Remote rescues and rapid responses

You have been with HAC Medical for over two years. What have been the biggest changes you’ve seen in the industry in that time?

Everything in the industry today is geared towards digital advancements – we’re seeing a major move to paperless systems and technology-driven solutions. Over the past two years, one of the biggest changes I’ve seen is this rapid shift towards online connectivity and innovation. This transformation has encouraged us at HAC Medical to adapt and modernise our approach to providing care in remote locations.

One of our key developments has been the creation of our Remote Rescue medical application. The app allows people in isolated or hard-to-reach areas to contact us directly using geolocation technology, helping us respond faster. This digital evolution has not only improved accessibility but also pushed us to invest more in technology that bridges the gap between patients and emergency healthcare, ensuring critical support is delivered as quickly as possible.

The app allows people in isolated or hard-to-reach areas to contact us directly using geolocation technology, helping us respond faster

HAC Medical often operates in remote environments. What are the main challenges you face?

One of the main challenges that HAC Medical faces operating in remote areas is the lack of reliable communication and limited clinical information before we arrive. Because of this, every case must be treated as if it were a primary emergency. Zimbabwe covers about 390,757km2, making it slightly larger than Germany, Belgium and Luxembourg combined. We have several international airports – Harare, Bulawayo, and Victoria Falls – but only one has 24-hour operations. As a result, many regions have very limited access at night – roads are often impassable or non-existent, leaving air travel as the only option.

The biggest obstacle is getting relevant medical information fast and being able to respond and return before nightfall. On top of that, we often deal with international insurance companies that require stabilisation and clinical reports before evacuation – even though in remote settings evacuation is often required immediately because available medical services are so minimal.

How does the crew prepare for unpredictable terrain, weather, or infrastructure limitations when operating in these remote regions?

Knowledge of the region is key to running safe and successful operations. Our crews rely on detailed pre-flight risk assessments, updated databases, and strong communication networks with local operators. We’ve also positioned paramedics at certain remote camps to provide immediate on-site care and accurate information before an extraction is required.

Operating in unpredictable terrain and weather – especially during the Intertropical Convergence Zone period from October to January – requires precise planning. Most flights are scheduled for early mornings, as storms typically build later in the day. However, emergencies often occur in the afternoons, so timing and weather forecasting are critical.

Each mission is staffed with highly experienced flight doctors and nurses, fully equipped for intensive-care-level treatment. Because medical information from the field can be limited or inaccurate, we prepare for the worst-case scenario on every call to ensure patient safety and mission success.

What technologies or protocols do you rely on to maintain safety and efficiency during long-range evacuations to isolated areas?

To maintain safety and efficiency during longrange evacuations, we equip our aircraft with the most advanced technology available. All communication systems are satellite-based, ensuring constant real-time contact between the pilots, medical crews, our operations centre, and the Medical Director – without relying on GSM networks.

We also use Starlink mobile kits, which allow continuous communication from the ground, even in extremely remote regions. This capability has been transformative, enabling immediate feedback, updates, and coordination throughout every stage of a mission. This information is also relayed to the client or insurer. Our operations centre also employs advanced safety management and monitoring tools to track each flight and assess potential risks in real time.

Additionally, we rely on multiple aviation weather platforms to provide frequent updates and alerts, allowing us to reroute or delay flights when necessary. Most importantly, our onboard medical teams are fully supported by specialists at base, ensuring expert input throughout the evacuation process.

How have your partnerships with international assistance networks expanded your operational footprint and response capabilities across borders?

Our partnerships with international assistance networks have been instrumental in strengthening our operational footprint and response capabilities across borders. Much of this growth has come organically through strong relationships and consistent performance – partners who are satisfied with our service continue to refer new cases, which naturally expands our reach.

These collaborations are especially critical in time-sensitive situations, as they enable faster communication, quicker authorisations, and more efficient coordination between countries. While our primary focus remains on remote and hard-to-reach regions, these partnerships have allowed us to extend our services into neighbouring nations where few other providers operate, such as parts of the DRC and Mozambique.

By maintaining a reputation for reliability and high clinical standards, we’ve become a trusted partner for many international assistance companies, ensuring that patients receive timely, professional care no matter how challenging or isolated the location.

Can you share a short example of a cross-border collaboration that significantly improved patient outcomes or streamlined coordination?

Yes, a great example would be our collaboration with one of our assistance partners in South Africa, which has significantly improved patient transfers across the border. In the past, one of the main delays in cross-border evacuations involved securing hospital bookings and bed availability before a patient could be moved.

Through our partnership within the Travel Network Alliance in South Africa, we’ve streamlined that entire process. We now have direct communication channels with hospitals, allowing us to confirm admissions and obtain medical clearances much faster.

This coordination has dramatically reduced transfer times and minimised delays at border control. As a result, patients who previously might have waited several hours for authorisation can now be moved swiftly and safely into definitive care. It’s an excellent example of how collaboration and shared systems between regional partners can directly improve patient outcomes and operational efficiency.

Our crews rely on detailed pre-flight risk assessments, updated databases, and strong communication networks with local operators

What criteria do you use when selecting global partners, and how do you ensure alignment in standards, communication, and mission values?

When selecting global partners, we focus on collaboration with organisations that share our commitment to professionalism, integrity, and patient-centred care. As a proud member of the International Assistance Group (IAG), we align ourselves with companies that uphold the same high ethical and operational standards required within that network. Working within this framework ensures consistency in quality, communication, and mission values across all partners.

We seek partners who demonstrate reliability, transparency, and a willingness to go the extra mile for patients – values that are central to HAC Medical’s ethos. These shared principles not only enhance cooperation but also streamline approval processes, improve coordination, and ensure accountability on both sides. Ultimately, strong alignment with trusted international networks allows us to maintain seamless, efficient operations and deliver the highest standard of care to patients, no matter where in the world they may be.