Croatian Institute for Emergency Medicine, founded by Republic of Croatia, is responsible for emergency medical services and telemedicine. One of the institutes performing the previously mentioned activity is located in Zagreb County and will be the basis of this work. Considering the exposure of outpatient emergency care workers to all kinds of infections and diseases, including SARS-CoV-2 infection, new ways, peculiarities of work through protocols/guidelines and epidemiological measures were introduced in order to protect workers from the increased risk of infection, which potentially affected the speed and the quality of providing assistance to the patients. Taking into account the period that preceded the pandemic (March 1, 2018 - February 29, 2020) and two years since the beginning of the pandemic (March 1, 2020 - February 28, 2022), this paper, based on data collected from E-hitna database, will show the impact of the pandemic on the work of the reporting unit, the quality of the work of the teams (both in the field and in the clinic) and the entire system of the emergency medical service, as well as specific working conditions (from the initial contact to the transportation of patients infected with COVID-19). By looking at the statistical analysis of the collected data, the first thing we can see is that the exit time (arrival to the patient) was slightly longer during the pandemic compared to the period before it. The duration of the call during the conversation with the reporting unit was also extended, either because of taking a detailed epidemiological history or because of sharing both medical advice and administrative recommendations. There is also a difference in the number of interventions and outpatient examinations, which are visibly fewer during the pandemic. Looking at the cardiopulmonary resuscitation figures, there is a greater number of interventions/examinations in which it was not performed, but the fact of an increased percentage of lay resuscitation attempts during the pandemic compared to the observed period before the onset of the COVID-19 infection is interesting.