissions coordinating field units. 

Continuous Professional Staffing 

During standard twelve-hour shifts, seven to ten operators work simultaneously under the supervision of a physician serving as shift leader, ensuring both medical oversight and operational coordination at all times. 

The Morning Peak 

Approximately two-thirds of all calls are received during daytime hours, with the remaining third occurring at night. The busiest period typically falls on weekdays between 9:00 and 11:00 a.m., when demand for emergency services reaches its daily peak. 

The Rhythm of the Week 

Mondays represent the busiest daytime shifts, averaging nearly 700 calls, while Sundays are generally the least demanding, with around 600 calls handled. Night shifts are most intensive over weekends, when call volumes increase by roughly ten percent compared to other nights. 

Rapid Accessibility 

The emergency line achieves an exceptional 99.9% connection success rate, with 95% of calls answered within ten seconds, ensuring immediate access to professional assistance. 

A Modern Working Environment 

Dispatchers operate in an ergonomically designed workspace equipped with height-adjustable desks featuring heated surfaces, wireless communication headsets, and a large display wall providing a comprehensive real-time overview of events across the city. 

Integration with the ZÁCHRANKA Application 

The Medical Operations Centre is fully integrated with the ZÁCHRANKA mobile application, enabling precise location transmission during emergency calls and 

allowing video communication when necessary, significantly improving situational awareness for responding crews. 

Life Begins on the Line 

Each year, operators provide telephone-assisted guidance during childbirth for an average of thirteen newborns, while emergency crews in the field assist in the delivery of approximately fifty additional babies annually. 

Education and Professional Legacy 

Long-time emergency physician MUDr. Ondřej Franěk authored the first national textbook for Emergency Medical Service dispatchers. The publication has become a foundational educational resource, helping train new generations of Medical Operations Centre operators throughout the Czech Republic.