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How can airlines and airport medical services better coordinate emergency response?

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When an emergency occurs on board an aircraft, the flight crew, the airline, and the airport medical services have to work together to ensure the safety and well-being of the passengers and crew. However, this coordination can be challenging due to various factors, such as communication, protocols, resources, and regulations. In this article, we will explore some of the best practices and recommendations for improving the collaboration between airlines and airport medical services in emergency situations.

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Ahmad M. Mandili

Director of MRO Operations Systems | Vision 2030 | Executive Management | Operations Technology | Digital…
Dimitris Sanos

Senior Product Manager Airport, Fuel & Ground Ops Training at IATA

1 Communication is key

One of the most important aspects of emergency response is effective communication between the flight crew, the airline operations center, and the airport medical services. The flight crew should report any medical emergency to the airline as soon as possible, providing relevant information such as the nature and severity of the condition, the location and number of patients, the availability of medical equipment and personnel on board, and the estimated time of arrival. The airline should then relay this information to the airport medical services, as well as any special requests or needs from the flight crew. The airport medical services should confirm the receipt of the information, prepare the appropriate resources and personnel, and communicate with the airport authorities and security to facilitate the access and transfer of the patients.

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Ahmad M. Mandili

Director of MRO Operations Systems | Vision 2030 | Executive Management | Operations Technology | Digital Transformation | AMOS SME | Prosci? Certified Change Practitioner
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Effective communication is paramount for enhancing coordination between airlines and airport medical services in emergency response. Swift exchange of critical information, such as passenger health issues or emergencies, facilitates a unified and timely response. Implementing standardized communication protocols, conducting joint training exercises, and utilizing modern communication technologies can streamline collaboration. This ensures that all stakeholders are well-informed, enabling a more cohesive and efficient emergency response system, ultimately prioritizing passenger safety and well-being.

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2 Follow standard protocols

Another essential aspect of emergency response is following standard protocols and procedures that are agreed upon by the airlines and the airport medical services. These protocols should cover various scenarios, such as cardiac arrest, stroke, allergic reaction, trauma, infectious disease, and childbirth. They should also specify the roles and responsibilities of each party, the criteria and process for diversion or landing, the type and level of care to be provided on board and on the ground, and the documentation and reporting requirements. The protocols should be regularly reviewed and updated to reflect the latest evidence and best practices, and they should be easily accessible and familiar to all the involved staff.

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3 Optimize resources

A third important aspect of emergency response is optimizing the resources available on board and on the ground. The airlines should ensure that their aircraft are equipped with adequate and functional medical kits, devices, and medications, as well as trained and certified flight attendants who can perform basic life support and administer first aid. The airlines should also consider the benefits of having an in-flight medical service provider, such as MedAire or STAT-MD, that can offer real-time consultation and guidance to the flight crew through a dedicated phone line or radio channel. The airport medical services should ensure that they have sufficient and qualified staff, vehicles, equipment, and facilities to handle various types of medical emergencies, as well as a clear and efficient system for triage, transport, and referral of the patients.

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4 Comply with regulations

A fourth important aspect of emergency response is complying with the relevant regulations and laws that govern the aviation and health sectors. The airlines and the airport medical services should be aware of and adhere to the standards and recommendations issued by the International Civil Aviation Organization (ICAO), the World Health Organization (WHO), and other regional and national authorities. These regulations and laws may cover aspects such as the minimum requirements for medical equipment and personnel on board, the notification and reporting of medical emergencies, the liability and indemnity of the flight crew and the medical staff, the privacy and confidentiality of the patients, and the prevention and control of communicable diseases.

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5 Learn and improve

A fifth and final aspect of emergency response is learning from the experience and improving the performance and quality of the service. The airlines and the airport medical services should conduct a debriefing and evaluation after each medical emergency, identifying the strengths and weaknesses of the coordination and the response, as well as the opportunities and challenges for improvement. The airlines and the airport medical services should also share and exchange feedback, lessons learned, and best practices with each other and with other stakeholders, such as the aviation and health authorities, the medical service providers, and the passengers and crew. The airlines and the airport medical services should also participate in regular training and simulation exercises to enhance their skills and readiness for future emergencies.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Dimitris Sanos

Senior Product Manager Airport, Fuel & Ground Ops Training at IATA
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Like for all Emergencies, planning and preparation is the key for better handling of a situation. Unfortunately, we can never 'be ready' to handle an emergency but we can increase the chances of reliable performance through training and exercises. Reaction of all teams should be orchestrated and rehearsed several times.

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How can airlines and airport medical services better coordinate emergency response?

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1 Communication is key

2 Follow standard protocols

3 Optimize resources

4 Comply with regulations

5 Learn and improve

6 Here’s what else to consider

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