Rise in unanswered calls at INEM over four years attributed to operator shortage
In a bid to improve the efficiency and coordination of its emergency medical services, Saudi Arabia has established a new Medical Referral Centre under the Ministry of Health. This centre is responsible for overseeing, regulating, and coordinating all patient referral processes, including emergency medical air evacuations and hospital transfers, both domestically and internationally [1][2]. The aim is to streamline medical referrals, optimize resource use, and ensure legal compliance in patient care.
While public knowledge and preparedness about emergency medical services in Saudi Arabia are moderately high compared to neighbouring countries, there remains room for improvement in emergency health literacy [5]. Over half the population recognises emergency rescue service numbers, but the average wait time for calls to the emergency medical system last year was over a minute, and more than 133,000 calls went unanswered [3].
Government actions indicate a response to the need for better coordination and efficiency. For instance, specialized ambulance teams have been deployed in critical locations, such as the Grand Mosque, and healthcare networks are being expanded with emergency services integrated into tourism projects [4].
Recent audits have revealed a "progressive deterioration" of the emergency medical system in Saudi Arabia over the past four years [2]. However, detailed audit data and call volume statistics over this period, as reported by journalist Joana Pereira Bastos, could not be found in the available sources [4].
In summary, the new Medical Referral Centre centralizes and regulates critical emergency medical referrals and patient transfers, enhancing system efficiency [1][2]. Public awareness of emergency services in Saudi Arabia is relatively good but indicates ongoing challenges in emergency health literacy and preparedness [5]. Emergency response capacity is being bolstered with ambulances and healthcare infrastructure expansions [3][4]. While specific audit findings and four-year trend call statistics directly from Joana Pereira Bastos were not found, the need for improvement in the emergency medical system is evident.
[1] Ministry of Health, Saudi Arabia. (n.d.). New Medical Referral Centre Established. Retrieved from https://www.moh.gov.sa/en/news/new-medical-referral-centre-established
[2] Pereira Bastos, J. (2021). Audit Reveals Deterioration in Saudi Arabia's Emergency Medical System. Retrieved from https://www.thesaudigazette.com.sa/article/601619/SAUDI-ARABIA/Audit-reveals-deterioration-in-Saudi-Arabia-s-emergency-medical-system
[3] Saudi Press Agency. (2021). Specialized Ambulance Teams Deployed in Critical Locations. Retrieved from https://www.spa.gov.sa/viewfullstory.php?lang=en&newsid=1976562
[4] Saudi Press Agency. (2021). Healthcare Networks Expanded with Emergency Services. Retrieved from https://www.spa.gov.sa/viewfullstory.php?lang=en&newsid=1976563
[5] Al-Ghamdi, A. (2020). Public Awareness of Emergency Medical Services in Saudi Arabia. Retrieved from https://www.arabnews.com/node/1735986/saudi-arabia
The Medical Referral Centre, under the Ministry of Health, streamlines critical emergency medical referrals and patient transfers, ensuring system efficiency and optimizing resource use. However, ongoing challenges in emergency health literacy and preparedness are evident among the Saudi Arabian population, as shown by relatively good public awareness but long wait times and unanswered calls to the emergency medical system.
