Ambulance Medical Service Pte. Ltd. - Ubi Rd 1

We got on call with an extremely unsatisfactory and rude service of their staff, Suvia Ong. While on the call, she stated there is an extra charge of $50 and we asked about reason for it. Mdm Suvia replied in dialect that "they don't need to fetch one" in reference to my grandmother. (aka they do not have obligation and if we do not like that price then its alright). Her tone was extremely rude and unprofessional. We proceeded to cancel the service, deciding to fetch our grandmother tomorrow instead and hung up but ended up being contacted by another male personnel. While we are not upset by the extra cost as we understood is due to after office hours, she was extremely rude as a customer service officer. Very disappointed by the call service provided. Otherwise the actual ambulance service was okay.

1. Extra charge We were charged $20 more for “last minute” booking - not sure if this is a standard industry practice, I made the booking @ 0907 hrs for same day service at 1450. It seems like the receptionist had made the decision for the extra charge at her own discretion. Later when the patient is ready for home, I called them and the same lady wanted to charge me another an extra $20 because it’s after 5 pm. I was not informed of this extra charge during booking although I have informed her earlier that we are uncertain of the completion time. 2. Confidentiality The ambulance staff had requested for the patient’s NRIC number and full name to issue a receipt. He was impatient when I asked him why. I gave him my mother’s NRIC as I do not want to argue further. The receipt has the patient’s full name, NRIC number and complete address. I am concerned of its confidentiality. I don’t understand why a private ambulance service receipt need to indicate the NRIC number? Is this required by law? Can someone kindly advise? 3. Service Standard I am happy with the ambulance staff performance.

Paramedics June and Roslee were very well-equipped and professional in their work. They were also very friendly and helpful and did not forget to smile while carrying out their duties. Thank you AMS for your commendable staffs!

We have engaged AMS Ambulance on 14/12/2019 to transport my mum from Changi General Hospital to the Funeral Parlour to visit my dad's wake. The engagement was from 5pm to 7 pm. One of your medic, Johnson told us that the medical team would need to change shift during this 2 hours. When my mum reached the Funeral Parlour, she broke down and cried profusely. Johnson was alert and calmed her, ensuring her oxygen support was functioning well. The other medic left when a replacement medic turned up. However, Johnson was still around. I reminded him it was his time to go off but he said it was ok to stay back and support my mum. Our family members was touched by his professionalism with a compassionate disposition. Furthermore, when he learnt that we need to purchase an Oxygen Tank for home usage, he advised us not to buy rather rent one. He also suggested to buy an Oxy-meter to measure my mum's Blood Pressure, Oxygen Intake and Heart beat. We truly appreciated this sound advise. Because of his dedication, we continue to engaged AMS ambulance for medical support for my mum today during my dad's Funeral Service in the Church. Again, he was empathetic towards my mum's medical situation. He knew when to push my mum into the Church so that she would not be too hysterical seeing my dad's coffin. We were very glad and grateful to Johnson and his colleague by standing beside my mum during the whole service. Hence, because of the fantastic service provided by Johnson and the team, we have also decided to use AMS' ambulance for my mum's discharge from Hospital soon. AMS has left us a deep and good impression. We will continue to use your service should the medical need arises.

Fast response and excellent service by Mr Seng and Mr Syamel who attended to my mother. As my mother blood pressure was decreasing, Mr Seng drove as fast as he could to reach the hospital. Mr Syamel handled the situation well.

Unbelievable bad service. Suppose 2 persons carried patient who having serious leg bone fracture with metal frame along back to the house but only one crew did it. The other person came to help was a Bangladesh cleaner. How can they allowed unauthorized person to carry the patient? They was recommended by SGH. We do not know this kind of service happening by ambulance paramedic. This was really bad. The crew did not do a proper job. Do not take this ambulance.

Syairul and Seng were very helpful and kind. They understood the condition of the patient well and acted accordingly, following protocol. They got my mother to SGH quickly and safely. Thank you. So much.

Great service provided by Sufian and Juraimi, for 2 way between hospital and home. Very attentive and helpful which make my mum medical appointment seamless during this covid period.