24 Hour Assistance
+65 6570 2552

 

 

PROVIDING TRAVELLERS WITH PEACE OF MIND FOR OVER 20 YEARS

EMA GLOBAL, a pioneer in the assistance industry is a leading provider of air ambulances and medical flights. We offer unparalleled medical care and bedside-to-bedside transportation and have some of the most experienced air medical teams in the industry. With extensive networks across the globe, EMA GLOBAL delivers a seamless transport experience to our customers regardless of location. Help is just phone call away!

 

24 Hour Assistance
+65 6570 2552

 

 

PROVIDING TRAVELLERS WITH PEACE OF MIND FOR OVER 20 YEARS

EMA GLOBAL, a pioneer in the assistance industry is a leading provider of air ambulances and medical flights. We offer unparalleled medical care and bedside-to-bedside transportation and have some of the most experienced air medical teams in the industry. With extensive networks across the globe, EMA GLOBAL delivers a seamless transport experience to our customers regardless of location. Help is just phone call away!

FREQUENTLY ASKED QUESTIONS

 

1. CORPORATE FAQ

 

Q. When was EMA GLOBAL founded?
A. EMA GLOBAL (originally Express Medical Assistance) was established in 1995 to provide medical evacuations and repatriation services. For more information please visit the "About Us" section of our website.

 

Q. How did you come up with the EMA GLOBALname and logo?

The EMA GLOBAL logo comprises a wordmark, a globe with a curved stroke and a medical cross symbol.

The globe represents our international presence across many nations. It also connotes transportation from and to various cities, countries and continents throughout the world. The globe is also represented with intersecting strokes, forming longitude and latitude lines. This symbolises a global web of partners, establishing EMA GLOBAL as an international medical assistance provider, always ready to respond to every patient, in every situation.

These strokes also signify the comprehensive approach EMA GLOBAL takes in handling all situations – from the precise and accurate diagnosis and structured transfer to cater to specific patient conditions, to the routine and stringent handling of all flights and medical equipment for optimum operational capability.

The arc curved across the globe represents international transportation to the different parts of the world, a key professional expertise which EMA GLOBAL provides. The arc is curved upwards, signifying growth, progress and advancement and a holistic betterment of the brand.

The medical cross distinctly represents EMA GLOBAL as a provider of medical evacuation, services and expertise.

 

Q. Where is EMA GLOBAL's headquarters?
A. Our headquarters and 24/7 Alarm Centre is located at Farrer Park Medical Centre, #15-18 Farrer Park Medical Centre, 1 Farrer Park Station Road, Singapore 217562. In Singapore, we also have premises at the following locations:

Medical Hospital (Mount Elizabeth Medical Centre)
3 Mount Elizabeth #15-05, Mount Elizabeth Medical Centre, Singapore 228510

Administrative
#08-34 A 'Posh Bizhub, 1 Yishun Industrial Street 1, Singapore 768160

Flight Operations Office
#08-34 A 'Posh Bizhub, 1 Yishun Industrial Street 1, Singapore 768160

Q. How do I apply for a job at EMA GLOBAL?
A. Please visit the "Careers" section of our website to access information on career opportunities.

 

 

2. GENERAL FAQ

 

Q. What services does EMA GLOBAL offer?
A. We provide worldwide medical evacuation and repatriation services as well as medical assistance for travellers abroad. We also offer pre-travel medical advice, medical concierge services and medical services such as medical evaluation and medical monitoring.  We also offer a Membership program for frequent travellers. 

 

Q. What is a medical evacuation?
A. A medical evacuation is a medical-assisted transportation of a patient from one location to another for emergency medical treatment. A medical evacuation moves the patient from a facility that is inadequate for treatment to a hospital that is better suited to give the patient the most appropriate medical care.

 

Q. What is your geographical coverage and network?
A. EMA GLOBAL offers air ambulance transfers to destinations worldwide.   We have extensive experience in international evacuations around the world. We can arrange for our medical team to transport the patient on a long-range aircraft or as a more cost-effective solution, arrange for a stretcher to be placed on a commercial aircraft. EMA GLOBAL has evacuated patients from Singapore, Guam, Japan, Europe, the Middle East, and Central and South America and many other countries throughout the world.

 

Q. How much does a medical evacuation on an air ambulance cost?
A. The cost of an air ambulance evacuation is dependent on several factors. Among which is the location of the patient, the evacuation destination and the type of air ambulance available at that point of time. Other factors include the specialisation of the medical escorts and the medical equipment needed for the evacuation. We require the patient's medical reports to determine the best arrangement for the patient.

To provide you with an accurate quote, we require the information mentioned above before we can determine the actual cost of a medical evacuation. For assistance, please call us at +6570 2552 for a quote. 

 

Q. Will the cost of the air ambulance transport be covered by my insurance?
A. Most travel insurance products include coverage for medical evacuation. However, as we are not in the insurance business, we are not equipped to provide you with a comprehensive answer. Please check with your insurer on coverage details, especially with regard to terms, conditions and exclusions of your policy.

 

Q. What form of payment does EMA GLOBAL accept?

A. We accept payment by cash, bank transfer and credit card (Visa, MasterCard, Union pay, JCB, American Express).

 

 

3. MEMBERSHIP FAQ

 

 

Q. What does MERP stand for?
A. MERP stands for Medical Emergency Response Program. MERP is a product of EMA GLOBAL, designed to provide 24/7 support and assistance for travellers in the event of a medical emergency requiring professional intervention. It is a worldwide program with no geographical limits.

 

How did the MERP Membership get started?
A. EMA GLOBAL's Medical Emergency Response Program (MERP) is a culmination of over 20 years of experience in providing emergency medical assistance services.  MERP was designed to provide medical assistance services for travellers around the world, around the clock.  Additionally, because the cost of medical transportation can be costly, a membership program assists families with costs and alleviates financial burden.

 

Q. What is the benefit of MERP and what is included in my Membership?
A. The MERP membership offers travellers several important benefits.

In the event of a medical evacuation or repatriation, MERP Members do not have to be worried about the cost of transportation as the cost is covered as a membership benefit within the terms and conditions of the program. Furthermore, as MERP is a worldwide program with no geographical limitations, Members who subscribe for this service are entitled to call for help wherever they are.

MERP Members are also entitled to pre-trip medical advisory services, advisory medical services at destination, medical emergency services, emergency medical evacuations or repatriations and family care. You will also receive a customised procedural guide on what to do in the event of an emergency medical intervention. Please refer to the Scope of Services section on our website for more information.

Members or their family can arrange the treating doctor to have a medical conference with MERP Medical advisory team.

 

Q. What type of MERP Membership do you offer?
A. We offer a choice of two types of Membership; individual or family. 

 

Q. What constitutes a family membership?
A. Family Membership refers to parents and children age below 21.

Q. How do I apply for MERP Membership and how quickly does it become effective?
A. Following successful on-line enrolment, including clearance of credit/debit card payment, Membership will become effective on the next working day. In the event of new Members requiring cover to take effect same working day, please apply manually to us via admin@emaglobal.com.sg during office hours.  

 

Q. What happens if I need a medical evacuation and I am not an EMA GLOBAL MERP member?
A. EMA GLOBAL will assist non-members in arranging for medical transport but the cost of the evacuation will be borne by the patient. Payment must be made before EMA GLOBAL can proceed.

 

Q. Does my MERP Membership cover my family members?
A. Only family members that are registered under MERP will be covered.

 

Q. If I were in an accident, how would anyone know I am a MERP Member?
A. Make sure that your family members and emergency contact person is aware you have a MERP Membership. In the event of an accident, we will contact your emergency contact person and notify them first.

 

Q. How does a MERP Member notify EMA GLOBAL when they need assistance?
A. On the front of the MERP Membership card is EMA GLOBAL's contact number. EMA GLOBAL's Alarm Centre is available 24 x 7 x 365. There is no need to hesitate calling once a Member is hospitalised, even if the member is not certain of the severity of their medical condition.

Q. Is there a limit to the number of medical transports I can have in a year?
There is no limit to the number of transports a Member is entitled to in a year. Each transport is handled the same way.

 

 

4. AIR AMBULANCE EVACUATION FAQ

 

Q. When will I require an air ambulance?
A. Patients that need to be transported long distances and require life support and/or are unable to sit upright in a commercial airliner will require an air ambulance. Some of the patients EMA GLOBAL typically transports on an air ambulance include:

  • patients injured while on vacation needing to be flown home;
  • patients with serious medical conditions needing transportation to a medical centre that has capabilities unavailable locally;
  • chronically-ill patients who want to relocate closer to family members; and
  • patients who are traveling and become ill or injured requiring emergency evacuation back to their homeland. 

 

Q. How much notice or advance time is required to make flight arrangements for the patient?
A. Flights can be scheduled the same day as the initial phone call. If you need an urgent transportation, please call us immediately and we will start making the appropriate travel arrangements.

 

Q. What does "bedside to bedside" medical transport mean?
A. To ensure continuity of care and service, EMA GLOBAL's medical team is with the patient from the very beginning and stays with the patient for the entire journey. Our team meets with the patient at the discharging facility and stays with the patient on the flight and until arrival at the receiving facility. Our team also accompanies the patient in the ground ambulance to the tarmac, constantly monitoring the patient's condition while offering comfort and support. EMA GLOBAL's medical team will also brief the receiving medical team to ensure they are up to date on the patient's current condition.

 

Q. What type of medical escorts does EMA GLOBAL provide?
A. Quality of care is our top priority. Typically, an ICU-trained flight nurse and physician attend to the patient on-board the aircraft. Staffing is determined after discussion among our medical panel. If warranted by the patient's medical condition, respiratory therapists, paediatric and neo-natal physicians, or perfusionists will be staffed.

 

Q. Do you have the capability to supply a neonatal or paediatric team to transport infants and small children?
A. Yes, our medical specialist teams are trained neo-natal and paediatric physicians and nurses and are equipped to take care of infants in incubators.

 

Q. Is EMA GLOBAL able to transport premature babies?
A. When premature babies are born earlier than expected they are particularly vulnerable and sensitive as not all of their bodily functions are fully developed. As such they need a warm environment, because they are not yet able to regulate their body temperature in the same way as adults do. To achieve this, they are placed into special incubators. If necessary, they can be artificially respirated and given infusions. If premature babies need to be transported from one hospital to another, it is vital that they receive continuous treatment and medical care. EMA GLOBAL uses special transport incubators that have been designed to allow babies to be treated under constant conditions and without interruption.

 

 

Q. What assurances are there that the aircraft is safe?
A. All of the air ambulances EMA GLOBAL use for medical transportation are registered in Australia and are based at Seletar Airport.  These air ambulances are regulated by the Australian Civil Aviation Civil Authority (CASA). They enforce very stringent regulations that outline pilot training and aircraft operation and maintenance. EMA GLOBAL ensures that all of our air ambulances meets or exceeds all of these guidelines. In addition, all of EMA GLOBAL's air ambulances are designed and equipped for all weather operation and have outstanding safety records.

 

 

5. Preparing for Flight FAQ

 

 

Q.  What do I need to prepare for before the medical transport flight?
A. The patient and all the accompanying passengers should have a valid passport and applicable visa. You need to decide on the date of medical transfer, the destination medical facility and the receiving physician of your choice. EMA GLOBAL offers assistance in selecting the choice of medical facility and treating physician.

 

Q. Can a family member come with the patient on board the air ambulance?
A. Up to three family members or companions are welcome to accompany the patient on the air ambulance flight. However please understand that the patient will always be the first priority and the following factors will have to be taken into account when deciding whether to let a family member on-board:

  • condition of patient
  • whether any special medical equipment which takes up extra space is required to be brought on-board the aircraft
  • whether additional medical escorts are required
  • whether there is seat availability.

 

Q. How long is the flight?
A. Flight times depend on the type of aircraft used, distance to the destination and changes in weather. We will be able to provide you with an estimate of the duration of your flight once all preliminary information is received.

 

Q.  How much luggage can I bring?
Please refer to EMA GLOBAL's policy on baggage under the "Baggage Policy" section of our site.

 

Q. Are meals served on the air ambulance?
A. Yes, we offer catered meals for family members and for patients if indicated. We will also try our best to accommodate special diets and requests.

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