World

Kenya’s Ambulance Service ‘Uber’ at the Center of Siege Rescue, According to Reuters

By Hereward Holland

NAIROBI (Reuters) – Just minutes after militants launched an assault on a luxury hotel complex in Nairobi last month, ambulances rushed to the scene to assist the injured.

In contrast to the fast medical assistance often expected in the West, many developing countries lack a centralized emergency response system, leading to confusion that has resulted in loss of life during previous attacks in Kenya.

This time, however, the response was significantly improved, thanks in part to Flare, a new ride-hailing app that enabled ambulances to be the first responders at the dusitD2 hotel and office building targeted by Somalia’s al Shabaab militants.

"Flare was informing us about the situation, guiding how to position our ambulances, coordinating evacuations, and requesting additional resources," stated Kelvin Osano, the ambulance fleet manager at Avenue Hospital, where many of the injured were transported.

The four attackers and a suicide bomber killed 21 individuals, just a short distance from a previous al Shabaab assault in 2013 that claimed 67 lives at the Westgate shopping mall.

During that earlier incident, Osano described the medical response as "horrible."

There was no proper triage at the scene, and bleeding victims were hastily loaded into vehicles without stabilization. A security perimeter also hampered ambulances from reaching those in need.

In contrast, ambulances dispatched through Flare—operated by the Rescue.co company—arrived quickly after emergency calls from subscribers who had paid the annual fee of 2,400 shillings ($24). The first ambulance arrived in just 12 minutes, and within an hour, 20 ambulances were on-site.

Eric Ogot, a former nurse and operator of the Rescue.co hotline, provided first aid over the phone to office workers hiding from the attackers. He assisted in triaging patients remotely and assigning drivers, emphasizing the importance of maintaining a calm presence.

In the absence of official updates, Flare’s emergency contact number was quickly disseminated through various social media platforms.

Before long, calls were not only coming from individuals or businesses but also from worried relatives seeking information about missing loved ones.

The nearby Australian High Commission offered to serve as a staging area for Flare’s ambulances, and police shared crucial information with the Rescue.co team.

Peter Koome, a paramedic from St. John Ambulance, noted that the improved coordination, along with enhanced training and accessibility, played a vital role in saving lives. Of the 30 individuals who were severely injured, only two did not survive.

Founded in 2016 by Americans Caitlin Dolkart and Maria Rabinovich, Rescue.co operates the Flare app, which functions similarly to ride-hailing and food delivery services. The platform now boasts tens of thousands of subscribers and a fleet of 500 ambulances across Kenya.

Traditionally, Kenyans in emergencies would call their nearest hospital, which often results in ambulances getting stuck in traffic. Flare enhances service efficiency by monitoring ambulance locations and real-time traffic conditions. Dolkart expressed hopes for expansion into neighboring regions, as well as into fire and security services, building on the lessons learned during the dusitD2 crisis.

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