On Call With Singapore’s Emergency Medical Services: When Minutes Can Mean Life Or Death

Meet the medical emergency services team from the Singapore Civil Defence Force (SCDF) - from 995 call takers, to ambulance dispatchers, paramedics and emergency medical technicians (EMTs).
CNA Insider gets unprecedented access to SCDF’s operations centre, fire stations where ambulance crews stand by, and the resuscitation room at Singapore General Hospital - to track what happens when your critical emergency call comes in.
But not every call is a genuine emergency - and it risks diverting resources from urgent cases.
(Video produced in partnership with the Singapore Civil Defence Force.)
00:00 Intro
00:30 How SCDF call takers triage 995 calls
01:50 Responding to cardiac arrest case
03:46 Why minutes matter in medical emergency
07:10 How medical emergencies are prioritised
07:15 Paramedics save a critical epilepsy patient
10:14 Case of a frequent 995 caller
11:18 Ambulance navigates red light safely
13:23 Dealing with non-emergencies and false alarms
15:06 Impact of non-urgent calls on life-saving operations
17:43 What is considered an emergency?
Have feedback or an idea for a story? Email [e-mail]
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[@jacqueline3950]

My grandmother had a stroke 6 years ago. I called 995 and almost couldn’t get the words out. The lady was really calm and talked me through. SCDF came so fast and got her to the hospital within the golden timing. My grandmother recovered really well and is 102 years old today. Thank you for all that you do.

[@apacketofrice2289]

Wishing ah ma great health always!

[@Sharkkiez]

same I have stroke right arm and right leg . 12 yr 2 year ago ❤

[@Cervelo_cervelo]

Yes paramedic from scdf are fast response...one of the best in asia👍

[@estajmi]

This hits home as I recently had to make a 995 call. I was surprised when the call connected after just one ring. Despite being trained in first aid, I found myself overwhelmed when attempting CPR. Fortunately, the emergency video system officer provided invaluable assistance while we waited for the paramedics. Though she didn't make it, I'm grateful to CNA and SCDF for their public education efforts and Singapore's exceptional healthcare system. To the dispatcher, video call officer, and paramedics involved, though I may never know who you are, thank you for your professionalism and dedication. It was a harrowing experience, and I often grapple with feelings of guilt, wondering if I could have done more. Your incredible professionalism deserves a big salute.

[@DanilaGaming]

sorry for your loss.

[@samkwok7057]

Thank you to our scdf paramedics! I was involved with traffic accident last week and paramedics came very fast to assess me and convey me to hospital 🏥

[@calista6736]

("It was so amazing to meet Mocha and Milk by chance, and it was even more of an honor because Mocha Milk was the first Samoyed I saw in Korea called Tabik!! I think I was so nervous at the time that I couldn't even speak properly;; Hahaha I hope Mocha, Milk, and her guardians are always healthy and full of happiness! Thank you for watching Tabi and Biku!") ??? y sudd talk abt this. y not comment this on their channel instead?

[@zizizf]

also shoutout to the ops staff too who help keep the callers calm and guided!

[@user-mt3bi8oi7k]

Take care

[@flightsimulater12]

i wish more singaporeans would appreciate them more. i've personally heard too much stuff about how people think they're inefficient and inadequately trained. but i know, when they face an emergency, they will call these heroes. i hope to be like you guys one day, you saved my mother and father's life and allowed them to still be with me.

[@roxiane]

My Dad almost died from a cardiac arrest some years back, I have the utmost gratitude to the paramedics who came swiftly and brought my dad back to life with CPR and AED. Thank you all so much for the good work you’ve done.

[@nutshell3225]

I’m so sorry you had to go through that😢

[@richiefredell5976]

From an American paramedic, I love your system. Calling the 995 caller on the way to the call to start your assessment. Beautiful. Being able to categorize the patient as non-emergency and advise of options. We do the same thing but we ultimately have to transport them. Love how you prioritize your patients. Kudos from across the pond! I see that we all deal with BS (non-emergency) calls all around the world. There is a guy calling for toe pain for 4 months at 4am in Singapore also. Makes me smile.

[@thetigerii9506]

You guys are much better than i can hope to be, as we pretty much never or very rarely deal with physical trauma from stuff like gunshot wounds or any assortment of stab wounds. I wish you guys could do exchanges

[@jag4064]

SCDF Paramedics saved me in 2022 when i had a heart attack. If not, without this critical intervention and help from them, i won’t survive. I can’t thank the team enough. 🙏🏻🙏🏻🙏🏻

[@belmarmom]

It's the same all over the world. People call ambulances for the silliest reasons. I wish they'd learn that ambulances are for emergencies not boo-boos. I've been an EMT in the US for over 20 years. I'm extremely impressed with the SCDF system. The paramedics are incredible. Keep up the good work.

[@jackhughes4896]

I feel like our EMTs and other medical staff should really learn from them. They do an excellent job.

[@trevorthai1685]

Salute to our hardworking and professional SCDF personnel & healthcare workers when we need them :)

[@btcprox]

Honestly wouldn't mind seeing this expanded to a longer doucmentary series, to see how Singapore's emergency medical services deal with various ailments and situations I already binge on other documentary series on ambulance / hospital services from UK and US, so it's neat to have a similar spotlight on Singapore

[@97ohmygod]

I’m just starting this video but I know it’s gonna be good. Propose CNA to make this as a documentary series ❤❤❤❤

[@shermanlow7910]

Watching this documentary was not only informative but deeply moving. Our SCDF and hospitals truly exemplify teamwork in ensuring patients receive timely medical intervention. By showcasing their work and challenges, CNA has not only honoured their dedication but also brought awareness to the invaluable role they play in our communities. Thank you once again for your outstanding work in producing such an impactful documentary. It serves as a powerful tribute to the selfless individuals who tirelessly serve others in matters of life and death. Our healthcare workers truly deserve our salute. 😍

[@zackdezul596]

I saw my mum at the start. Hi Mama! Thank you for helping everyone ❤ ~ Ciara 0:03

[@faithgarcia8660]

IsawMymumatTheStart. YouForHelPingeverone❤-Ciara 0:03StarynHiMama!thank

[@cubular3000]

SCDF saved my dad's life on two occasions: the first time in 2012, when he had a heart attack and was alone at the school where he teaches. Thankfully a janitor found him slumped against a wall. They did a stent then. The second time a few years later, he was tinkering with his car when he felt the familiar sensation. He had the good sense to call 995 before it kicked in and made it to NUH for a triple bypass. Ten years on, he is still hale and hearty. His story may be a bit long but not unique and I'm sure many, many others have similar ones to tell of too. Thank you, angels of SCDF.

[@MrKzspy]

This is such a real depiction of EMS. I am a proud member of EMS and thank CNA for showing the public what we do

[@melmelexplores]

Thank you guys for doing what you do ❤ we appreciate you guys!

[@SpikeyOfficial]

What amazing professional healthcare staff. I work for the British Ambulance service, but I have to say I would feel very safe in Singapore emergency services hands

[@colleenpellant1484]

WOW! The entire medical staff from the Paramedics to the Emergency staff is top tier. I've never seen a patient intubated, placed on the Lukas machine and transported into the ambulance at that incredible speed. Fantastic job! I wish other countries could be so lucky.

[@A.K.Kulshreshth]

We are fortunate to have a great emergency care system here. My mother had two fainting episodes when we called 995. I remain so very grateful for the rapid and professional response that we got. It is necessary to protect this system and save it for acute cases.

[@MDroid-bn6eb]

Served my NS in SCDF and trained many of these 995 operators back in CDA. From Cubicon to ACES (I was in the first batch of trainers!) and now I heard there’s a new system coming up, only god knows the stress these people are going thru every day! ❤❤

[@alexooi3488]

Just want to say a big THANK YOU to SCDF for saving our lifes. Salute!

[@faithgarcia8660]

JustWanttosayaBigTHANKYOUto ForsavingOurlifes.Salues!SCDF

[@Sam-ey6jt]

This video hits me so hard. When my grandmother had a stroke, the paramedics came within minutes and they were able to save my grandmother that she was able to survive another year. 😢 Thank you SCDF for the hard work and delication 🙏❤

[@san_live]

Its so great to see that Singapore has one of the best healthcare systems. Learnt a lot by watching this video and a Big Salute to all the Paramedics and other Healthcare staff.

[@xChaserofLightx]

SCDF has been upgrading a lot of their equipments and systems for a faster and smoother life saving process. Time is the essential factor in saving lives. Every second counts.. Kudos to SCDF, the paramedics, Call centres teams and A&E teams. So only call 995 for life threatening emergencies pls! Save the resources for people who truly need it.

[@John_Smith_86]

P4 should also stand for $500 fine for wasting SCDF time

[@user-fl3cv2hx6h]

agreed!! the scdf personnel could be having their meals/resting or tending to a more important case instead of treating them

[@Loodieful]

I understand what you’re thinking, but what if it leads to something in the outcome? Honestly, I think the families had a good idea in P4 to make sure the patient was OK.

[@John_Smith_86]

@@Loodieful Nope. Most of them are selfish assholes. A tiny cut on your hand was a bad reason to call the SCDF. They were more or less messing with the government

[@faithgarcia8660]

P4ShouldalSoStandFor$500flneFor WastingSCDFTime

[@yewxiangtan6797]

really big kudos to the limited and tired SCDF and healthcare professionals

[@faithgarcia8660]

ReallyBigKudostoThelimitedand TiredSCDFandHealthCarePr PrOfessionals

[@countnat]

Thank you to dedicated SCDF paramedics on the ground and all the personnel who run the 995 operations 24/7. You make Singapore a safer place.

[@willielimsgful]

My mad respect to all the paramedics. To all road user, please give way to all ambulances.

[@theathomas2465]

Love paramedic who help me when I had car crash in Singapore when heading back from school in car vs motorcycle scary

[@faezanee]

Salute to Paramedics & Medical team in Singapore. It is so good to have LUCAS CPR machine during ambulance call. Something MOH of Malaysia should learn and improvise the emergency system. Love from Malaysia 🇲🇾

[@pokolol7326]

I enjoy serving my time as an EMTs with SCDF during my NS. Give me an eye opener of the other side of Singapore

[@thetigerii9506]

Same

[@systemconfig7504]

Me too. We're the lucky few who get to say, "I enjoyed my national service".

[@julesgoh]

Thank you SCDF, all our amazing paramedics, all who man the operations centre, doctors, nurses, frontliners. We are so so grateful for all that you do for our nation. Thank you all! ❤

[@kc.88]

Salute to all the paramedics, emergency medical professionals and call center staff! I have lots of respect for these heroes! 👍👍👍

[@getvictored1737]

wow the professionalism makes me respect singapore very much

[@geekroute]

i have so much respect for these men and women.

[@faithgarcia8660]

IhavesomuchResPectForThese Women. Menand

[@kayabuns]

I really enjoyed this episode - thank you for all that you do! Hopefully there will be more series like this

[@DupDo]

CNA has delivered once again. So many emotions in this short documentary. Massive kudos to every single link of the life-saving chain, that has saved the lives of countless of people in Singapore. Dispatcher, paramedic, nurses, doctors, support staff, management, planners, every single one. As someone who has called 995 before, can really attest to the supreme timeliness and professionalism of this life-saving service. Heartened to see that day in day out, there are people and innovations like these that make Singapore a better place, every single day.

[@rus7752]

Thank you, SCDF, for consistently assisting my late grandpa. He often battled with breathing difficulties and relied on frequent hospital visits. You are our everyday heroes, making a difference when it mattered most

[@ZunXin]

Much respect for the SCDF, and thank you for your unwavering service. True everyday heroes

[@insandhaif]

Kudos to those working in the MEDICAL TEAM who provides sincere help to those in need...👍👍👍

[@yu2479]

Truly grateful to our SCDF paramedics ❤

[@nitatan69]

12 hours.my greatest respect to the team .

[@toothpick7035]

Nothing but respect for these people

[@systemconfig7504]

I was an ambulance medic in SCDF during my national service in 2013. I am one of the lucky few who really enjoyed my time doing national service. It is such a fulfilling job and I'm still proud that I got that opportunity.

[@chloesa4487]

I feel so touched watching this. Thank you to all involved!

[@huiyingtanyayap]

This whole process is so sophisticated ! And everyone involve are heroes 💪🏽

[@faithgarcia8660]

ThisWholeProCessos SophiStiCated!And everyoneinVOlveareheroes💪

[@EdrieBoomz]

Thank you for also featuring the non emergency cases as well as regular callers!

[@MeechanSu-tc1rx]

Very informative documentary👍Thks for sharing . Bravo to our team working to save lives!

[@o0ohwyo0o]

Respect to all healthcare workers 🫡

[@yangchuyou2356]

My dad suffered a mini stroke while driving and called my brother who called the ambulance, but my dad stopped at some carpark and didn't know where he was, he could speak a little but couldn't move and his words were slurred. My brother eventually searched google maps and told the ambulance where he was. But the ambulance staff couldn't find him, eventually, they did. My dad is fine now, but just wanna say that TIME is so critical, cause any later would be unthinkable.

[@David-zv5kw]

massive respect to all these heroes

[@jang8283]

Our SCDF paramedics are very professional, reassuring to patients and their families. Kudos to them.

[@Integrityisrare]

Respect for these people.

[@zacharylim5069]

Singapore has one of the best healthcare services ❤ So blessed to be able to have access to world-class services. 😊 Salute to all the healthcare workers including the paramedics in SG

[@coffeetimewithchloe]

Thank you and respect SCDF! Thanks CNA for such informative and meaningful documentary series!

[@alihaedar5870]

Thank you, SCDF, for this enlightening video that inspires us to enhance our EMS system in Indonesia. Since my fellowship in Singapore under the supervision of Prof. Marcus Ong, I've gained invaluable knowledge in Prehospital Emergency Care (PEC) and Emergency Medical Services (EMS) from your team.

[@coliny3804]

A huge thank you to those working in such jobs that give great value to society. The nation is indebted to you

[@AyeMahn]

These are some of our every day heroes. Mad respect for them!

[@ramadhanramlan]

This docu deserves an award

[@Asdfgh681]

Thank you to our heroes involved in every step of the process to save a precious life. To everyone else, please be aware on the roads and give way to the ambulances immediately. ❤

[@annamarielewis7078]

I watch all the paramedic videos I can. Such pleasure to see this one. 💪💪💪

[@leeMleeM]

CNA Insider always have meaningful and educational content - please keep up the good work. Huge respect for our paramedics, be it on the ground or in the call centre. The work and effort they done for the patients are commendable.Without them at the first intervention for the cases ,it would be unimaginable for a lot of patients. Thank you for your work! Amazing heroes.

[@wallysworld5518]

Excellent and very professional emergency medical service!

[@replicazgt3250]

Definitely looking forward to more of these series like the american ambulance series

[@chloe-gx6qi]

A big salute to the scdf team!

[@thebestbees]

These are the real heroes in our lives !

[@user-hz1hp9st5k]

good video highlighting the importance and work that paramedics do, but fails to shine light on the negative sides of it. ptsd, trauma, acid reflux, poor sleep hygiene, high stress and tension, patient abuse to paramedics, etc etc. and they are one of the most severely underpaid professions for the work that they do. we can definitely do more for them, pls increase their salary and give them more mandatory rest periods. without sufficient rest how are they able to function to their best of their abilities without operating with a BAC of an alcoholic? wonder why are financial agents paid more than these essential and mandatory workers of our society. literally saving lives rather than just taking money away from your bank account.

[@phoneyaccount]

Feel free to tip them or buy them their meals when you see them outside lor. Put money where your mouth is. Paramedics during lunch buy meals get shunned by people or get yelled at for blocking, or get photographed by people asking why they have time to eat when they should be out "saving more people". Most paramedic in the end hide one corner to eat.

[@thetigerii9506]

​@@phoneyaccountcannot. I was taught not to accept any gift food or drink as it constitutes bribery

[@iamjaydennn]

​​​@@phoneyaccountDon't get them in trouble, as public servants, we are not suppose to receive gifts, which include food. The best thing you can do is not call them in non-emergency situations.

[@loescheimer]

Very interesting documentary. Thank you very much!

[@Onana888]

very informative vid on SCDF paramedics, how they work on the ground. They're really our everyday heros!!!

[@AlfrescoD5678]

Unsung heros❤️

[@klioon8611]

I am amazed by these people. The job is not easy but yet they are doing well with passion❤. The patients come first❤.

[@anziar3038]

Those that don't need emergency services ought to be considerate and not to hog emergency departments.

[@FinaJiri]

How effective...salute

[@bobafett5757]

*Excellent and informative documentary so well done CNA Insider also I always have pleasant experience with SCDF Officers in general they are varing caring and always look neat and professional in their uniform* 👍

[@jon3779]

Awesome insightful video

[@KyleDriven]

Here in the Philippines, most of those patients would’ve died. We don’t have a national emergency hotline, ambulances are under-equipped, traffic is very bad, no intercom or remote management system.

[@gazardiel3463]

Thank you❤

[@misteryio3990]

Served my nation with SCDF as a medic. Good times..

[@johnsiow859]

The aunty that called for a cut on her finger 💀

[@raizanong]

brilliant journalism

[@amatsolehin2526]

Angel without wings

[@mainamarbus]

Thank you!

[@nightingalek.6526]

the system is amazing... from where i am, i feel sad for the current system that we have.. we are so way behind :(

[@user-og4pn8dj9u]

Compared to Malaysia ambulance which is my own experience. The ambulance only reached us after 15 minutes even the hospital is only 5 minutes away and we had told the hospital that the patient is unconscious without breathing. The paramedic reached without any equipment on hand, and walk slowly to us even saw us doing CPR. Insist to check what is the condition of the patient first then only go back to their ambulance to take the equipment. Do they even know patient that unconscious without breathing will be dying within 3 minutes?! So I think Singapore ambulance is much much efficient . Thumbs up!

[@vluberi]

I appreciate healthcare workers so much TvT

[@HomeTeamSG]

Should also do one with spf pocc call centre

[@sof4022]

13:00 responder speaking in mandarin! kudos.

[@random33E]

That's amazing.

[@Tyrvana]

Easiest way to reduce those calls is to educate your popluation in regards to the most common ones such as different types of bleedings, seizures and so on.

[@Insideout9953]

Just WOW😮 Not all heroes wear capes.

[@94jiayi]

More protocols should be set up to prevent non-emergency calls take up SCDF time. Right attention to the right patient.

[@Moonlight-ep4dc]

Great, amazing 🎉

[@user-og4pn8dj9u]

Compared to Malaysia ambulance which is my own experience. The ambulance only reached us after 15 minutes even the hospital is only 5 minutes away and we had told the hospital that the patient is unconscious without breathing. The paramedic reached without any equipment on hand, and walk slowly to us even saw us doing CPR. Insist to check what is the condition of the patient first then only go back to their ambulance to take the equipment. Do they even know patient that unconscious without breathing will be dying within 3 minutes?! So I think Singapore ambulance is much much efficient .

[@atlas235]

Thay are our heros

[@coover65]

As an Australian paramedic I'm greatly impressed. Your 995 system mirrors our 000 (triple zero) system with the AMPDS program. I'd love to come over and study SCDF's ambulance service in greater detail one day. Are your emergency ambulances crewed only by paramedics like here?

[@lm8483]

In Singapore the emergency ambulances are manned by 1 Paramedic, 1 Fire-Rescue Specialist with EMT certification and 1 EMT National Serviceman. I'd also love to go over to Australia! The SCDF emergency medical services is relatively new (the paramedic scheme was only introduced in 1996) and we can definitely learn a lot from you guys.

[@coover65]

@@lm8483 That's a lot of people in one ambulance! Here you have to be a Registered Paramedic to be employed to work on emergency ambulances. We're always keen to share information with other countries; just last year a team went to Mongolia to help them establish a better service. If you do visit, try and arrange a visit with either Victoria or Queensland Ambulance. Best wishes.

[@mariefefalcon8490]

Singapore is the best in everything's 👍

[@TheWrxcar70]

Yes... And also best and fastest in collecting $$$$..

[@MegaGermanen]

is every resuscitation applying lucas and then load & go?

[@lucyb6073]

On May 11 2022, I was at a holiday in Lebanon, I was having a sleepover at my cousins’ house, that morning I woke up, a phone call came from my grandmother. Then it was my grandpa having a heart problem that when we were at the hospital, he has died

[@PeterPan-jd9lu]

Very interesting to watch. Quite advanced technology in regards of paperless documentation and such, but administering Diazepam to an adult via the rectum instead of Diazepam via the nose is shocking to see. In comparison to Germany we have 8-12 calls in a 12 hour shift but often times not just one of these calls would be a „P1“ or „P1+“. Most are P3/4.

[@rexang99]

I believe it is due to drug absorption rate, where rectum have a higher absorption rate and efficacy than nasal. In Singapore, probably due to aging population and severity of our cases, we tend to get more P1 and P1+ calls.

[@PeterPan-jd9lu]

@@rexang99 I don‘t think so. Both have mucosal tissue. But I could imagine it has legal reasons. In Germany nasal application of midazolam is off-label-use. Maybe that‘s why.

[@TheZone1007]

so did the first patient survive?

[@nitatan69]

I ever chatted with paramedic officer.he supposed to end work at 2pm but we was in the ambulance still.

[@sgpropertybuyertherapy]

respected