Volume 9

Number 2 July 2025

Utilization and Management of Ambulance Services: Perspectives of Providers and Recipients

DOI: https://doi.org/10.70357/jdamc.2025.v0902.07

Raka NZ1 , Haque MA2 , Nawrin S3 , Rimi A4 , Alam MA5 , Nurunnabi M6

Abstract

Background: Ambulance services are essential for emergency healthcare, but their utilization and managementface significant challenges. Objectives: This study examines the utilization of ambulance services by recipients andthe management of services by providers. Methods: A descriptive cross-sectional study was conducted among 184service receivers and 28 providers, including administrators, ambulance drivers, and patients, at Shaheed Suhrawardyand Shaheed Tajuddin Ahmad Medical College Hospitals in Gazipur, Bangladesh. Interviews were carried out usinga pretested, semi-structured questionnaire from January to December 2022. Results: The majority of service userswere aged 36-45, with a mean age of 38.2 years. Timeliness of ambulance response varied, with 51.6% receivinga timely response, and most users (52.7%) needed to contact the service multiple times. The majority accessed theambulance via the hospital’s direct number (93.5%), and 89.7% had an ambulance arrive within 16-30 minutes.Equipment limitations were prominent, with few ambulances having oxygen systems (9.8%) or first aid supplies(7.1%). Despite these, 96.7% of users found drivers cooperative, and 94% did not need to pay extra. Service providerswere primarily ambulance drivers, with decisions made by the hospital’s assistant director and emergency medicalofficer. The facilities generally had more than five ambulances, but many lacked maintenance support and skilleddrivers. Most drivers were inexperienced, performed repairs themselves, and transported fewer than ten patients daily.While most were satisfied with their salaries, there was no training plan for ambulance service management for doctorsand nurses. Conclusion: This study reveals key challenges in ambulance services, including reliance by lower-incomeindividuals, lack of medical staff, inadequate equipment, and limited driver experience. Despite timely response timesand cooperative drivers, the findings highlight the need for improved service delivery, better equipment, and trainingto enhance overall efficiency and quality.

Keywords: Utilization, management, ambulance services, public hospital, Bangladesh.


  1. Scientific Research Officer, Public Health Department

    Crescent Gastroliver and GeneralHospital, Dhaka

  2. Project Research Physician

    International Centre for Diarrheal Disease Research, Dhaka

  3. Medical Officer, NICU and Pediatrics Department

    Ashiyan Medical College and Hospital, Dhaka

  4. Medical Officer

    Ashiyan Medical College and Hospital, Dhaka

  5. Assistant Professor, Department of Public Health and Hospital Administration

    National Institute of Preventive and Social Medicine, Dhaka

  6. Assistant Professor, Department of Community Medicine and Public Health

    Sylhet Women's Medical College, Sylhet

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Volume 9, Number 2 July 2025
Page: 32-40