Question 1

What number do I call in a medical emergency in Rwanda?

Accepted Answer

Dial 912. It is the national medical emergency number, answered 24 hours a day, 7 days a week, from anywhere in Rwanda. Calling 912 is free from any phone network.

Question 2

What happens when I call 912?

Accepted Answer

A trained dispatcher answers your call, asks what happened, and assesses how urgent the situation is. If an ambulance is needed, the dispatcher sends the nearest available one right away and stays in contact with you until help arrives. The hospital that will receive the patient is informed before the ambulance gets there.

Question 3

What should I tell the dispatcher?

Accepted Answer

Tell them where you are (the district, sector, and a nearby landmark help a lot), what happened, the condition of the patient — for example whether they are awake and breathing — and your phone number in case the call drops. Stay on the line: the dispatcher may guide you on how to help the patient while the ambulance is on its way.

Question 4

When should I call 912?

Accepted Answer

Call for any situation that could threaten a life or get worse quickly: road accidents, chest pain, difficulty breathing, heavy bleeding, complications during pregnancy or labor, severe burns, poisoning, or when someone is unconscious. If you are not sure whether it is an emergency, call anyway — the dispatcher will help you decide.

Question 5

How does the ambulance find me?

Accepted Answer

The dispatcher records your location during the call, and the system identifies the closest available ambulance to send. The crew follows live directions to reach you, and the dispatch team tracks the ambulance the whole way so they always know when it will arrive.

Question 6

What is E-Banguka?

Accepted Answer

E-Banguka is Rwanda's national emergency medical services platform. It connects the 912 call center, more than 500 ambulances, and hospitals across the country on one system, so that every emergency — from the first call to arrival at hospital — is coordinated. It is run by the Ministry of Health through the Rwanda Biomedical Centre.

Question 7

Who runs the ambulance service?

Accepted Answer

SAMU (Service d'Aide Médicale d'Urgence) runs Rwanda's ambulance service. SAMU is the emergency medical division of the Rwanda Biomedical Centre, which operates under the Ministry of Health.

Question 8

Does the service cover my area?

Accepted Answer

Yes. The service covers all 30 districts of Rwanda, in both rural and urban areas. There is even a boat ambulance serving communities on Lake Kivu.

Question 9

Can the ambulance team treat me on the way to hospital?

Accepted Answer

Yes. Ambulance crews are trained to care for patients during transport — they monitor your condition and give treatment as needed. For complicated cases, the crew can also reach hospital doctors by video call from inside the ambulance, so specialist advice starts before you arrive.

Question 10

What if I am at a health center and need a bigger hospital?

Accepted Answer

Your health center arranges the transfer for you. Health facilities across Rwanda use the same system to request and coordinate patient transfers, so the receiving hospital knows you are coming, an ambulance is assigned, and your medical information travels with you.

Question 11

Do I pay for the ambulance?

Accepted Answer

Ambulance services are covered through the national health insurance schemes, including community-based health insurance (Mutuelle de Santé). Check with your insurer or health facility about your coverage. Never delay calling 912 in an emergency because of cost concerns.

Question 12

Which languages can I use when I call 912?

Accepted Answer

You can speak Kinyarwanda, English, or French — dispatchers will assist you in the language you are most comfortable with.

Question 13

Is my medical information safe?

Accepted Answer

Yes. Your information is protected under Rwanda's Data Protection and Privacy Law (N° 058/2021). It is encrypted, only the health workers directly involved in your care can see it, and every access is recorded. Your data is never sold or shared outside the healthcare system.

Questions about 912 and ambulance services

In an emergency

About the service

Costs & your information

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