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.
In a medical emergency the slow part is rarely the treatment. It is the ten minutes spent working out who to call, whether they answer in English, and whether they can reach you. That is the gap this desk closes. Clinical care is delivered by licensed practitioners, whom we neither employ nor supervise.
The chain, step by step
1. First contact
One number, answered at any hour, in English or Indonesian. You get a coordinator, not a menu, and that coordinator stays with the case.
2. Non-clinical assessment
We ask the things that decide what happens next: where the patient is, precisely, with a landmark; a callback number; what happened and when; whether an emergency number has been dialled; whether the patient can move; what languages are in the room; and what insurance or means of payment exists. None of that is a diagnosis. It decides the destination and the vehicle.
3. Facility choice
Nearest is not always right. A facility can be close and still be wrong if the department that matters is full, the specialist is away, or imaging is closed until morning, because a second transfer later costs more time than going to the right place first. The criteria we apply are in how to choose a hospital in Bali.
4. The call in Indonesian
We telephone the receiving facility and pass on what is known, so the team is expecting a patient and the story is not reassembled from a frightened visitor’s English at a busy counter. This is also where we learn whether they can receive the case now.
5. Transport
Either an ambulance through the emergency numbers or a hospital that runs its own, or a private car with a driver who knows the route. For urgent but stable cases the car is often faster in Sanur; for anyone who cannot be moved safely, it is dispatch, immediately. We arrange whichever applies and we operate no vehicles.
6. Arrival and interpreting
A coordinator meets you, interprets between the patient, the family and the staff, reads consent forms with you and asks the questions you would ask at home. We do not explain a diagnosis or a treatment ourselves. We make sure the clinician explains it and that you understood before you sign. More: interpreter support at the hospital.
7. Paperwork and insurer
We work through intake and any deposit conversation, and we drive the insurer correspondence, including the guarantee-of-payment letter that direct settlement usually requires. See admission and discharge paperwork and what a Guarantee of Payment is. Approval and any treatment decision rest with the insurer and the licensed provider.
8. Handover to licensed staff
The moment a licensed clinician takes the patient, the clinical part of the case is theirs. We do not sit in on those decisions, advise on them, or relay opinions about them.
9. Follow-through and records
Follow-up appointments, a pharmacy run, discharge documents in a form a home insurer will accept, relatives kept informed across time zones, and the ground logistics of a transfer or repatriation when the insurer and treating clinicians decide on one.
What we will never do
Diagnose, prescribe, treat. We do not diagnose, prescribe, give medical advice, or give first aid or any other clinical care, which only licensed providers may do.
Operate vehicles or facilities. We are not a clinic, not a hospital and not an ambulance operator. We employ no doctors, nurses or paramedics.
Claim a relationship with a hospital. We are not affiliated with any medical facility. You will find no facility logo on this site and no list described as ours.
Promise a response time in minutes. No arrival window, no number of vehicles, no size of team. Traffic and facility capacity are outside our control, and a desk quoting numbers it cannot evidence is not a desk to trust with a medical emergency.
Who is on the desk
Coordinators, not clinicians. They answer at three in the morning, work out which facility fits, make the call in Indonesian, arrange the car, stand at the admission counter and keep an insurer moving. None of them is your doctor and none will act like one.
The working languages are English and Indonesian. Where another language is needed we say so rather than improvise, because a half-understood consent form is worse than an honest delay.
How we choose a facility
Four criteria, in order: can the facility handle this problem; can it receive a patient right now; how long is the road at this hour, not the line on the map; and how will it be paid.
The information we work from is public and sourced: facility name, area, type, class, ownership, whether a 24-hour emergency department is recorded in the government registry, and whether intensive care or a catheterisation laboratory is listed, each with its source and check date. What the registry cannot tell us is tonight. Every hospital in the Indonesian registry carries the same 24-hour emergency line because it is a condition of the licence, so that line is a licensing fact, not an operational one. Capabilities and opening hours change. We confirm by phone at the time of your case.
The data itself: Bali hospital directory by area. How it is verified: where this data comes from.
How fees work
Coordination time is what you pay us for: the call, the choosing, the calling ahead, the car, the interpreting, the paperwork and the insurer chasing. Everything clinical and everything on wheels is billed to you directly by the hospital, clinic, transport or evacuation operator, on their own invoices. We ask for those figures in writing before you agree to them, and we do not pay deposits or advance money on a patient’s behalf.
No rate is printed here yet, because the owner has not set one. We would rather show a gap than a number we cannot stand behind. Ask when you contact us and the arrangement comes in writing before anything starts. Related: Bali hospital bills and deposits.
Escalation and handover
We step back the moment a clinical decision is on the table, and we say so out loud rather than drifting into it. We stay for what is ours: language, documents, money, transport, family communication and the next appointment. If a case moves beyond Bali, we coordinate on the ground while the insurer and the treating clinicians decide, as set out in how repatriation is arranged.
Hotels, villas and agents who want this handled for a guest rather than by a guest: medical coordination for hotels, villas and agents.
Questions we are asked about the desk
What is a medical concierge?
A medical concierge is a non-clinical coordination desk. It answers the phone, works out what you need in practical terms, helps you choose a facility, calls it in Indonesian on your behalf, arranges transport, accompanies and interprets, handles admission paperwork and insurance liaison, then hands over to licensed medical staff.
Can a medical concierge choose the best hospital for me?
We help you choose, we do not rank facilities as best. We put neutral public information in front of you, including area, facility type, whether a 24-hour emergency department is documented, the source and the check date, then we call ahead to confirm they can receive you tonight. The decision stays yours.
To reach the desk: WhatsApp +62 811-2859-0000, email sales@balipremiumtrip.com, or use the contact page. Emergency numbers are explained in Indonesia emergency numbers 112 and 119.
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.