SHA Ambulance Number 922: How Kenya’s Free Emergency Dispatch Service Works
The Social Health Authority (SHA) is rolling out a National Ambulance Dispatch Center that will give every Kenyan resident access to a free emergency ambulance via a single toll-free number: 922. The service is funded through SHA’s Emergency, Critical and Chronic Illness Fund (ECCIF) and is available to all residents — whether or not they are registered with SHA or have paid any premiums.
This guide covers what the service is, who qualifies, what counts as an emergency, how the dispatch system works, and what happens after the ambulance picks you up. Every fact here is drawn from SHA’s official communications, a named interview with SHA’s Deputy Director for County Coordination, and the Emergency Medicine Kenya Foundation’s coverage of the rollout.
(testing phase)
What Is SHA’s National Ambulance Dispatch Center?
SHA is establishing a National Ambulance Dispatch Center based in Nairobi, staffed by trained dispatchers who have undergone two months of specialised training and who will operate around the clock.
Using geolocation technology, dispatchers will identify the nearest available accredited ambulance and the closest emergency care facility prepared to receive the patient — including facilities with theatres and Intensive Care Units (ICUs). The dispatcher confirms the facility’s readiness before sending the ambulance.
SHA CEO Dr. Mercy Mwangangi has described the center as primarily a coordinating and claims framework: it will direct county, private, hospital, and faith-based ambulances that have been vetted and formally contracted after clearance by the Kenya Medical Practitioners and Dentists Council (KMPDC). KMPDC is building a national database of accredited emergency care centers to support the rollout.
What Is the SHA Ambulance Number?
Toll-free number: 922
922 has been secured from the Communications Authority of Kenya specifically for SHA’s National Ambulance Dispatch Center. It is currently in a public testing and simulation phase — the official live launch date has not yet been announced.
- Call from any network — the number is toll-free
- During the testing phase: dial 922, describe a simulated emergency, and tell the operator it is a simulation
- Once live, 922 is strictly for real medical emergencies only
Existing helpline: 147 (SHA general inquiries)
SHA’s current toll-free helpline 147 remains active for general SHA matters — registration, SHIF contributions, facility accreditation queries. It is not the emergency dispatch number.
Who Can Use This Service?
The SHA ambulance service is open to all Kenyan residents — whether or not they are registered with SHA or the Social Health Insurance Fund (SHIF), and regardless of whether they have paid any premiums.
This is because the service is funded entirely through ECCIF — the Emergency, Critical and Chronic Illness Fund — which is a government-funded pool established under the Social Health Insurance Act 2023. It does not draw from individual SHIF premium contributions.
What Counts as a Medical Emergency Under SHA?
SHA defines a medical emergency as any situation where someone’s life is in danger and requires immediate medical attention. The ECCIF package covers life-threatening conditions, including but not limited to:
What Does NOT Qualify for Ambulance Dispatch?
SHA has been clear that 922 must be reserved for life-threatening emergencies only. Calling for the following reasons takes the line away from people who genuinely need it:
How the Dispatch System Works
When 922 goes live, calling it connects you to a trained dispatcher at the National Ambulance Dispatch Center. Here is what happens next:
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Emergency triage
The dispatcher assesses whether your situation qualifies as a medical emergency under ECCIF criteria.
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Ambulance identification
Using geolocation technology, the dispatcher identifies the nearest available accredited ambulance from the contracted national network.
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Facility check
The dispatcher identifies the closest emergency care facility equipped for your case — theatres and ICUs where needed — and confirms it is ready to receive the patient.
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Dispatch and coordination
The ambulance is dispatched. The dispatcher coordinates the patient handover to the emergency care center.
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Claim processing begins
As soon as the patient is delivered, the reimbursement claim for the ambulance provider begins immediately — SHA has committed to fast-tracked processing.
How Ambulance Providers Are Paid
SHA reimburses ambulance providers — which include county government ambulances, private providers, hospital ambulances, and faith-based organisation vehicles — at rates set by actuarial experts:
| Distance | SHA Reimbursement Rate |
|---|---|
| First 25 kilometres | Ksh 4,500 (flat rate) |
| Every additional kilometre beyond 25 km | Ksh 75 per km |
What Happens After the Ambulance Arrives
First 24 hours — ECCIF covers everything
The ECCIF emergency cover is capped at 24 hours of emergency treatment. The goal within that window is patient stabilisation. No cash deposit is required from the patient at the point of care.
After 24 hours — transition to SHIF
Patients who are SHA/SHIF members transition to SHIF coverage for continued inpatient treatment after the 24-hour emergency cap. Patients who are not registered with SHIF should use this window to register.
Referrals to higher-level facilities
Where the nearest emergency care center cannot handle the patient’s condition, the dispatcher will arrange a referral to a KMPDC-certified facility with the required capacity — theatres, ICUs, or specialist services.
What Is ECCIF?
The Emergency, Critical and Chronic Illness Fund (ECCIF) is one of three funds established under the Social Health Insurance Act 2023, which brought SHA into force in October 2024. The other two are the Primary Health Care Fund and the Social Health Insurance Fund (SHIF).
ECCIF is funded directly by the government — not by individual premiums — which is why the ambulance evacuation service is accessible to all residents regardless of SHA registration or payment status. According to SHA’s Deputy Director for County Coordination, ECCIF covers emergencies including accidents, heart attacks, strokes, snake bites, and other critical conditions, ensuring that no Kenyan is denied urgent care due to cost.
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Chat on WhatsApp +254751947700Frequently Asked Questions
Does SHA cover ambulance services?
Yes. SHA’s ambulance evacuation service is covered under the Emergency, Critical and Chronic Illness Fund (ECCIF). It is available to all Kenyan residents regardless of SHA registration or premium payment status.
What is the SHA emergency number?
The designated toll-free emergency number is 922, currently in the public testing and simulation phase. The existing SHA helpline for general inquiries is 147.
Is the SHA ambulance service actually free?
Yes. The service is funded through ECCIF, a government-funded pool. There is no out-of-pocket charge to the patient for ambulance dispatch or the first 24 hours of emergency care, regardless of SHA registration status.
Which number do I call for an ambulance in Kenya through SHA?
Once 922 goes live, dial 922 toll-free from any mobile network. During the current testing phase you can dial 922 and inform the operator it is a simulation. Do not use 147 for emergencies — that is SHA’s general helpline.
Do I need to be registered with SHA to use the ambulance service?
No. The SHA ambulance service under ECCIF is available to all Kenyan residents, whether or not they are registered with SHA or SHIF, and whether or not they have paid premiums.
What happens after the 24-hour emergency cover ends?
ECCIF covers the first 24 hours of emergency care, after which the patient is expected to be stabilised. SHA/SHIF members then transition to SHIF coverage for continued treatment. If you are not yet registered with SHIF, use the 24-hour window to begin the registration process.
Who owns and operates the ambulances?
The National Ambulance Dispatch Center does not own its own fleet. It coordinates a contracted network of ambulances owned by county governments, private providers, hospitals, and faith-based organisations — all vetted and accredited by the Kenya Medical Practitioners and Dentists Council (KMPDC) before entering formal contracts with SHA.
What if I live in a rural area far from a hospital?
SHA acknowledges this challenge. The dispatch center will use geolocation combined with local landmarks such as schools and churches to help locate callers in remote areas. Coverage and response times are expected to improve as more ambulances are onboarded nationwide.
