• Ambulance Service
  • Healthcare Coordination Service
  • Mobile Healthcare Service
  • Nesma’ak Patient Contact Center activity 2016
  • New patient referrals managed: 422,065
  • Calls processed: 700,064
  • SMS appointment reminders sent: 1,500,000+
  • National Health Strategy response targets 2016
  • Within 10 minutes for 75% of calls in urban areas (Doha) 95.21%
  • Within 15 minutes for 95% of calls in urban areas (Doha) 99.55%
  • Within 15 minutes for 75% of calls in rural areas (Outside Doha) 98.32%
  • Within 20 minutes for 95% of calls in rural areas (Outside Doha) 99.64%
Call volumes 2016: 239,782 2015: 210,298

Technology to improve fleet management

In September 2016, the Ambulance Service went live with a state-of-the-art information technology system aimed at enhancing the way in which the service manages its non-emergency calls. The new technology, the CareMonX Patient Transport Services Computer Aided Dispatch (CAD) and CareMonX Mobile Data Terminal systems, manages all call-taking, triaging and dispatching activities for scheduled services involving patient transport and Mobile Healthcare Service home visits throughout Qatar. With the go-live of the CAD system, the service is able to track ambulance units more accurately, allowing better management of capacity in real time.

New patient transport vehicles

The Ambulance Service introduced 20 new high-tech patient transport vehicles as part of its non-emergency fleet. The new vehicles provide patients with a more comfortable and pleasant experience as well as advancing the quality of medical care that ambulance crews are able to offer. Ensuring the highest level of patient comfort was central to the design of the vehicles. Wide windows with lower frosting offer patients an enhanced outside view, fridges to accommodate water are installed - especially beneficial for dialysis patients - while a climate-controlled passenger compartment, USB charging points and WiFi hot spots all enhance the patient experience. As well as improving patients’ comfort, the new vehicles are fitted with state-of-the-art medical equipment, including multiple oxygen sources, and have the ability to transfer two patients together.

Electronic patient record

An electronic patient clinical record has been introduced to the Ambulance Service to improve the way in which patient information is communicated between clinical teams. The electronic patient clinical record enables clinical information about the patient’s condition to be sent through by our paramedics to the hospital receiving team while the patient is still being transported in the ambulance. Then, on arrival at the hospital, the receiving nurse is able to scan the barcode on the electronic patient clinical record and the patient’s data is automatically added to the Clinical Information System. The end result of these new technologies is more efficient and effective service for our patients.

Patient Recovery Center

In 2016, the Ambulance Service took over the management of the Patient Recovery Center at Bayt Al Dhiyafah in Doha. The center has 60 beds distributed across 20 shared rooms and provides an important service for discharged patients who no longer require acute medical intervention, but do need continuity of care and additional recovery time before returning home. Within the center a team of trained nurses is available 24 hours a day to care for patients and to deal with any queries or concerns which may arise. A daily consultant-led ward round is completed each morning by a Mobile Healthcare Service Consultant, along with the nursing team. The Patient Recovery Center provides a vital service for Hamad's hospitals, enabling them to use available beds in the center to free up space in inpatient wards.

Nesma’ak Patient Contact Center

The Nesma’ak Patient Contact Center, operated by the Ambulance Service, provides two separate service lines. The first is the Referral Booking Management System, the patient’s initial point of entry into Hamad’s healthcare system. The system handled 422,065 new patient referrals and processed 700,064 calls from patients, family and staff throughout 2016. The Hamad Patient Contact Center is the secondary unit, providing patients access to Hamad’s services by scheduling appointments in the outpatient departments.