If this is life-threatening, call 112 (national emergency) or 119 (medical emergency / ambulance) first. 112 is the national emergency number in Indonesia; 119 is the public health emergency line (PSC 119) for ambulance and medical dispatch. Make that call before you contact us. Once help is moving, message the desk and we take over the coordination around it.
Step 1 — Decide whether this is dispatch
Unconscious or hard to rouse, breathing abnormally, heavy bleeding, a seizure, signs of a stroke or heart attack, severe chest pain, a serious crash, a suspected overdose, a serious burn: dial 112 or 119 now. Do not search, do not ask reception, do not message a desk first. If you are unsure, treat it as dispatch. The cost of over-calling is small; the cost of under-calling is not.
Step 2 — Fix the location
Wherever the case is going, someone has to find you. Share a location pin. Name the nearest landmark a local would recognise. Say which side of the road the gate is on, whether there is a gate code or security post, and how far down the lane you are. Give a phone that will be answered. If two adults are present, one waits at the gate with a light.
Step 3 — Split the work
If there are two of you: one stays with the patient and handles the emergency call; the other handles coordination — destination, transport for everyone else, insurer. Done in parallel these cost the same as one call. Done one after the other they cost double. Agree this at the start of the trip, not in the moment.
Step 4 — Confirm the destination before travelling
For anything short of dispatch, do not simply head for the nearest facility. The department that matters may be full, imaging may be closed overnight, the relevant specialist may be away — and arriving somewhere that sends you on costs more than travelling further would have. Confirm by phone, in Indonesian, that the facility can receive this case now. This is the step we take on for you.
Step 5 — Call ahead, in Indonesian
Somebody should tell the receiving facility that a patient is coming and what the outline is, before arrival. A case reassembled at a busy counter from a frightened visitor’s English loses detail and time. This one step saves more than most people expect.
Step 6 — Own the paperwork from the start
Intake forms, a deposit that may be requested before non-emergency treatment, insurer notification which many policies require before treatment, and the guarantee-of-payment letter direct settlement usually depends on. At the end, an itemised receipt and a clinical note in English. Begin this at the counter rather than three days later, when the detail has gone.
What to prepare before anything happens
Photographs of passport pages, the insurance policy with assistance number and reference, current medication with doses copied from the packets, allergies and existing conditions, and your accommodation’s location pin with gate details. Numbers saved in the phone you carry: 112 and 119, and a bilingual coordination number beside them.
Where we sit in the protocol
Steps 4, 5 and 6, plus transport and interpreting — and step 1 never. We are not dispatch, not a clinic, not an ambulance operator; we do not employ medical staff and we do not give medical advice.
We publish a directory of listed facilities that carries its source and the date each entry was checked, and we withhold any direct line that has not passed two independent sources. Capability still changes by the hour, so while a case is live we confirm by phone, in Bahasa Indonesia, instead of relying on what a page said yesterday.
The same order, with the reasoning behind each step, is in what to do in a medical emergency in Bali; the numbers themselves are in Bali emergency numbers: 112 and 119.
To reach the desk: WhatsApp +62 811-2859-0000, or email sales@balipremiumtrip.com. Sanur Emergency is a non-clinical medical coordination desk in Bali, Indonesia. We hold no ownership or management interest in any hospital, clinic or ambulance service.
Rehearse it once, out loud
Read the six steps to whoever you are travelling with, agree who does what, and check you both have the numbers saved and the location pin screenshotted. It takes five minutes at the start of a trip. The value of a protocol is not that it is clever but that it is already decided, which is the only thing that helps in the ten minutes when nobody is thinking clearly.
Sanur Emergency is an independent medical concierge. We are not a clinic, hospital or ambulance operator, we do not employ medical staff, and we are not affiliated with any medical facility. All clinical care is delivered by licensed providers.