Our newsroom received a complaint regarding the handling of protocols when calling an ambulance for a family member who had an epileptic attack at home. The person was alone and could not call anyone else in Aruba to dial 911 for him. Family members in the Netherlands, who constantly worry about their loved ones in Aruba, find themselves in situations where they must call Aruba to request an ambulance yet they do not receive the necessary help. From the Netherlands, you cannot call 911, so they call IMSAN or the hospital to take action. Unfortunately, the response they receive in moments where minutes truly matter for a human life falls far short.
From the Netherlands, Mrs. Oduber Bermudes recounts what happened as she tried to save her brother in Aruba.
The Emergency Situation
On December 6, 2025, I learned that my brother in Aruba had collapsed and was unresponsive.
He had been unconscious for over twenty minutes, and combined with his epilepsy, this was a life-threatening situation.
I did what someone must do in an emergency: I stayed calm, I assessed the situation, and I immediately took action by calling the IMSAN First Aid department in Aruba from the Netherlands, in a calm and functional manner.
• What I expected: help.
• What I got: a voicemail.
In an emergency, you should never get a voicemail.
Every second counts.
When I finally spoke with a person who answered the phone and clearly explained the situation, the response was:
“You need to call 9-1-1.”
I explained clearly:
• I am in the Netherlands
• 9-1-1 does not work here
• I have the address
• my brother is unresponsive
• it is a medical emergency
But the answer remained the same: “No. I cannot do that.”
Time passed while my brother lay unconscious. “This call was not just a call. It was time I lost explaining the situation and begging for help, while the patient — my brother — lay bleeding on the ground.”
Three Documented Moments, One Pattern (IMSAN calls)
December 6, 2025 — 2 min 47 sec → no help
July 27, 2025 — 2 min 50 sec → no help
August 14, 2025 — question about an international emergency number → never answered
This is not an isolated incident.
This is repetition.
And repetition makes this a systemic problem.
My Message to the Aruban Community
Dear people of Aruba, This is not only about my family. This affects everyone connected to Aruba, no matter where you are in the world.
When someone in Aruba is in mortal danger, it should always be possible to receive help. The place you call should never make sending an ambulance difficult. If a loved one is in danger, you must — no matter where you are — be able to reach the correct service immediately.
Where protocol ends, humanity must begin.
What Is Happening: Structural System Failure
This was not a mistake or misunderstanding.
This is a destructive systemic issue.
Patterns:
Citizens’ questions remain unanswered
Responsibility is passed to someone else
No feedback or explanation
No response to essential information
No action when citizens report danger
This creates systemic failure, systemic danger, and systemic harm.
How Does the System Really Work?
Anyone who thinks this is something small is mistaken.
This is not a leaking faucet.
This is an entire water tank.
Today I am showing only the first drop.
Final Words
This is not the end. It is only a chapter.
The next chapters will come later.
This article is addressed to the community, to the citizens.
At the same time, I will continue the formal complaint procedure.
And if necessary, I will present this to the Ombudsman of Aruba.
