VFRs’ experiences of being dispatched to suspected OHCA were concluded in the main category, ‘Desire to save lives and help others’. The results showed that VFRs had a genuine desire to contribute to saving lives in a rural area experienced as especially vulnerable. Regardless of the circumstances, they were prepared to leave everything behind and act for the best for the victim and their family members. In their missions, they were guided by ethics when they acted in complex and challenging circumstances. In the presentation of the results, sub-categories (see Fig. 1) are interwoven in the description of the generic categories.

Fig. 1

Overview of the findings; main category, generic categories, and subcategories

Being motivated and prepared

Being dispatched as a VFR in a rural area awakened a sense of responsibility for one’s fellow human beings. VFRs described a genuine will to help and felt proud to be a VFR. A need to back each other up was described due to the knowledge that it could take a very long time before the ambulance would arrive to the scene. Other motivational reasons to be a VFR included personal experiences and a wish to use their education and experience in CPR to contribute to the community. The possibility to be involved and help save lives was perceived as leading to feelings of ‘satisfaction’, ‘well-being’, and ‘pride’. However, not being able to accept a mission could lead to ‘feelings of guilt’, and disappointment was described when a VFR arrived on the scene and was not needed. Despite this, they expressed a motivation and will to continue to serve as a VFR.

“The motivation is simply to be able to make an effort to help my fellow human beings or your fellow human beings and with the competence and experience I have, it feels good to share, and it is, even if it doesn't always go the way you want when you get out, it still feels good, but I was there, I took care of the victim, I took care of the family members afterwards…I would be extremely frustrated if I knew that 100 m from home someone collapsed and had a cardiac arrest, and no one did anything.” [Participant 2].

Being a VFR required an awareness and preparedness that the victim could be someone you know, a close friend, a work mate, or even a relative. In rural areas, everyone knows each other, which could mean even upon first seeing the address on the mission, they could assume they knew to whom they were going. It was experienced as emotionally challenging to perform CPR on a victim they knew, but knowing the victim could also be an advantage, as they could support the family members, both during the OHCA and later on.

“Then I got the mission on my mobile phone and my wife looked at the phone and she said the address which was up here in village on the xx street where we have our friends and then I said it must be at the home of (name of the friends) …because you live in a smaller village, you know quite a lot of people here, so there is a big chance you will arrive to someone you know… I'm leaving to do something useful, I can't go out and think, if it's my old work friend or something like this, you're so focused on what you want to do.” [Participant 8].

VFRs expressed a need to be prepared to act in complex circumstances, including ones involving blood, violence, nakedness, unpleasant smells, and sounds. Sometimes they were required to take care of hysterical family members and frightened children. VFRs felt that they also needed to be prepared to manage situations other than OHCA, such as people affected by alcohol and people with panic disorders. They experienced that COVID-19 pandemic totally changed the circumstances of the mission, but most VFRs were ready to risk being infected, even before the mass vaccination began. To increase preparedness, some VFRs bought a kit with gloves, hand hygiene gel, and a pocket mask to use when dispatched.

“The first thing you should think about when you enter the door so when you don't know how people react, that you are clear and introduce yourself and tell them why you are there, I'm here because of a cardiac arrest or I'm a VFR…I usually try to say it before I enter the apartment, because otherwise it can get, it can get very crazy and wrong, even if you are there to help.” [Participant 7].

Having strategies to undertake the mission

The participants described different strategies to undertake the mission. The decision to accept or reject the mission depended on conditions related to local knowledge, previous experience, and personal circumstances. Local knowledge affected decisions through understanding the infrastructure and the service in the municipality of this region (if firefighters are available full-time or part-time, whether there is access to FIP, and the distance to the nearest ambulance and/or hospital). The distance to the scene was described as crucial in whether to accept or reject the mission and long distance and poor local knowledge could lead to rejecting the mission, as VFRs were aware of the importance of time in delivering CPR. VFRs described the application as unreliable, since the distance to the scene in real life was sometimes much longer compared to what was shown before accepting the mission. A possible improvement could be to get the address directly in the application. Local knowledge affected the strategies guiding which missions to accept, and missions out in rural areas were prioritised. They experienced considerably fewer VFRs arriving the scene in rural areas and sometimes they were completely alone. They wanted to know how many VFRs had been dispatched and how far away the ambulance was, which together influenced their strategies in undertaking the mission. Other suggested improvements were to be able to check whether the application is working correctly and to choose which times of day the application would be active, since VFRs wanted to receive missions, even at night.

Personal circumstances that affected their decision could include whether one had someone who could take care of one's children or access to suitable vehicle, depending on the distance to the scene. VFRs stressed the importance of not being tired when arriving to the scene, which often resulted in taking the car despite the proximity of the scene. Another thing affecting whether to accept or reject missions was whether VFRs were at work. Some VFRs could accept the mission at work, as their employers had a positive attitude toward VFRs.

“If it is inside the smaller village, then I will not drive, then you can say no, because I understand in advance that the firefighters are in that village and there is often an ambulance stationed in that village too, so I see no reason to drive there…the smaller village has no ambulance on site…I always drive there…I don't think there is a fire department on site…so I feel that it is more important to drive there and then above all, the most important thing is, I live in the middle of the forest…if there would be anything around here where I live…if there were to be a mission out in the woods where we live, then I might need to help for real and the same in the small village, I might be able to get there first.” [Participant 3].

VFRs sometimes involved their own family members or other persons close to them in their strategies to undertake a mission. This could mean getting help with practical things so as to be able to leave as fast as possible, to drive, or to help find the right way to the scene. Driving to the scene could be described as a ‘fight’ between driving fast and driving safe, both of equal importance. Thanks to their local knowledge, VFRs knew where to drive faster and where to slow down, but it could still be challenging to both drive and navigate by map. Therefore, voice guidance was suggested as a potential improvement. When arriving at the scene, parking the vehicle was an important part of security to ensure accessibility for ambulance personnel and firefighters.

“My family…know exactly what applies…someone disconnects the electric car, someone takes out my car keys while I'm putting on my shoes, it becomes a chain reaction, everyone knows what to do…the daughter went out and disconnected the car, we all helped each other.” [Participant 5].

VFRs described different strategies regarding whether to bring an AED to the scene. Their decisions depended on their local knowledge (knowing where to find an AED, if it was in a locked place, knowing that the FIP is standby, or whether firefighters are stationed near the scene and always have access to an AED). They were determined to go directly to the scene to commence CPR and not ‘waste time’ by bringing an AED. The only exception was if the AED was on the way to the scene; then no time was lost. The decision to not bring an AED led to questions about whether commencing CPR or getting the AED was more important. VFRs described situations where they could not get the AED because it was under lock and key, or they were not allowed to take it as neither the VFR nor application were known. This caused frustration and led to reluctance bringing an AED next time. The suggested improvements were having several available AEDs in rural areas, the ability to unlock the AED-locker with the application, and to further develop the application so it can alert the VFR when they are driving close to an AED.

“It's just one tool in the toolbox, the AED, the other tools are chest compressions and mouth-to-mouth ventilation…and it's not always possible (time) to bring up these public AED…and then I know that the firefighters are alerted to OHCA and medical missions, but not everyone is aware of it …and then not all places (municipalities) have part-time FD or full-time FD at home either, it may be a long drive before they are there, and it would be a little easier if there had been AED in more places.” [Participant 2].

On the way to the scene, the VFRs mentally prepared themselves to act. They wondered whether it would be an OHCA and whether the environment would be safe. They described how they mentally repeated the CPR logarithm. The possibility of contacting an emergency medical dispatch centre to get support and advice when needed on the scene was described. The VFR suggested that the application should provide information about security and changed circumstances; e. g. when CPR is no longer needed. Introducing themselves as VFRs and asking if help is needed was important when arriving at the scene, as this gave them legitimacy to act.

“When you are going to the mission, you are fully focused on commencing CPR. I rehearse 30:2 a couple of times before I arrive and try to slow down my breathing because you can be quite breathless in such a situation when you know that it is minutes, so you take a few deep breaths, so you don't seem stressed when you come to the person in need.” [Participant 1].

Acting to the best of the victim was the priority at the scene. When first arriving, the VFRs began by assessing the victim and, if needed, commencing CPR as quickly as possible. When several VFRs already were on the scene, it was described as important to ensure the quality of ongoing CPR and either correct it or switch roles with the other VFRs and sometimes also act as a leader. When there were other VFRs, ambulance personnel, or firefighters involved, some VFRs chose to turn back immediately, while others decided to stay or leave depending on whether there were enough resources on hand. If there only was one ambulance, they knew that they could need their help. Some VFRs always asked if help was needed, even when there were two ambulances, while others just turned back. The VFRs encountered some barriers to reaching the victim like locked doors, not knowing the port code, dogs at the scene, and, in a larger building, not being able to find the victim.

“Then it's important to commence CPR, everything else is uninteresting at that moment, unless it's someone, what can you say, they're lying there with electricity in them or they're lying in a bathtub…full of water… then you have to do another action first, but when you getting close (to the scene), the first focus is to commence CPR as soon as possible…that's the only thought you have in that situation. Then everything else can come afterwards, so there is always full focus on the patient.” [Participant 4].

Collaborating with others

VFRs described mostly good collaboration with others involved in the mission. This collaboration was characterised by trust and mutual respect, which was described as necessary in unpredictable situations, as every link in the ´chain of survival´ was experienced as equally important. Participants emphasised the importance of effective communication within the team (i.e., other VFRs, ambulance personnel, firefighters) and a lack of prestige in the collaboration, which made it natural for the VFR to take a step back when persons with higher competence arrived.

“When they (ambulance personnel) came I continued with the CPR because they tell me to continue with compressions, and I continue and they start connecting LUCAS, someone prepares drugs, and someone takes care of the wife and so on, after a while when they feel they have the situation under control, they take over.” [Participant 11].

Good collaboration at the scene was described as an opportunity to learn from and with each other, in order to learn how to act more appropriately next time. However, situations were described where the VFRs experienced being ‘pushed aside’, which led to feelings of not being good enough, and where they were pressured, by the ambulance personnel, to answer questions they were not able to answer.

To further develop knowledge, competencies, and collaboration, joint training and educational meetings for everyone included in the ´chain of survival´ were suggested. This would be an opportunity to learn through sharing experience and knowledge, and even a way to prevent the feeling of being ‘pushed aside’.

“Perhaps to somehow organise large meetings for VFRs, maybe some training…I think it would have been valuable…given even more, better quality…That it perhaps includes both information or training or something like that, from experienced and talented people, and that you meet together and talk to each other, exchange experiences, it could also be that ambulance personnel and firefighters might have some input… perhaps great knowledge could be exchanged between those active in the profession and VFRs.” [Participant 14].

Being ethically aware

VFRs described how they had to face and manage ethically challenging situations at the scene. One challenging situation described was to decide whether to commence CPR when the victim was assessed as obviously dead upon arrival at the scene and when the VFR felt that CPR would be futile. Some VFRs refrained from CPR due to ethical reasons, while others always commenced CPR as they felt the decision was not theirs to make. Not commencing CPR on an obviously dead victim was described as an act of respect for both the victim and the family members, as it would raise false hope in the family members, which was experienced as unethical. Sometimes they had to act against their own beliefs when the VFR decided not to commence CPR and the firefighters made the opposite decision. Among VFRs who always commenced CPR, this sometimes led to remorse. Another ethically challenging situation described by VFRs was being dispatched to a victim who has a palliative diagnosis. In those cases, it was important to listen to the family members and respect their will.

“We can't state that she's dead of course, but there, out of pure respect, I let her be…if it's been this long, I'm not going to start struggling with that poor aunt, when her son is standing there... I'm not allowed to say anything like she's dead or that, but out of pure respect for him and for her, then I don't start tearing into someone who's been lying for so long, I will not do it, even if, even if everyone says you are not allowed to (not commence CPR)…but it's personal ethics, it's like, it becomes completely grotesque to start doing something there.” [Participant 6].

Rejecting a mission was another ethically challenging situation. VFRs only rejected a mission when it was impossible for them to go, but despite this, it could lead to remorse, even in cases where they could explain their decision logically. Sometimes VFRs had to cancel a mission, after first accepting it, when the distance to the scene turned out to be too far. This was described as ‘cancelling a contract’ and led to thoughts about the victim, thoughts that someone may die because of their decision, and their lack of ability to accept that mission. All of this could lead to negative emotions and thoughts about the victim, how the victim fared, and if the situation would have turned out another way if they had had the ability to act.

VFRs expressed that during the mission, they sometimes received confidential, personal information about the victim and their family, that they otherwise would never have received. This could lead to feelings of exposure among the family members that the VFRs needed to manage. They conveyed the importance of being discreet and not talking about the mission with others. Some of them talked with their own family, while for others it was totally out of question. Participants expressed the importance of preserving integrity for the victim and their family members, as information in rural areas can spread quickly.

“This first (mission) I went to, she (the victim) was already dead, you think about it because you know the relatives, you usually have some kind of relationship with them. When you get home, you should not talk about it with your own family, you should not mention who you went to until it becomes official that the person is dead…I try to be quiet in any case, it can be a bit difficult not being able to talk about it…thoughts come up in my head, did I do the right thing…it's not stated anywhere in the app, but for me discretion is important…I think it is very important that you don't talk about it widely, especially not in such small villages, it is not in my mind that you would start talking about it.” [Participant 10].

Supporting the family members

Supporting family members was seen as a natural part of the mission and concerned both practical and emotional support. Practical support included taking care of children, giving information, informing other relatives, giving a ride to the hospital, and explaining the situation. This support sometimes also involved making contact with other important persons for the victim’s family members; e.g., school counsellors or social services in the municipality.

“I mean it's traumatic when your husband is affected, for his wife who has to stand next to him and watch, she needs all the comfort in the world and it's not certain that she will be allowed to come with the ambulance either and it may be that she will come along, but she can't get home, so you have to stand up for the person who is next to her, you may have to call children and so they will find out, it has to happen, the ambulance staff can't handle that part, they have to save the person in question in the first place.” [Participant 12].

The emotional support adapted to the situation could include distracting, calming, offering a sense of safety, and staying at the scene as long as the family members wanted them to, even after the ambulance had left. VFRs described the importance of listening to the family members and respecting their decisions if they wanted to stay next to the victim during CPR or if they wanted to leave the room. In conversation with the family members, they chose their words carefully, as they did not want to evoke false hope. When the VFR was known to the family members, it could mean that they were forced to manage complicated situations such as conflicts within the family. Leaving one´s name and phone number was a way to give the family members a possibility to make contact. Someone even tried to return to the family members the day after, to support and offer answers to questions.

“Then the ambulance came and then it became natural that I took that role and talked to her (the victim’s wife) and explained a little what the ambulance personnel were going to do and asked if she had someone she wanted to call, I took on that role instead…as a VFR you can do other things around, as in this case, taking care of a family member or other things around, especially when you are in a rural area…in a city, you are close to everything but here you have a long way to the ambulance, so I feel a greater responsibility to go to those missions, a greater commitment to go to these missions than if it were in the city, where you can easily have a feeling that someone else can do it, but here I feel maybe it's just me, maybe there's no other VFRs around so you feel a bigger…that maybe it depends on me, in a positive meaning, that I can really make a difference.” [Participant 15].

Coping with the mission

VFRs described uncertainty as to whether the victim survived and a desire to know how the victim was doing. Although they sometimes tried to get this information from others, it was difficult, as it brought relief and happiness if the victim had survived and powerlessness and sadness when the victim died. The positive emotions were enhanced when the VFR met survivors in the community. The negative emotions could linger for a long time, and they were reminded of them every time they met the family members.

Most VFRs were aware of the possibility to receive support in the region but did not feel that they needed it. However, they emphasised the importance of debriefing to be able to leave the mission behind. They wanted to know whether they could have done something different in a particular situation. Different ways of coping were described, such as talking with others engaged in the mission, talking with one’s own family, or debriefing together with the firefighters. They expressed that the trust and safety they experienced within the chain contributed to coping as they often know each other in the rural area. Some of them chose to process the mission by themselves, even if it could take some time. Returning to the victim’s family members was also described as a way of coping with the mission.

“We had each other's support…we sat and talked about what had happened…everyone did what they had to, gave everything all the way then it is, I think, if things come up, well, let it, I'm not afraid of having flashbacks, or other things that come like discomfort, that’s the way it is…it may come when it comes, it's like a normal crisis, it appears less and less.” [Participant 13].

VFRs suggested that a way to both support each other and to improve the ´chain of survival´ was to arrange meetings between all involved. The meetings could include team lectures, e.g., crisis and coping, CPR training, practical training together with firefighters, research updates, and opportunities to share knowledge and experiences with each other. Those meetings could be a safety net, a way to find those who needed more support.

“There is no possibility that the healthcare system should be able to follow up on all small missions and call them and ask how they are, but on the other hand, you could arrange, perhaps twice per term, arrange some kind of reconciliation lecture…that thing with coping mechanisms and how to handle a crisis and create an understanding, just such a thing, so that you might have a little basic discussion where you can talk and air some thoughts, and experiences, maybe it's enough to feel like you're not alone, even if this is damn uncomfortable.” [Participant 7].