Eastern Cape Health Moves to Restore Trust After EMS Video

Eastern Cape Health Responds to Viral EMS Control Room Video

The Eastern Cape Department of Health has moved to address public concern following the circulation of video footage on social media showing Emergency Medical Services (EMS) call takers at a control room in Nelson Mandela Bay.

In a media statement issued on Friday, the department confirmed that it had noted the footage with serious concern and has since established that the images and videos are not recent. According to the department, markers visible in the footage indicate that the material is more than six months old.

Health authorities said the timing of the video’s circulation has raised suspicions that it may form part of a deliberate attempt to discredit the department, particularly given that it is being shared long after it was originally recorded.

EMS service remains operational

Despite the controversy, the department emphasised that EMS remains a critical component of the provincial healthcare system. Officials stressed that thousands of emergency calls are successfully processed and responded to daily across the Eastern Cape.

However, the department acknowledged that the behaviour depicted in the footage does not meet the professional standards expected from EMS personnel and does not reflect the values the service aims to uphold.

Internal investigation underway

An internal process has been initiated to establish the full context surrounding the footage. The department clarified that while EMS employees are entitled to regulated breaks during shifts, sleeping or eating at workstations instead of designated rest areas constitutes a breach of professional protocol.

At the same time, the department is also investigating the conduct of the individual who recorded and distributed the footage. Officials stated that sharing internal departmental operations publicly, without proper context, contravenes the department’s Communication Policy and risks undermining the morale and credibility of the wider EMS workforce.

Pressure on EMS resources acknowledged

The Department of Health conceded that EMS personnel operate under significant strain due to high demand and limited resources, a challenge faced across the province on a daily basis. However, it maintained that resource constraints cannot justify lapses in professional vigilance, particularly in critical services such as emergency call handling.

Plans for reform and professionalisation

Looking ahead, the department said its response would go beyond disciplinary measures. Work is currently underway to finalise a framework aimed at professionalising EMS Communication Centre operations across the province.

This framework is expected to align EMS control room operations with international best practices and will include improved oversight mechanisms, mental health support for staff working in high-pressure environments, and the introduction of modernised dispatch technology.

The department also reaffirmed that the Batho Pele principles of customer service will continue to form a central part of training programmes for EMS call takers and dispatch officers.

Public urged to continue using emergency lines

In closing, the Eastern Cape Department of Health urged residents not to lose confidence in emergency services and to continue using the 10177 and 112 emergency lines when assistance is needed. The department stressed that EMS teams remain on duty around the clock, working to save lives across the province.

Residents have been encouraged to allow the internal processes to run their course while the department works to strengthen systems and restore public trust in emergency medical services.