The system leverages digital technology to locate citizens in distress and connect them to the nearest appropriate medical facility. /PCSA 24-hour National Ambulance Dispatch Centre that offers free emergency medical services is now active and accessible to all Kenyans, regardless of whether they have paid for SHA.
Launched by President William Ruto on Wednesday, the emergency service is accessible by dialling 922, linking patients to more than 600 accredited public and private ambulances across the country.
The nationwide emergency response call centre, housed at the Social Health Authority (SHA), coordinates the dispatch of ambulances operated by county governments, the Kenya Red Cross and St John Ambulance across all 47 counties.
The system leverages digital technology to locate citizens in distress and connect them to the nearest appropriate medical facility, ensuring they receive critical medical care on time at no cost.
"In an emergency, the first question must never be whether a patient can pay—the first duty is to save lives. No deposit, no guarantee, no negotiations," Ruto said.
How the 922 emergency system operates
The service covers all life-threatening emergencies, including evacuation following road traffic accidents, heart attacks, strokes, severe respiratory distress, acute poisoning and critical obstetric emergencies.
Calls are entirely free across all mobile networks and can be made without airtime.
Once a distress call is placed by dialling 922, it is routed to the National Ambulance Dispatch Centre in Nairobi, where trained medical personnel assess the nature of the emergency.
Even if the caller is unable to provide their location, the platform's built-in GPS and geolocation systems can instantly pinpoint their precise position.
The system then identifies and dispatches the nearest accredited ambulance in the network, regardless of ownership.
Instead of driving blindly to the nearest health facility, the dispatch team checks real-time bed availability and specialist services that match the patient's condition before directing the ambulance to the most appropriate hospital.
"Whether a critical incident happens in Nairobi or a remote village, 922 ensures a rapid, standardised response," Health Cabinet Secretary Aden Duale said.
When not to use 922
The 922 emergency hotline is strictly regulated and is primarily dedicated to life-saving emergencies.
Approved emergencies include severe accidents, strokes, cardiac arrests, critical maternity or pregnancy complications, severe breathing difficulties and massive bleeding.
Do not call 922 for routine doctor appointments, medication refills, general medical inquiries, non-urgent transport or prank calls.
Eligibility and financial obligation
All Kenyans are eligible to use the service for approved emergencies, regardless of whether they are registered with the SHA, have paid their contributions or possess official identification.
Patients will not be required to pay any upfront fees or deposits. All costs for emergency care will be covered by the government through the Emergency, Critical & Chronic Illness Fund (ECCIF) under Taifa Care.
All emergency ambulance evacuations and the first 24 hours of treatment at the receiving hospital are 100 per cent free.
