Emergency Operations Centre (EOC)

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Emergency
operations
centre (EOC)

The EOC offers seamless service delivery to the South African public, medical scheme members, corporate clients, South Africans travelling abroad, and visitors to our country and continent.

What does the EOC do?

The EOC offers seamless service delivery to the South African public, medical scheme members,
corporate clients, South Africans travelling abroad, and visitors to our continent.

Emergency call management

Coordinating closely with various departments such as road operations, client services, jet and helicopter air ambulance services, a global network of associated service providers, and Netcare’s in-hospital case managers, the EOC can process over 55 000 local and international calls each month.

Equipped to handle your call

Our calls range from emergency medical evacuations by road or air and inter-hospital transfers, to telemedical support,
safety guidance, and general enquiries.

What sets us apart?

Our time-saving
technology

The EOC utilises leading location and dispatch technology to do the following:

Rapidly identify a patient’s location through their GPS
coordinates.
Automatically identify the 15 emergency vehicles nearest to the
scene.
Remotely route an ambulance to the scene through a personal
navigation device.
Speed up call management through the use of voiceless
communication.
Provide telehealth and virtual consultations.

Our state of the art facilities

The EOC offers seamless service delivery to the South African public, medical scheme members, corporate clients, South Africans travelling abroad, and visitors to our continent.

Emergency call
management

We offer our clients a telemedicine support line operated by experienced, registered nurses. They provide medical information and advisory services for emergency and non-emergency cases as well as medical scheme member education.

Customer
services desk

Our dedicated, customer facing desk deals with all service related enquiries, general queries, and resolution of the rare complaints we may receive. Our team makes use of an integrated user management system to record and process all calls.

Inter-facility
patient transfers

We have a team of professional, registered nursing staff members who are responsible for the effective case management of primary patient referrals, transportation and inter-facility transfers.

Critical care
operations

Due to the time sensitive nature and wide range of highly complex cases, our critical care operations form a dedicated 24/7 division, supported by registered nurses, emergency care technicians (ECTs) and on-call paramedics.

Medical Scheme EMS

Rapid road response

Our road ambulances and rapid response vehicles are one of the largest fleets in the country, and operate nationwide. The EOC dispatches the right vehicles at the right time to wherever they are needed.

Our reputable
aeromedical response

Our jet and helicopter air ambulances are coordinated by dedicated stations within the EOC using industry leading call and dispatch technology, so that our trained flight coordinators can manage any emergency within South Africa, Africa and the islands surrounding the continent, and internationally.

Commitment and care over decades

Whether providing care to stranded patients during public sector strikes by healthcare workers, evacuating and treating seriously injured victims of mining disasters, attending to crime and accident victims, or providing a reassuring presence on SA’s roads during the holidays, Netcare 911 paramedics have been out there for over 20 years, serving communities 24 hours a day, every day.

We continuously enhance our services through harnessing technology advances and honing our processes, so that we can attend to those in need in the shortest possible time with the best and safest emergency medical care.

Mac Netcare

Interested in a career
at Netcare 911?

Netcare 911 follows a transparent recruitment process to attract the best people. We are a values driven organisation that focuses on service leadership, staff engagement and developing our people. Our company culture is based on high performance and an empowering approach which encourages innovation and recognises employee achievements.

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