Linking lives through service
Established eight years ago, LifeLink has secured a good reputation among patients and day-to-day clients all over the country.
08 November 2019 | Business
The company’s service has grown tremendously since its inception. They operate out of two different towns with ground ambulances, which are fully equipped for any emergency.
Currently employing 18 permanent employees, the company plans to expand.
“Our culture is one of developing our staff to ensure that we provide a world-class level of service to all our patients. We aim to be the leading ambulance and evacuation company in Namibia, driven by innovation and honest core values,” says Brian Low, managing director and chief ambulance officer.
LifeLink stays true to its values of bringing only the best to their patients by being the only company that operates a Namibian-based, doctor-led air ambulance service which covers Namibia and most of Southern Africa.
At this point in time, the company has not established a budget for Corporate Social Responsibility, but it does provide free calls to vulnerable people, mainly in Henties Bay, who cannot afford ambulance services. At Henties Bay, there is no state or municipal ambulance and LifeLink provides emergency services to all that require it. They also offer training and development for incoming paramedics.
Winston S. Churchill said that “Success is not final; failure is not fatal: It is the courage to continue that counts." And according to Low, LifeLink measures its success around the service provided to the patient.
“We measure success in terms of providing client-centred services to emergency, inter-facility transfer and international patients. We use two main metrics – increase in call volumes and number of complaints.
“In this respect, call volumes have continued to climb steadily whilst complaints received amount to less than one per six-month period,” he says.
Community based activities
LifeLink provides full emergency services within Henties Bay, regardless of medical aid or ability to pay. They cover approximately 45 calls per month (N$170 000 worth of calls based on NAMAF tariffs).
This doctor-led service has established itself as a respectable service provider with many international insurers relying on them to transfer patients all over the world.
The company has taken patients back to their home countries, including Australia, the UK, China, Belgium, USA, Italy and Germany.
Their goals include ensuring that their clients are provided with cost-effective and patient-centric service with standards that rival those in developed countries.