Frequently asked questions (FAQ)

Within Europe, we can respond very quickly in many situations. Depending on the location, team and vehicle availability, distance and medical complexity, an ambulance can often be scheduled at short notice. For urgent cases, we immediately assess which solution is both the fastest and medically responsible: road ambulance, medical escort on a commercial flight, stretcher flight or, if necessary, a private ambulance jet.

We operate 24/7, including at night, during weekends and on public holidays. This means that triage, planning, contact with family, coordination with hospitals and practical coordination do not have to wait until the next working day.

No. Medical repatriation and urgent patient transport do not adhere to office hours. That is why we can open a case, make a medical assessment and take the first logistical steps day and night.

Payment checks, availability checks, consultation with doctors and practical planning can also take place outside traditional office hours. This is especially important for international cases, as hospitals, airports, embassies and families are often located in different time zones.

Yes. We try to speed up repatriations by having different components take place in parallel rather than one after another. While the medical file is being assessed, our team can simultaneously review the route, check ambulance or escort team availability, prepare airline medical clearance and contact the departure and arrival locations.

The final speed remains dependent on factors such as medical stability, flight availability, airline approval, required documents, the local discharge procedure and any border or visa requirements. We accelerate where possible, but never at the expense of patient safety.

A short phone call, WhatsApp message or email is usually sufficient to start the initial assessment. At the beginning, we mainly need basic information:

• who the patient is and how we can reach the contact person;
• what the medical situation is, for example diagnosis, symptoms, oxygen requirements or mobility;
• where the patient is located: hospital, hotel, home address or another location;
• where the patient needs to go: hospital, rehabilitation centre, hospice or home address;
• whether medical documents, discharge letters, medication lists or recent vital signs are already available.

If information is still missing, that is no reason to wait. We can already open the case and meanwhile help request the missing documents.

Yes. Bed-to-bed assistance means that we organise not only the flight or driving segment, but the entire chain: collection from the departure bed, ambulance transport to the airport or destination, medical assistance during the journey and handover at the final location.

We ensure continuity of care throughout. This means that medication, monitoring, oxygen, mobilisation, comfort and communication are monitored during the journey. Upon arrival, we hand the patient over in a structured manner to the hospital, residential care centre, hospice or family at home.

Yes. For international cases, we work with local ambulance partners and ground handlers. Our own medical team can travel with the patient so that medical responsibility and continuity remain with the same team as much as possible.

In countries outside Europe, we carefully assess the local situation: distance to the airport, quality of local transport, administrative requirements, medical stability, available flight connections and any risks during the journey. This helps us avoid transferring the patient unnecessarily often between unfamiliar parties.

Yes, provided that a prior medical assessment confirms that transport is responsible. Ventilated patients require a MICU/ICU approach with specialised equipment, experienced staff, emergency medication, monitoring and a clear plan for unexpected situations.

We work with transport ventilators suitable for use on the ground and, when permitted by aviation regulations, during air transport. For each case, we assess, among other things, the ventilator settings, oxygen consumption, haemodynamics, infusion management, sedation, airway safety and duration of the journey.

Yes. Neonates and premature infants can only be transported with adapted NICU equipment and a team experienced in neonatal care. This may include incubator transport, temperature control, oxygen or ventilation, infusion pumps, monitoring and medication suitable for newborns.

Before departure, we coordinate with the treating doctors and the receiving centre. The key questions are: is the child stable enough for transport, what support is required, how long will the journey take and is there sufficient margin for unexpected delays along the way?

Yes. We regularly transport patients with dementia, delirium, confusion or cognitive decline. Our approach is calm, respectful and predictable. We limit stimuli where possible, explain procedures clearly and try not to unnecessarily confront or correct the patient.

In advance, we would appreciate information about behaviour, fears, medication, sleep-wake rhythm, mobility and what reassures the patient. Sometimes it helps if a trusted family member travels along or if personal belongings accompany the patient, such as glasses, a hearing aid, a photograph, a blanket or a familiar item of clothing.

Incontinence is not a problem and is common during medical transport. We handle it discreetly and with dignity. The patient does not need to feel ashamed, and the family does not need to resolve this themselves during transport.

Depending on the situation, we provide absorbent materials, stretcher protection, a bedpan, urinal, condom catheter or catheterisation when medically indicated and permitted. Hygiene, skin protection and comfort remain important throughout the entire journey.

Yes, but this must be clearly reported in advance. In cases of infection, colonisation or an isolation indication, we must determine the appropriate level of protection for the patient, team, family, ambulance, airport staff and receiving healthcare facility.

We assess, among other things, the type of infection, route of transmission, required personal protective equipment, cleaning/disinfection after transport, the possibility of accompanying family and any restrictions imposed by airlines or hospitals. Safe transport is often possible, but it requires proper preparation.

In many cases, a maximum of one family member or companion can travel along, depending on the space, route, medical condition, infection risk and chosen mode of transport. During long-distance ambulance transport, the safety of the patient and team must always remain the priority.

For air transport, this also depends on airline approval, ticket availability, medical equipment and any isolation measures. If travelling along is not responsible or not permitted, we help look for alternatives such as a separate flight, telephone updates or handover to family at the destination.

No, the need for oxygen is not in itself a problem, but it must be assessed correctly. During a commercial flight, cabin pressure is lower than at sea level, meaning that some patients may need more oxygen than on the ground. We therefore assess saturation, diagnosis, haemoglobin, exercise tolerance, current flow, any ventilation or CPAP/BiPAP and the duration of the journey.

Depending on the airline, oxygen may be provided through approved portable oxygen concentrators, airline oxygen or other approved solutions. Compressed oxygen cylinders are restricted or not permitted by many airlines. We therefore always arrange this in advance according to the rules of the airline concerned.

No. Not every patient is suitable for a commercial flight or even for air transport. Recent surgery, unstable vital signs, untreated pneumothorax, severe oxygen requirements, infection risk, psychiatric agitation or rapid clinical deterioration can sometimes make flying irresponsible.

If flying is not safe or not permitted, we assess alternatives. This may be a MICU ambulance by road, postponement until stabilisation, admission to a nearby hospital or a private ambulance jet with more intensive medical capabilities. The safest solution is not always the fastest flight.

We are not tied to one airline. For each case, we choose the option that best fits medically, practically and logistically. We consider the route, transfers, flight time, seat configuration, medical regulations, oxygen policy, stretcher options, available dates and the speed of medical clearance.

We work with European, international and long-haul airlines when they permit the requested medical transport. Examples may include:

• KLM
• Brussels Airlines
• Turkish Airlines
• Lufthansa
• Swiss
• Air France
• Thai Airways
• TUI
• Transavia
• Condor
• Eurowings

The final choice always depends on what the airline permits at that time and what is medically responsible.

Commercial stretcher flights are generally not available with American and Canadian mainline carriers. For patients who cannot travel seated, it is therefore often necessary to consider a private ambulance jet, ground transport or a route via an airline that does offer a suitable medical solution.

For seated patients with medical assistance, American airlines may sometimes offer options, for example with a medical escort and approved medical equipment. This must be confirmed in advance for each airline and each case, especially in the event of oxygen use, limited mobility or medical equipment on board.

Airline medical clearance often takes 48 to 72 hours, but this is not a fixed guarantee. Some straightforward cases may be approved more quickly, while complex cases take longer due to additional medical questions, required fit-to-fly documents, oxygen requests, stretcher configuration, ground handling or coordination between multiple departments.

To minimise delays, we collect all relevant information as quickly as possible: diagnosis, medical history, vital signs, oxygen requirements, mobility, medication, infection status, treating doctor, departure and arrival details and any special equipment. The more complete the file, the greater the likelihood of a smooth assessment.

Yes, but it must be limited and safely packed. Everything in an ambulance must be secured, as loose items can be dangerous to the patient and team during braking or an accident. We therefore indicate in advance how much luggage is realistic and how best to pack it.

Important personal belongings such as identity documents, medication, glasses, hearing aids, telephone, charger and comfortable clothing are given priority. Large suitcases, loose bags or fragile items may sometimes be better transported separately with family or by courier.

Yes. Sensitive situations are part of care and are handled discreetly by us. Incontinence, confusion, anxiety, odour problems, limited self-care or behavioural changes are not reasons to refuse transport.

We communicate respectfully, shield the patient where possible and ensure hygiene, comfort and calm. The aim is for the patient to arrive safely without unnecessary stress or loss of dignity.

Usually not. Medical documents are often provided in Dutch, French, English, German, Spanish or a local language. We can assess the content and, where necessary, translate or summarise it for the parties involved.

For airline medical clearance, receiving hospitals or insurers, a clear medical summary is often more important than a literal translation. If an official or certified translation is required, we will clearly indicate this.

If a passport or identity document is missing, we look at the options together with the family, hospital, consulate or embassy. In some cases, an emergency document or temporary travel document can be requested.

For critical patients, practical support may be required to safely bring the patient to a consulate, embassy or other official body. Feasibility depends on the medical condition, local regulations and the speed at which documents can be issued.

This sometimes occurs internationally. A hospital may be reluctant because of local regulations, liability, administration, language barriers or a difference in medical assessment. We always try to work professionally and respectfully with the treating doctors.

Ultimately, we assess whether a patient can be transported safely within our capabilities. We need medical information for this and make our own risk assessment. If transport is responsible, we help with communication, handover and practical discharge planning. If transport is not responsible, we clearly explain why.

No. We work for insurers, mutual health funds, hospitals and brokers as well as private individuals and families. Insurance can help with reimbursement or approval, but it is not a condition for opening a case.

When there is no insurance, the transport can be arranged privately. We will then indicate as clearly as possible what is included, which options are available and which costs depend on the route, team, equipment, duration, flight options and medical complexity.

We can quickly begin the initial triage and practical preparation. The actual execution of a mission starts after approval of the quotation and, where applicable, after receipt or confirmation of payment.

Because medical transports are often urgent, we also check payments and confirmations outside office hours. This means that a case does not have to come to an unnecessary standstill during the night, at weekends or on public holidays.

We use professionally equipped ambulances suitable for medical transport over short and long distances. The vehicles are designed to transport patients comfortably, safely and under medical supervision.

Depending on the mission, the vehicle is prepared for BLS, ALS, MICU or NICU transport. We coordinate the stretcher, monitoring, oxygen, medication, ventilation, infusion pumps and additional equipment according to the patient’s condition.

Yes. Long-distance transport requires more than just an ambulance. Comfort, stability, power supply, climate control, team rotation, equipment safety and patient monitoring are essential for carrying out journeys lasting many hours responsibly.

Our vehicles include, among other things:

• air suspension for comfort and stability;
• electric stretchers for safe loading and positioning;
• crash-tested interior and secure attachment points;
• medical power supply for equipment;
• compatibility with incubator or intensive care configurations;
• options for temperature-sensitive medication;
• heated and controlled compartments where necessary.

We use professional monitoring suitable for transport medicine. Depending on the patient, we may monitor heart rhythm, blood pressure, saturation, respiratory rate, temperature, capnography and other parameters.

During intensive transports, monitoring is continuously interpreted by the medical team so that changes are noticed and treated quickly during the journey. The exact equipment is tailored to the type of transport and clinical need.

For ventilated patients, we use transport ventilators suitable for mobile care and intensive monitoring. It is important that the ventilator works reliably during movement, in an ambulance setting and, when permitted, in an aviation setting.

Before departure, we check battery capacity, oxygen supply, settings, tubing, filters, backup equipment and emergency scenarios, among other things. For every ventilated patient, we provide a plan for manual ventilation and technical failure.

Our vehicles are preventively maintained according to a strict schedule. Regular maintenance reduces the risk of technical problems and is particularly important during international journeys or transports involving vulnerable patients.

In addition to technical maintenance, we also check medical equipment, supplies, oxygen, power supply, fastening systems, hygiene and cleaning. A vehicle only departs when both the vehicle and the medical setup are suitable for the planned mission.

Yes. Bryan Morgan Care operates as an accredited ambulance service within the applicable regulations. Accreditation and proper organisation are important because medical transport requires responsibility, quality control and safe procedures.

For international repatriation, we combine medical care, logistical coordination and administrative follow-up. We therefore work with clear processes for triage, planning, handover, equipment checks and reporting.

Yes. Our nurses and medical team members hold the required professional registrations and relevant experience in patient transport, emergency care, intensive care or repatriation, depending on their role within the mission.

For more complex transports, we select the team based on the medical need. A stable seated patient requires a different team composition from a ventilated ICU patient, a neonate or a palliative patient with complex symptom management.

Yes. Ambulance care and medical transport are subject to quality requirements, procedures and external supervision. Depending on the activity, audits, inspections or quality assessments may relate to organisation, safety, hygiene, staff, documentation and equipment.

We consider supervision important because patients and families must be able to rely on safe care, clear responsibility and professional execution, especially when transport is international or medically complex.

Yes. We are also involved in education and practical experience for students and healthcare professionals. Medical transport is a specialised field in which clinical knowledge, communication, logistics and safety come together.

Interns or trainees are only deployed within their competencies and under appropriate supervision. Patient safety and privacy always remain the priority.

• Do I have to arrange everything myself? No. We can take over the coordination and explain what information is needed.
• Can this be arranged quickly? Often yes, but speed depends on medical stability, route, documents and transport option.
• Can a family member accompany the patient? Usually one person can accompany the patient, unless safety, space, infection or airline regulations prevent this.
• Is embarrassment due to incontinence or dementia a problem? No. We handle this discreetly and respectfully.
• Can the patient go home or to a hospital? Both are possible, provided the destination is safe and prepared.
• What if there is no passport? We can help explore contact with the consulate or embassy.
• What if there is no insurance? Private transport is possible after approval of the quotation.
• Will we receive updates? Yes. We keep the contact person informed during preparation and execution.

• Who determines suitability for transport? Our medical team makes its own assessment within the available resources and route.
• What is needed for triage? Diagnosis, vital signs, oxygen/FiO2, medication, mobility, infection status and recent clinical progress.
• Do you arrange fit-to-fly? We help prepare and submit the request to the airline when a commercial flight is being considered.
• Who is responsible during transport? During the mission, care responsibility lies with the transport team within the agreed assignment.
• Do you provide MICU/NICU transport? Yes, when the appropriate equipment, staffing and route are available.
• Do you provide palliative transport? Yes. Comfort, symptom management, dignity and communication with the family are central in these cases.

• Bed-to-bed? Yes, including the departure ambulance, medical assistance and handover at the destination.
• Complex regions or conflict areas? For each case, we assess safety, local partners, route and feasibility.
• Partner ambulances? Yes, worldwide where necessary, coordinated by our team.
• Airline clearance? We prepare the medical application, documents and practical coordination.
• Liability? Responsibility is clearly defined in advance according to the assignment, insurance policies and applicable regulations.
• Quality audits? We work with quality procedures and external supervision where applicable.
• Sleepovers? If clinically or logistically necessary, for example during long journeys or waiting times.
• Acceleration? Yes. Speeding up the process through parallel planning and medical decision-making is an important part of our approach.

A patient in Faro needed to be transferred to Jersey. The local hospital was reluctant to discharge the patient, but after medical assessment, transport was found to be responsible within the available resources. We prepared the case medically and practically, including route planning, ambulance deployment and coordination with the arrival location.

Because Jersey has specific logistical limitations, such as ferry windows and limited options for ambulance transport, precise timing was crucial. By coordinating all the links in advance, the patient could be safely handed over without unnecessary delay.

A patient suffered a heart attack in Kalamata and needed to return to Frankfurt for further care. Following initial triage, we assessed which mode of transport was safe and feasible. Our medical escort team was dispatched quickly to Greece, while flight options, medical documents and the handover in Frankfurt were prepared simultaneously.

The patient was able to be repatriated the following morning on a commercial flight under medical supervision. Upon arrival, the patient was handed over directly to cardiology, preserving continuity of care.

A terminally ill patient in a small Thai village deteriorated more quickly than expected. Because time, comfort and dignity were central, local ambulance transport was arranged while a medical team departed from Brussels in parallel.

After the team arrived, the patient was carefully prepared for the long journey. The handover in San Francisco focused on comfort, symptom management and the family. In palliative repatriations, the aim is not only safe transport, but above all a dignified journey with as little burden as possible for the patient and loved ones.

A Swiss couple experienced premature rupture of membranes in Southern Spain. Because local NICU capacity was limited and more options were available in Switzerland, an intensive medical transport was prepared. This required extensive risk assessment, monitoring, team planning and coordination with the receiving centre.

MICU resources were deployed for the transport, and the condition of the mother and foetus was continuously monitored. Through team rotation, specialised equipment and a clear handover, the patient could be safely delivered to Zurich for further treatment.