EMR 9999 has its origins in a move by Family Medical Practice to upgrade its ambulance fleet from simple patient transporters to modern, fully equipped mobile ICUs with life-sustaining capacities in line with international standards in emergency response. At the time, FMP’s management realized the lifesaving impact that these ambulances could have on the local community and made the decision to work towards establishing a privately-owned emergency medical transport system for the whole of Vietnam. The launch of EMR 9999 represents the first phase of that journey.
DR. RAFI KOT
CEO and Founder
Arriving in Vietnam in 1988 to design and implement primary healthcare programs for minority tribes in rural areas, Dr. Rafi has since spent over 22 years in developing the Family Medical Practice business before launching EMR 9999 as a revolutionary step in emergency response and transportation.
The EMR 9999 program is extremely important to us. Emergency and trauma have always been at the heart of our operations and medical services. Having received many questions and requests for improved emergency response, we introduce this service in answer to public demand.
This is the first time that we have decided to reach out to the patient with all our systems, just as it is done in OECD countries. We have invested a great deal of time, planning, software and human resources into making this happen.
Operations & Business Development Director
With close to twenty years of managerial experience in the medical services industry, Ian has been a key figure in bringing EMR 9999 from concept to reality. Starting from discussions on how Family Medical Practice could viably employ its first-class ambulance fleet to add value to medical emergency transport in Ho Chi Minh City, Ian has pursued a vision to establish a business that could potentially bring modern emergency response to the entire country.
As we put the pieces together with the alarm centre and the ProQA software system, we realised that one of the key factors in the success of this project was having the right staff. They would need to be internationally accredited, be able to multitask, have a number of language skills and be able to remain calm and perform under pressure. If you talk to these kinds of people worldwide, you’ll realise what a stressful job this can be. We went through a rigorous process of interviews against our selection criteria to land with the eight people that we have today. – and they’ve exceeded our expectations.
There are many challenges that we have to overcome before we get there, but it’s still our goal to go nationwide.
Our Emergency Medical Dispatchers (EMDs) at EMR 9999 are the unsung heroes of our entire emergency response operation. The first professional responders to receive emergency calls, these highly-trained calltakers need to exercise control from a distance in situations that can be tumultuous, frightening, upsetting and bewildering while themselves keeping a level head as they record information, organize medical teams, and make decisions where life hangs in the balance.
Our EMDs are selected for being efficient, adept at multitasking, and trustworthy. Because their work within our emergency response service often places them in the middle of life or death situations, our requirements of them are stringent and rigorous – while at the same time, our respect and admiration for them are unwavering.
Alarm Center Manager
Our EMD team is led by Marvin Mesina, who has been working in this field since 2007, mostly based within the Canadian ambulance service Urgences-Sante in Montreal. Immediately prior to joining the team at Family Medical Practice, he worked for Pilipinas911 in the Philippines, where he managed the call center. In June of 2016 he joined EMR 9999 to assist with the alarm center’s needs in regards to call-taking skills and phone triage using the ProQA system.
As an EMD, we are the first exposed to an emergency situation whenever the phone rings. We try to get as much information as we can from the caller so that we can send the most appropriate response team. An EMD needs to always stay calm during a call, no matter how stressful the situation might be. We provide reassurance to patients that the proper help is on its way to assist them. We are also multitaskers, because while we do our medical triage over the phone by asking a series of questions, we simultaneously relay that information to our ambulance crew to accelerate the response time. Even though we work at a distance to the patient, we still help them by providing appropriate medical instructions over the phone. These instructions can vary from how to control bleeding to giving instructions in childbirth and CPR.