Abstract
This study aims to assess patients’ perception and experiences in emergency medical service under
the harmonization policy for three health insurance schemes. A telephone interview using a semi-structured
questionnaire was employed. The study population used medical care in private non-contracted
hospitals, appeared in the Emergency Medical Claim Online database (EMCO) during August-October
2012, and was selected by simple random sampling through personal identity number. Of the 292 patients
interviewed, 105 cases were from the Universal Coverage scheme; 95 cases from the Social Security Scheme;
and 92 cases from the Civil Servant Medical Benefit Scheme. Most patients were aware of the policy, but
not the definition and boundary of the valid conditions under the policy. Most came with medical conditions
and used in-patient care service (91%). The majority chose (92%) and came (91%) the hospital by
themselves; only 2 percent called 1669 EMS. 85 percent of the patients based their selection of the health
services on the distance and quality of the hospitals. Less than 17 percent were aware of their benefits and
the referring process. Most of them were asked to pay, despite the policy stating the contrary, thus imposing a burden on them and their families. Most knew neither the hotline number nor a place to lodge their complaints.
