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About Medical Rescue

Established in 1992, MRI Botswana is the country’s best-equipped, most experienced and longest serving provider of Emergency Medical Services (EMS). Our core activities include air and ground EMS services. The company’s International standards and best practice are benchmarked on the South African standards, being the best in the African region. MRI employs staff from a variety of medical disciplines matching their core skills to clients’ needs. All our staff undergo a rigorous selection process including background and education checks and are required to be registered with the relevant Health Professions Councils in Botswana.

MRIB has since then opened Emergency Medical Services (EMS) bases in Palapye, Francistown and Maun to provide further coverage for the major medical aid members. MRIB operates both ground and air ambulance services, the latter covers the entire country and extends regionally to cover calls for assistance outside of the national borders.

Medical Rescue
1. How can one contact MRI?

You can contact MRI Botswana by calling our National 24 hour emergency medical call centre which is available to respond to your call 24 hours a day, 7 days a week and 365 days a year. Dial 992 (toll-free) or 3901601 using a cellphone or landline. For enquiries, you can contact us on 3903066 during working hours.

2. Where is your head office?

MRI is currently situated at Plot 20623, Block 3, Cnr. Samedupe Rd and Ramakukane Way. However we will soon be moving to our new building located at Block 7 opposite Baisago College.

3. Where are your other offices situated in Botswana?

MRI Botswana has ambulance bases in the following

-          Gaborone

-          Palapye

-          Francistown

-          Maun

4. What is a medical emergency?

A medical emergency is any condition of a person that is out of the ordinary in medical circumstances for e.g. Motor Vehicle Accident, Chest Pains, and Respiratory Problems

5. What are the services that you provide?

MRI provides emergency medical services, first aid training to healthcare providers and to the public at large (including home care givers).

6. If I am a patient at the hospital and I would like to be transferred to another hospital him what is the procedure?

Hospital to hospital transfers are done when a patient requires a higher level of care than what is available at their current facility. In such a situation, after availing the information about the patient’s condition the MRI Medical Director at MRI will make a decision to move the patient based on their condition.

7. Can I go to a Hospital of my choice?

Yes you can, it is the Patients right to be taken to a Hospital of his/hers choice, but the Hospital must be appropriate to the Patient’s condition.

8. What happens if I’m in an accident and cannot talk?

You will be taken to the most appropriate hospital for your condition to be stabilized once this is done it can then be decided to transfer you to another hospital if need be.

9. Does your emergency number work on all the cell phone providers and BTC?

Yes, our emergency toll-free number 992 can be reached through any cellular network i.e. Be Mobile, Mascom or Orange and through a BTC landline.

10. If I am in involved in a car accident will MRI assist me, even if I am not on medical aid?

Yes. MRI Botswana will assist you if you are involved in a car accident and are not covered by any medical aid package. MRI has signed an agreement with the Motor Vehicle Accident Fund (MVA) in order to cover for any ambulance fees. This only applies to road traffic accident and terms and conditions apply.

11. How am I going to be assisted if I need your assistance in an area where MRI does not have an ambulance base?

MRI has relationships with clinics and referral hospitals across the country in places where we don’t have an ambulance base. MRI will ensure that we contact the clinic and or hospital near where the patient is located to go and monitor/stabilize the patient.

12. My family and I are already members of a medical aid, how much do I need to pay for emergency assistance?

MRI provides comprehensive cover under a package called MedRescue to all members of the following medical aid schemes;





This means that there are no additional payments for emergency services if you and your family are members of the above mentioned medical aids. / has an existing agreement with the following

13. If I am on medical aid that MRI has an agreement with, do I need to pay a 10% co-payment when you assist me?

MRI does not charge a co-payment to any members of medical aids that has a an existing agreement with. This is applicable to the following medical aids:





14. Who pays if I call for an Ambulance?

When you call for an ambulance and are a member of the following medical aid schemes; BOMAID, BPOMAS, PULA AND SYMPHONY, your medical aid pays MRI Botswana on your behalf for you and your dependents. If you are not a member of any of the above medical aid schemes, you will be charged as an individual to pay MRI Botswana or MVA will assist in the case of a motor vehicle accident.

Contact Center
1. How long has your company provided call centre services?

MRI has over 20 years experience in managing both in-house and outsourced call centres.

2. Does your contact centre support 24/7 operations?

Yes our contact centre operates on a 24/7 basis.

3. What is the current workstation capacity and call volume?

Currently MRI has a workstation capacity of 35 seats.

4. Where is your contact centre located?

MRI is currently situated at Plot 20623, Block 3, Cnr. Samedupe Rd and Ramakukane Way. However we will soon be moving to our new building situated in Block 7 opposite Baisago College.

5. What industries do you support?

MRI has extensive experience with industries including emergency medical services, telecommunications, as well as health and support services.

6. Are your contact centre workstations multichannel enabled?

Yes, our work stations are 100% web-enabled with the ability to handle inbound and outbound voice calls, email response, live web chat, social media and interactive voice response (IVR) services.

7. Do your agents receive continuing training throughout the year?

One of our core objectives is to consistently provide ongoing training for both our agents and our team supervisors throughout the year.

8. What type of training programs are in place that are required by your agents prior to taking client calls?

Every agent goes through intensive new-hire training focusing on soft-skills and personal development. Additionally, all agents go through client specific training before taking program calls. Client specific training varies based on each client’s goals and objectives. All agents must pass written exams and certification testing before taking live program calls. All training is developed with participation from our clients to ensure that all critical information and goals and objectives are clearly understood.

9. Do you have equipment to support remote call monitoring?

Yes, MRI has the capability to offer our clients fully automated remote monitoring, 24 hours a day, seven days a week. All clients are assigned a password that allows them to monitor their program. We prefer to conduct weekly or bi-weekly conference call monitoring sessions with our clients. The goal of the sessions is to assure that we are providing outstanding customer service and sales support and achieving desired goals and objectives. Having the quality assurance; as well as effective and immediate feedback. In addition to our remote monitoring capabilities, we also have the ability to digitally record all calls for enhanced quality.

Onsite Health
1. What level of medical personnel do you provide on remote sites?

The resources provided are customized to clients needs. This means that it depends from client to client, but also most importantly on the remoteness of the site, the number of employees on site. The highest level of personnel that could be found at a site is a Doctor and the lowest is an Intermediate Life Support paramedic.

2. What other services do you provide in remote sites?

MRI provides the following services to remote site clients:

  • First Aid Training.
  • Occupational health services.
  • Health education and promotion services.
3. How do your services differ from other service providers who provide similar services?

MRI has a holistic approach to health care. Our medics on sites are not limited to emergencies and primary health care; they also complement the safety and health teams onsite. They undertake health and safety inspections onsite.

Training Academy
1. Will I get hired by MRI after completing training?

Unfortunately we do not provide employment for our attendants/ customers but we offer quality training which will make you apt in the course undertaken.

2. Are the Academy courses Bota accredited?

Yes all our courses and instructors are Bota accredited.

3. How much does each course cost?

All our courses have a standard fee attached to them, this schedule of fees will be availed to the public through various media from time to time.

4. Can the courses be run for free?

As part of our Corporate Social Responsibility mandate MRI Botswana  occasionally provides training to schools and non- profit making organizations at no charge. This is done at the discretion of management.

5. Where is the training conducted?

Most of our training is conducted at our Head Office in Block 3 and in areas where MRI Botwana has an ambulance base. However, arrangements can be made to undertake the training at the client’s preferred venue, this is mostly for Corporate Clients or any client who has a booking of a minimum of 10 people.

6. How do I book my place for training?

In order to secure a seat in any of our class’s full payment for the anticipated training must be made at least 48 hours before the commencement of the training. Corporate clients may provide purchase orders, we also accept Cash, debit cards and cheques.

7. How long after the training will I receive my certificate- is the certificate delivered or do I come collect it?

Certificates will be ready for collection 3 working days after training for all Gaborone based training and 5 working days for bases outside of Gaborone.

8. What is the course content?

The course synopsis for all our courses will also be availed to our customers and the General public through different media.

9. Do I pay for meals or are they part of the package?

All our trainings are inclusive of meals (Breakfast and Lunch).  

Road Assist
1. How do I access MRI Roadside Assistance?

Call us on 17992 and our customer service representative will be able to give you all the assistance you need.  They will ask for your full name, phone number that you can be presently contacted at, as well as your vehicle registration number, car model and colour which would enable the service provider to identify the vehicle when they reach the scene.

2. I am not a member can I get roadside assistance?

Yes, please call the assistance line and you could be assisted by one of our service providers. However this means that payment arrangements would need to be made. between yourself and the  service providers.

3. I am a member but the car requiring assistance is not covered by the MRI Road assist membership?

All cars to be assisted under the road assist scheme are required to be already covered under the scheme which means MRI Road Assist will not be able to assist if the car is not registered with the scheme.

4. Does my MRI Road assist membership cover my caravan or trailer?

Currently the MRI Road Assist membership covers vehicles only. Therefore caravans or trailers are not covered.

5. Can I get Roadside assistance if I break down outside Botswana?

MRI Road Assist only covers vehicles within the borders of Botswana.

6. What is the question?