Ambulance Call and Case Reporting: From First Contact to Hospital Handover

When someone calls a licensed private ambulance service in Turkey, a regulated workflow begins immediately. Articles 16, 17, and 18 of the 2025 Ambulance Regulation define exactly how calls must be handled, how dispatch works, and what documentation the crew must complete. [1]Source: Ambulances and Emergency Health Vehicles Regulation (OG-8/1/2025-32776) — Republic of Turkey Ministry of Health

Step 1: Receiving the Call (Article 16)

A call can be made by the patient, a family member, or a third party — either in person or by phone. In certain situations, SKKM (the Health Command and Control Center) may also dispatch a private ambulance crew directly.

Step 2: Call Assessment and Accept/Decline (Article 17)

The call handler (çağrı karşılayıcı) evaluates the call against the service's current capacity, crew qualifications, and equipment status:

• If accepted → case opened and dispatch confirmed
• If declined → the caller must be told exactly how their need can be met elsewhere

The regulation does not permit a simple "we can't help" response without redirection guidance.

Step 3: SKKM Notification via ASOS (Article 17/2)

The moment a call is accepted and dispatch confirmed, the case must be opened in ASOS and SKKM notified. The case tracking begins here and continues until the mission is closed.

Step 4: Crew Response (Article 18)

The ambulance crew travels to the patient's location, provides the required emergency care or transport, and ensures the patient's safety throughout. The crew member who is not driving remains in the patient compartment at all times during transport.

Step 5: Case Record (Annex-12 Form)

The crew records every action in the ambulance case record form (Annex-12) via the mobile device. This includes:

• Patient demographic and condition data
• All interventions performed
• Timestamps for departure, arrival, and handover
• Destination hospital and receiving team details

If the mobile device is unavailable, the form is completed on paper, then scanned and uploaded within 24 hours.

Step 6: SKKM Closure (Article 18/4)

The completed case record is submitted to SKKM for approval within 24 hours of the mission. Only after SKKM approves does the case close in ASOS.

Frequently Asked Questions

What if Nova Ambulans cannot take my call right now?

If we are at capacity, our call handler will tell you clearly what alternative options are available — including 112 — and how to reach them. We do not simply decline without guidance.

Is the case record accessible to the patient?

Patients have data subject rights under KVKK. You may request access to your case record by contacting our responsible manager.

What is the role of the consultant physician during a call?

During business hours, a consultant physician is present in our call center to advise on case management. Outside business hours, the physician is reachable for consultation (Article 15/1).

Related Posts

• What Is ASOS? Emergency Health Automation System
• What Is SKKM? Health Command and Control Center
• Ambulance Personnel Duties and Responsibilities