MANAGEMENT

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 spent over 24 years in developing the Family Medical Practice business before launching Emergency Ambulance Service 9999 as a revolutionary step in emergency response and transportation.

He led our team to become the first medical provider in Asia to successfully perform complex ECMO evacuations (see Dr. Rafi’s TEDx talk at youtu.be/py3y3O8R9tE for details).

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.

IAN WILSON

Chief Operating Officer

With over to twenty years of managerial experience in the medical services industry, Ian has been a key figure in bringing 9999 from concept to reality. Starting from discussions on how FMP could add value to medical emergency transport in HCMC, Ian has moved to establish a business that could bring modern emergency response to the entire country.

“One of the key factors in the success of this project was having the right staff. They need to
be internationally accredited, able to multitask, have language skills and remain calm and
perform under pressure. We went through a rigorous process of interviews against our
selection criteria to land with the people that we have today—and they’ve exceeded our
expectations.

There are many challenges that we have to overcome, but it’s our goal to go nationwide one
day.”

EMD TEAM

Our Emergency Medical Dispatchers (EMDs) at 9999 are the unsung heroes of our entire emergency response operation. The first professional responders to receive emergency calls, these highly-trained call-takers 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.

MARVIN MESINA

 9999 Alarm Center Manager 

Marvin Mesina has been working in this field since 2007, within the Canadian ambulance service Urgences-Sante in Montreal and Pilipinas911 in the Philippines. He joined 9999 to assist with the alarm center’s needs in regards to call-taking skills and phone triage using the ProQA system.

“EMDs are the first exposed to an emergency situation whenever the phone rings. We provide reassurance to patients that proper help is on its way to assist them. We can provide appropriate medical instructions over the phone for any emergency scenario, from controlling bleeding to instructing in childbirth and CPR.

As our service has grown, there has been a lot of improvement in terms of both facilities and the numbers of calls. It gives us a sense of continuing advancement in the emergency dispatch field here.”