Right to Information
You are informed in clear language about your health status, procedures to be applied, and transfer plan before and during transport. Our ambulance crew keeps you and your relatives informed throughout the process.
Right to Privacy and Confidentiality
Your personal health data is protected under KVKK (Law No. 6698). Medical information obtained during transport is kept confidential and shared only for the purposes and with the recipients described in our General Privacy Notice (www.novaambulans.com/en/data-protection).
Right to Safe Transport
In accordance with the Ambulances and Emergency Health Vehicles Regulation (OG-8/1/2025-32776), you have the right to safe transport with certified medical personnel and fully equipped Emergency Ambulances.
Right to Medical Intervention and Care
If your health condition changes during transport, our ambulance crew performs the necessary emergency intervention and you are directed to the most appropriate health facility in coordination with SKKM.
Right to Documentation
Pursuant to Articles 18 and 23 of the Regulation, all your transfer operations are recorded through ASOS (Emergency Health Automation System). You have the right to access your transfer records upon request.
Right to Fair Pricing
Pursuant to Article 27 of the Regulation, ambulance fees are determined by a commission chaired by the Provincial Health Directorate within minimum and maximum limits. Pricing information is provided before the service.
Right to Complaint and Appeal
If you are not satisfied with our service, you can apply to our responsible manager, the Istanbul Provincial Health Directorate, or the ALO 184 Sabim hotline. Your complaints are evaluated within the scope of audits.
Right to Companion
Per regulations, one family member can accompany you in the front cabin of the ambulance during transport. Newborns, infants and small children can be carried in the mother’s arms.
Legal Basis
Patient rights are guaranteed under the Ambulances and Emergency Health Vehicles Regulation (OG-8/1/2025-32776, amended: OG-24/6/2025-32936), Personal Data Protection Law No. 6698, Law No. 1219 on the Practice of Medicine, and the Patient Rights Regulation.
- Regulation Article 18: Duties and responsibilities of the ambulance crew
- Regulation Article 23: Record keeping and KVKK compliance
- Regulation Article 27: Pricing commission and fair pricing
- Regulation Article 26: Audit and sanction mechanisms
Have a Complaint or Suggestion?
Contact us for questions about your rights or feedback on our service quality.
95% of answered calls were picked up within 30 seconds (Karel switchboard, July 24 – October 22, 2026)
