Not Every Medical Emergency Requires Immediate Hospital Admission
In Berlin, you have various options depending on the severity of your condition: the outpatient emergency service (medical on-call service) on one hand and the emergency room (emergency department at the hospital) on the other. But which one should you contact? Here we explain the difference and provide guidance.
Outpatient Emergency Service
Outpatient emergency service essentially refers to the medical on-call service – the provision of care for acute patients outside regular office hours, but on an outpatient basis (without hospital admission). The outpatient emergency service is operated by private practice physicians, typically in on-call clinics or via house calls from general practitioners, and can be reached at the number 116117.
The emergency room (also called emergency department) is the hospital department that provides inpatient emergency care 24 hours a day, especially for severe, life-threatening cases or injuries requiring immediate clinical treatment.
When Is Each Service Responsible?
A general rule of thumb: Life-threatening or very severe symptoms = call 112 and go to the emergency room. Everything else that is urgent but not life-threatening = call 116117, outpatient emergency service. In many situations, this distinction is clear – for example, with loss of consciousness, suspected heart attack or stroke, severe accidents, heavy bleeding, etc., you should always call the emergency services (112).
For moderately severe acute illnesses such as high fever, acute pain, infections that cannot wait until morning, the outpatient emergency service (116117) is the right choice.
Why Not Always Go Directly to the Hospital?
Many patients tend to visit the hospital emergency room in the evening even for minor complaints. However, emergency rooms are often overwhelmed – in Berlin, emergency departments are sometimes "flooded" with patients, many of whom do not actually need hospital treatment.
According to a BZ Berlin report, approximately 680,000 out of 1.2 million patients at Berlin hospital emergency departments went home without inpatient treatment – these were predominantly outpatient cases, not actual emergencies requiring hospitalization.
For such patients, the outpatient emergency service is the better option: they often receive care more quickly and simultaneously help keep emergency rooms available for genuine emergencies. The concept of on-call service clinics was introduced precisely for this reason – to relieve hospitals by treating outpatient emergencies outside of regular office hours elsewhere.
What Happens When You Call 116117?
The KV Berlin control center will first clarify whether your case can be handled on an outpatient basis or whether an emergency physician is needed. If the latter – for example, in case of suspected heart attack – an ambulance/emergency physician would be sent immediately.
In all other cases, you will be directed to an on-call clinic or a physician will be sent to you. The major advantage: you are told on the phone where you can go or when the doctor will arrive. This prevents you from driving aimlessly to the wrong facility.
Additionally, phone staff can provide important advice, for example, what you can do while waiting for the doctor or which documents (insurance card, medication list, etc.) you should have ready.
Outpatient Emergency Service in Practice
If you are mobile, you will usually be advised to visit an on-call medical clinic (emergency service clinic). In Berlin, there are several such facilities (see below) that treat patients without an appointment on weekends and evenings.
This is similar to a doctor's visit, just outside regular hours. You go there, check in at the reception, and receive treatment.
Often, waiting times are moderate – according to a survey, approximately 37% of patients in on-call clinics waited less than 15 minutes, with an average of about 30 minutes (for urgent cases). Of course, it can be busier depending on demand; long waiting room times occasionally cause frustration.
Important: If you have urgent complaints (such as a child with very high fever), mention this immediately during check-in so that clinic staff do not make you wait too long. The on-call physician can examine you, provide treatment, prescribe medications, or issue a hospital referral if necessary.
Outpatient Emergency Service as a House Call
If you are unable to leave home or are bedridden, the doctor will also come to your home. The procedure: after your call, the control center informs a visiting physician of your location, and depending on priority and route planning, they will make their way to you.
As mentioned, the vehicles are specially marked (magenta with 116117 lettering), often small cars equipped with medical equipment.
Such an on-call physician can provide almost all standard general practice services: examination, wound care, injections, infusions, medication administration, prescriptions, medical certificates, consultation. In their emergency kit, they carry items such as oxygen, infusions, bandage materials, some medications, etc.
This service is also aptly called "emergency room for your home" since it provides the equivalent of a small emergency department – just in your own living space.
Gray Areas
Sometimes it is not clear whether a case should be handled on an outpatient basis (116117) or at the hospital (112). When in doubt, you can always call 116117, as they will help you.
Staff members are trained to recognize important warning signs – they use software and medical expertise to provide you with a recommendation. If it turns out during the conversation that the situation is more serious, they can still alert the emergency physician.
So if you are unsure, do not hesitate to call this number and describe your symptoms. It is always better to seek advice than to delay seeking care for a genuine emergency or make an unnecessary trip to the clinic.
Summary
The outpatient emergency service (medical on-call service) is your contact in Berlin for urgent, outpatient medical care outside of regular office hours. The hospital emergency room is reserved for the most severe, acute emergencies.
Both systems work hand in hand: the outpatient service relieves hospitals, and conversely, control centers fall back on emergency services when in doubt.
For patients, this means: you have options. Use 116117 as your guide through the system – this way you get the right care at the right place.