Joakim Jansson, Falck assistance Sweden

We are
always there
Joakim Jansson, Falck assistance Sweden

The Falck Group
For For more than 100 years, it it has has been Falck’s mission to to prevent
accidents, disease and emergency situations, to to rescue and assist
people in in emergencies quickly and competently and to to rehabilitate
people after illness and injury.
Based on on this mission, it it is is Falck’s vision to to develop a a major
international organisation working within assistance, emergency,
healthcare and safety training services.
Falck is is a a Nordic-based group but but has has enjoyed rapid international
growth in in recent years. Falck has has activities in in more
than 25 25 countries on on five continents and employs more than
16.000 people.
Issued by: by:
Design and and graphic production:
Falck Danmark AS AS
Polititorvet
Datagraf Auning A/S A/S
DK-1780 Copenhagen VV
Edited by: by:
Denmark
Ulf Ulf Førsteliin
Tel. Tel. + + 45 45 7033 3311
Louis Honoré

Contents
FALCK EMERGENCY PAGE 6 - 13
Falck is Europe’s largest private ambulance services provider and the only
operator with ambulances in several countries. Each year, our ambulance
staff treats up to one million sick or injured people. In the Falck Emergency
business, Falck also operates the world’s largest private firefighting service,
which provides fire and safety services to various industries in Europe and
responds to more than 12,000 fire calls per year in Denmark.
FALCK TRAINING PAGE 14 - 21
Falck is the world’s largest provider of safety training and services for the
offshore industry. Each year, we provide safety training to 150,000
employees from primarily the oil and gas industry and shipping companys.
In addition, Falck trains 50,000 professional firefighters and first
responders. The training courses are conducted at our training centres in
16 countries around the world. Falck also performs analyses of safety,
contingency plans and crisis management for both public and private
customers.
FALCK ASSISTANCE PAGE 22 - 27
About 1.3 million people in Denmark, Sweden, Norway and Finland subscribe
to one or more of Falck’s assistance services. The purpose of Falck’s assistance
services is to give our customers the highest achievable level of security and
peace of mind, either by preventing accidents or emergencies or by providing
rapid and competent assistance if an accident does occur. Our assistance
services primarily target vehicles, homes, travel and health.
FALCK HEALTHCARE PAGE 28 - 34
Each year, Falck’s doctors, nurses, psychologists, physiotherapists and
other specialists assist thousands of people in avoiding or overcoming
physical or mental problems. The basic philosophy behind Falck Healthcare
is to make it easy to get early treatment before problems develop into
chronic conditions. Falck Healthcare provides healthcare services to
private, corporate and public sector customers.

4
I am proud to have people such as Åse, Jesse, Lodewijk
and Birgitte as members of Falck’s staff. They are fine
representatives of the culture of care that exists at all
levels of the Falck organisation

,
Falck is people helping people
I would like you to meet four people who
all have my deepest respect: Åse Sjökvist,
Jesse Juko Willo Yemba, Lodewijk van
Loon and Birgitte Mikkelsen. They are the
four people you can see in the photos at
the top of this page.
Åse is Swedish. She is a paramedic and
treats people who are sick or injured and
transports them to the hospital. Jesse is
from Denmark. He tows cars and changes
wheels on stranded cars. Lodewijk is
Dutch. He teaches offshore workers and
seamen how to save lives in emergency
situations. Birgitte is Danish. She is a
massage therapist and treats people with
neck and back pains, so that problems do
not develop into chronic disorders.
These four people have a lot in common
– and in this respect I am not just thinking
of the fact that they all work for Falck, that
they are all well-educated and trained and
they are highly competent at carrying out
their jobs. In my opinion, the most
important thing they have in common is
that they all see it as their most important
task to help and protect other people.
In this presentation of Falck, these four
employees each represent the four
business areas: Emergency, Assistance,
Training and Healthcare. We have not
chosen these four people because they are
different from their more than 16,000
colleagues at Falck – on the contrary. They
have been selected because their willingness
and ability to provide care is characteristic
of all Falck employees.
I am proud that people such as Åse, Jesse,
Lodewijk and Birgitte are members of
Falck’s staff. They are fine representatives
of the culture of care that exists at all levels
of the Falck organisation. Falck is built on
the philosophy of people helping people,
and it was with this starting point that our
Danish founder Sophus Falck established
the business in 1906.
Today, more than a hundred years later,
millions of people all over the world stand
face to face with a Falck employee each
year: when a traffic accident occurs, when
a fire breaks out, when a car breaks down,
when the roof blows off their house,
when they need a shoulder massage,
when they need to talk to a psychologist,
when a helicopter pilot is learning how to
survive a crash, or when employees on oil
rigs around the world practise preventing
accidents and alleviating the effects of
accidents.
Falck is a Nordic-based organisation with
activities in most parts of Europe and with
a presence on five continents. In recent
years, in particular, Falck has grown
vigorously, and our business areas are
winning market shares in a growing
number of countries. In the years to come,
it is our strong ambition to provide safety
and care to even more people in even
more countries.
Due to our rapid growth, this presentation
can only provide a snapshot of Falck.
But one thing will not change: the willingness
and ability to protect and assist will
always be the driving force in Falck. The
concept of people helping people is the
whole philosophy behind Falck and the
reason why people such as Åse, Jesse,
Lodewijk and Birgitte have chosen to
work for us.
Enjoy the read.
Allan Søgaard Larsen, Falck CEO
5

,
6
I hold the patients’
THE AMBULANCE NURSE
Åse Sjökvist, 39, works at the Falck
station in Värmdö, two kilometres
outside of Stockholm, the capital of
Sweden. Falck handles the ambulance
services at the station.
Åse is a trained nurse, and she has
worked in the ambulance service since
1990. During that time, the Swedish
ambulance service has changed
substantially. It has been a requirement
since 2005 that all Swedish ambulances
must carry a nurse.
hand if they need it
Falck is Europe’s largest private ambulance services provider and the only operator
with ambulances in several countries. Each year, our ambulance workers treat
up to one million sick or injured people
Åse did not immediately recognise the
middle-aged man who knocked on the
station door and introduced himself. His
face seemed familiar, but she only recognised
him when he told her why he had
come.
Two weeks earlier, Åse and her co-worker
had been on an emergency ambulance
response to his home where he was lying
lifeless after suffering cardiac arrest.
“He was dead when we arrived, but we
managed to resuscitate him. He would not
have survived if we had arrived just a few
minutes later. He came down to the station
to thank me and my colleague,” Åse says
and adds:
“When we had talked for a short while, he
shook hands with me and drove off on his
motorbike. A real sunshine story.”
Åse Sjökvist works at the Falck station on the
island of Värmdö, two kilometres outside of
Stockholm, the capital of Sweden. Falck
operates the ambulance service there which
serves the 34,000 permanent residents of the
island.
Falck operates 120 ambulances, fast
response units, busses, motorcycles, a sea
ambulance and an emergency helicopter in
Sweden – the place where Falck won its first
public sector ambulance services in 1992.
Falck has ambulances in six other countries:
Belgium, Denmark, Finland, Norway,
Poland and Slovakia. Falck has close to
1000 ambulances responding to as many as
one million emergency calls each year:
people who are critically ill, women in
labour and accident victims.
,

The most important
parts of my job is to
save lives and minimize
injury. And we have
much better tools
and a much better
background for doing
so today
[ SWEDEN ]
7

8
WE CAN DO MUCH MORE
Åse Sjökvist has worked on ambulance
teams since 1990. Since then, the level of
quality in the prehospital system in Sweden
has been raised significantly. As in the other
European countries where Falck operates
ambulances, Swedish hospitals now
specialise and a number of small hospitals
have been closed.
This means that the ambulances have to
transport patients over longer distances,
and ambulance teams must be able to
stabilise patients while they are in transit to
ensure that their condition does not
deteriorate.
“When I began working in ambulances in
1990, we could only offer the patients
oxygen and hold their hands. Back then, we
used to say we gave them “gas pedal
treatment”– meaning that our job was to
get patients to the nearest hospital as
quickly as possible,” says Åse.
Today, the situation is very different. Speed
is still an important factor, but the paramedics
now carry a large number of
different drugs in order for them to immediately
start treatment and continue whilst
taking the patient to the hospital.
“We can do much more for patients today,”
says Åse.
The Swedish ambulance service also uses
telemedicine. This technology makes it
possible to transmit important information
on the patient’s condition – e.g. heart
rhythm, pulse and oxygen saturation of the
blood – directly from the ambulance via the
mobile telephone network to specialists at
the hospital. This allows a doctor to make a
diagnosis and advise the ambulance staff
while the patient is en-route in the ambulance.
“The most important parts of my job is to
save lives and minimize the effects of
injury, and we have much better tools and a
much better background for doing so
today,” says Åse, who regularly receives
additional training.
PEACE OF MIND IS THE KEY
Access to medicine, technological improve-

ments and increased requirements for
professional skills have not changed Åse’s
job from being very much about caring and
making patients and their families feel
secure.
“It is actually just as important as maintaining
a high level of skill. You can’t provide
optimal treatment if patients don’t trust
you. Therefore, you must be calm and
trustworthy. You must explain in a calm and
quiet manner who you are and what is going
to happen. That helps people relax,” she
says and adds:
“And I still hold patients’ hands if they need
it.”
,
Åse Sjökvist has worked on ambulance teams since 1990. Since then, the
quality of the prehospital system in Sweden has improved significantly.
As in the other European countries where Falck operates ambulances,
Swedish hospitals have specialised and closed down a number of small
hospitals.
You can’t provide optimal treatment if the patient
doesn’t trust you. Therefore, you must be calm and
trustworthy. You must explain in a calm and quiet
manner who you are and what is going to happen.
That will help the patients relax as much as possible
9

10
On the very last day of the school summer
holidays, a ten year old boy almost drowned in
the Dlhé Kusy Lake in Slovakia. His friends
managed to rescue him and call an ambulance.
The paramedics succeeded in resuscitating
the boy, who was later admitted to the
hospital at Trnava for observation.

[ SLOVAKIA ]
11

12
Ten facts about Falck Emergency
1. EUROPE’S LARGEST PLAYER Falck is the largest private
ambulance operator in Europe and the largest private fire brigade
in the world. The ambulance service, firefighting activities and
patient transport are organised in our Emergency business area.
2. 1000 AMBULANCES Falck bought its first ambulance in
1907. Today we have close to 1000 ambulances in Belgium,
Denmark, Finland, Norway, Poland, Slovakia and Sweden. Each
year, our ambulances respond to almost a million emergency
calls to transport patients who are critically ill, about to give birth
or accident victims.
3. AMBULANCE CREWS There are differences in how our
ambulance services are organised in the seven countries. In
Denmark, Norway and Finland, the service is built up around
paramedics; in Poland the service is based on doctors, nurses and
paramedics in the ambulances; in Slovakia and Belgium, Falck’s
Each year, Falck ambulances
respond to close to a million
emergency calls.
services are based on doctors and paramedics; and in Sweden the
service is based on nurses and paramedics.
4. TELEMEDICINE Telemedicine is a rapidly growing area of
Falck’s ambulance services. This technology allows ambulance
crews to transfer data on the patient’s heart rate, blood pressure
and oxygen saturation directly via the mobile telephone network
from the ambulance to a specialist at the receiving hospital. Based
on this data, the specialist can guide the ambulance crew and thus
ensure optimal treatment from the start. And obviously the
hospital staff will be better prepared when the patient arrives
from the ambulance.
5. GPS SURVEILLANCE OF AMBULANCE In 2000 Falck was
among the first ambulance services providers in the world to
introduce satellite monitoring of ambulances. This means that
our dispatchers at the control centres constantly have an updated
[ SLOVAKIA ] [ BELGIUM ]
Telemedicine is a rapidly
growing part of Falck’s
ambulance services.

[ BELGIEN ]
picture on their computer screens of the location of the ambulances
and whether they are in use or available. Based on this
information, we can always send the nearest available ambulance.
6. EXCHANGE OF KNOW-HOW Because Falck works in several
different countries, we can exchange know-how across national
borders. We can compare and select the best practices from the
different prehospital systems and thus help raise the standard of
European rescue services.
7. DEVELOPMENTS Falck provides ambulance services in
accordance with national and international regulations, and we
often have a chance to contribute to the development of the
services which is something we take pride in doing. Among other
things, we have helped develop an electronic ambulance record
system which also acts as an electronic communications tool
between ambulances and hospitals.
Because we operate in many different
countries, our know-how can be shared
across national borders.
Falck operates close to
1000 ambulances in
Europe.
[ SLOVAKIA ]
8. 12,000 FIRE RESPONSES Falck provides firefighting services
in 67 of the 98 Danish municipalities. Each year, Falck’s firefighters
respond to about 12,000 fires.
9. FIRE AND SAFETY SERVICES Falck provides fire and safety
services to industrial corporations and airports in Romania,
Slovakia, Spain and Sweden. We have more than 100 safety
consultants who each year advise public and private companies
on safety issues.
10. AIRPORT SERVICES Falck provides a number of airport
services, such as firefighting and personal assistance. As an
example, Falck manages firefighting services at the airport of
Arlanda in Stockholm, Sweden and at Madrid’s Ciudad Real
Airport. At Copenhagen Airport in Denmark, Falck provides
more than 100,000 assistance operations per year to people with
reduced mobility.
[ POLAND ]
Each year, Falck’s firefighters respond
to about 12,000 fires in Denmark.
[ DENMARK ]
13

14
, I have to win
their confidence
THE FIRE INSTRUCTOR
Lodewijk van Loon, 43, has been a fire
instructor at the Falck training centre at
Maasvlakte, near Rotterdam in the
Netherlands, for seven years.
Lodewijk was born and raised in Nigeria,
where his father worked in the offshore
sector. Lodewijk himself worked on
various oil rigs for ten years before he was
hired as an instructor.
Falck is the world’s largest provider of safety training for the offshore industry. Each
year, we provide safety training to approximately 200,000 employees from oil and
gas companies, shipping companies, fire brigades, military defence units, the aviation
industry and the renewable energy sector. At our training centre at Maasvlakte near
Rotterdam, course attendees may be trained by fire instructor Lodewijk van Loon
Lodewijk found out how extremely
dangerous oil exploration can be back when
he was a greenhorn in the offshore sector.
During a test drilling 17 years ago – on his
second shift ever on an oil rig – the drill hit a
pocket of gas which pushed itself up to the
surface with an enormous force and ignited,
turning into a huge cloud of fire.
The cloud of fire reached a diameter of about
30 metres and Lodewijk still clearly remembers
what it looked like. He also clearly
remembers how they succeeded in pushing
back the cloud with water so that two men
could get in and cover up the hole manually.
“It was an extremely dangerous situation
but it ended well. I was really afraid while it
was going on. I thought I was going to die,”
says the Dutch Falck employee about the
experience which made him respect the
dangers of an oil rig.
His experience working in the dangerous
environment from the offshore sector forms
an important background for Lodewijk’s past
seven years of working as a fire instructor at
Falck’s large training centre at Maasvlakte near
Rotterdam in the Netherlands. At the training
centre he primarily trains employees from the
oil industry and seamen from large shipping
companies.
He believes it is an advantage that he once
,

Although the atmosphere at our courses is
very pleasant, the topics we deal with are
deadly serious – the course attendees are a
risk to themselves and their colleagues if they
don’t learn what they should
[ NETHERLANDS ] 15

16
During firefighting drills
for a team of coming
offshore employees,
Lodewijk puts full pressure
on one of the course attendees.
He does not take the
training seriously enough,
says the instructor and
tells him off for being too
sloppy with the equipment.
This makes the
attendee more careful.
“We have to be tough on
people who are too lax in
order to make them
understand that we are
dealing with serious
issues.”

We put the course attendees
under pressure; we play the
role to the full. That is the
only way we can give them
an idea of what they will be
up against in real life
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17

18
worked on an oil rig himself and knows what
it is like to work with the waves right outside
the door.
“This experience increases the course attendees’
confidence in me, and I have to win their
confidence if I want the training I give them to
really make a difference. Although the
atmosphere at our courses is very pleasant, the
topics we deal with are deadly serious – the
course attendees are a risk to themselves and
their colleagues if they don’t learn what they
should,” adds the 43-year-old fire instructor.
THE PERFECT ILLUSION
The training centre at Maasvlakte is one of
Falck’s many training centres. Falck also has
training centres in Brazil, Denmark, Germany,
Indonesia, Malaysia, Nigeria, Norway,
Singapore, Spain, Thailand, Trinidad &
Tobago, United Arab Emirates, United
Kingdom, United States and Vietnam. The
centres are designed so that we create an
almost perfect illusion of real emergency
situations.
“The only thing we lack is real emotions. No
matter how life-like we make the surroundings,
course attendees still know very well
that they are in a training situation. But we try
to put them under pressure; we play the role
to the full. This is the only way we can we
give them an idea of what they will be up
against in real life,” says Lodewijk.
He calls an offshore installation a potentially
risky place to work: not necessarily because
there are many accidents but because even
small mistakes can lead to major accidents.
Therefore, it is crucial that everybody first of
all focus fully on avoiding mistakes, and
secondly, know what to do if an accident
occurs.
“If things go wrong on an oil rig they can go
terribly wrong. And they can’t just call some-
body to come and help them out. They have to
handle the situation themselves. That is why it is so
important that everybody on the rig knows
precisely what to do in an emergency situation.
That is what we teach them and train them to do
here,” Lodewijk points out.
OVERCOMING FEAR
He often has course attendees who feel
uncomfortable with the situation when they
practice rescue techniques wearing a smoke
helmet. Many of them feel that they cannot
breathe or they feel claustrophobic when they
put the mask on.
“Then I try to ‘hold their hand’ to make them
overcome their fear. If they can’t handle it then
they can’t fulfil their obligations in the emergency
response setup and then they no longer
have a job. So I am naturally very pleased when
somebody says to me after a course that they
would not have been able to complete the
course without my support.”
“It is so important that
everybody on the rig knows
precisely what he or she
must do in an emergency
situation. That is what we
teach them and train them to
do,” Lodewijk van Loon
points out.

Lodewijk van Loon has worked on an oil
rig himself and knows what it is like to
work with the waves right outside the
door.
The training centres are designed
so that we can create an almost
perfect illusion of real ship
catastrophes, fires and explosions.
19

20
Ten facts about Falck Training
1. WORLD LEADER Falck is a world leader in rescue, health and
safety courses, especially for the offshore sector and the maritime
sector. Furthermore, employees in other industries such as fire
services, the chemical industry, the renewable energy sector, the
aviation industry and military defence units also participate in the
safety courses at our training centres.
2. SAFETY AND CONTINGENCY ANALYSES In this business
area, Falck makes contingency analyses, especially for the
offshore sector, the petrochemical sector, nuclear power plants
and for the aviation industry.
3. TRAINING OFFSHORE EMPLOYEES Each year, approximately
150,000 employees from the oil and gas industry and shipping
companies receive instructions and practical training at our
training centres.
Wave machines make waves that are
up to 1.5 metres high and wind
machines produce gale-force winds.
[ DENMARK ] [ GREAT BRITAIN ]
4. TRAINING FIREFIGHTERS Each year Falck trains 50,000
professional firefighters and first responders at its training sites in
Denmark, the Netherlands and Spain.
5. SAFE BEHAVIOUR Falck Training activities concentrate on
training customer staff in safe behaviour to ensure that they
avoid accidents and act properly under the very difficult conditions
when accidents occur.
6. OFFSHORE SERVICES Having the right personnel and tools
for the job is critical. That is why we offer a wide range of offshore
services such as manpower, equipment sales & rental and
safe welding habitats.
7. TRAINING CENTRES We have a number of wellequipped
training centres with facilities for theoretical
The course attendees are typically employees from
the offshore sector and the maritime sector.

instruction and accommodation as well as for life-like drills
in rescue at sea and in firefighting. The training centres are
located in Brazil, Denmark, Germany, Indonesia, Malaysia,
the Netherlands, Nigeria, Norway, Singapore, Spain, Thailand,
Trinidad & Tobago, United Arab Emirates, United
Kingdom, United States and Vietnam.
8. LIFELIKE CONDITIONS Every aspect of an offshore
installation that is relevant to safety is featured at our training
centres. That makes our training lifelike, and the drills are
challenging both mentally and physically. The centres have
everything from helicopter simulators to pools equipped with
wave and wind machines, lifeboats, ship models and offshore
modules for fire training.
[ BRAZIL ]
The instructors at Falck’s training
centres are some of the best in the
industry.
[ TRINIDAD & TOBAGO ]
[ NORWAY ] [ MALAYSIA ]
9. THE BEST INSTRUCTORS The instructors at Falck’s training
centres are some of the best in the industry. They usually have
experience from the offshore sector, and they are all dedicated to
preparing the course attendees for the worst imaginable situation.
10. PRODUCT DEVELOPMENT It is our ambition to help ensure
very high safety standards in the offshore industry. We do this by
constantly focusing on service and product development that
matches the strict international safety requirements our customers
face.
200,000 course attendees receive instruction and practical
training from Falck each year.
21

22
, No matter what I’am doing,
it is all about helping
RESCUE OFFICER
Jesse Juko Willo Yemba, 36, was born and
raised in Sudan. In 1997 he was a university
student, but had to flee to Denmark.
In Denmark, he spent his first 18 months
at a language school. He then had various
jobs as a removal man, a gardener and an
assistant in a kindergarten, until he
became a rescue trainee at Falck in 2002.
He now works at Falck in Århus, Denmark.
He carries out jobs such as roadside auto
assistance, rescue assistance and firefighting.
About 1.3 million Scandinavians subscribe to one or more of Falck’s assistance
services which ensure that our staff provide assistance if something goes wrong.
In Denmark, people might be assisted by Jesse, who has been a Falck rescue officer
since 2002.
On a cold December night, an elderly
couple on their way home from a golden
wedding party were in despair. Shortly
after midnight their car broke down on the
road just outside Århus, the second-largest
city in Denmark, and they just could not get
it moving again.
“They were on the brink of tears when I
arrived. They were more than 120 kilometres
from their home. They were tired, cold
and had no idea how to get home,” says
Jesse, who quickly found out that it would
be hours before their car would be up and
running again.
So he invited the couple into the warm cab
of his breakdown lorry where he fortunately
had a blanket for the lady, who was numb
with cold by now. It was a two-hour drive,
and it ended with a cup of freshly brewed
coffee in the elderly couple’s kitchen. “They
were so grateful, although I told them that I
was just doing my job. To me that is the
essence of being a Falck rescue officer: to
help people when they have a problem they
can’t solve themselves,” says Jesse.
The elderly couple are among the 1.3
million Scandinavians who subscribe to
one or more of Falck’s assistance services,
along with 100,000 public sector institutions
and private businesses that are also
Falck customers.
Falck’s employees step in quickly and
competently when something goes wrong:
when a company warehouse is flooded,
when a private customer’s roof is damaged
by a storm, when a bus company needs to
have a broken-down vehicle towed to a
garage, or when a private customer has
suffered a mental shock and needs psychological
crisis therapy. In all those situations,
and many more, we take care of both people
and property that need help.
But we do not just help in the event of
damage or accidents. We see it as an
important part of our work to prevent
damage and accidents from occurring.

Jesse Juhowilloyemba, Danmark
[ DENMARK ]
I want to contribute with something positive
and I feel that I do that as a Falck rescue
officer. Every day I can help other people in
distress and that makes them happy
23

24
Care and assurance
We also help and assist our customers on a
more personal level, offering first aid
courses, health plans and patient transport.
More than 500,000 times a year we
transport patients who are too well to be
taken by ambulance but too ill to drive
themselves. This makes Falck a strong
provider of caring support and assistance to
Assurance when you are away from home
At our Emergency Centres in Denmark,
Sweden, Norway, Finland and the Baltic
countries, Falck TravelCare is ready 24/7 to
assist travellers and expatriates in need of
help. We are ready to help no matter where
you are: In Thailand, South Africa, Greece
or anywhere else in the world. Our range of
the many people who need a helping hand
getting to and from the doctor, hospital or
treatment location. In addition, Falck also
has a strong market position in the field of
personal health and care offering a wide
range of products that comprise both
prevention and treatment.
services includes travel assistance, consulting,
medical assistance, medical treatment,
safe repatriation, personal assistance, onsite
emergency assistance, home transportation
and international roadside assistance. Emergency response helicopter services
are part of the services provided
by Falck TravelCare.

Assurance at home
Falck assistance focuses on providing safety,
security and assurance in people’s everyday
lives. In that connection, our natural focus is
on the home and on providing even better and
more assuring conditions for our customers.
Falck Alarm is an important part of our
assistance services. And it is a rapidly growing
business. With innovative technology and a
strong team of dedicated Falck employees
forming part of our alarm product, we provide
comfort and assurance for both families and
businesses.
Our digital, wireless multi-alarm is designed
to monitor five things: Burglary, fire, water
damage, gas leaks and carbon monoxide leaks.
But innovation and digital technology does
not make up the whole product. There are real
people behind the technology, and an organi-
sation with more than 100 years of experience
of providing safety, security and assurance urance to
our customers.
Falck Alarm has therefore gained a unique nique
position on the market. Falck is the guarantee
that there are highly competent people ple
behind the product; people who are able
and prepared to take action when it counts.
Falck Assistance also offers residential al
safety products such as smoke alarms, s,
powder extinguishers, fire blankets, heart
starters, first aid boxes and first aid courses. ourses.
We help prevent damage by making safety
checks of homes and business premises. ses. If f a
home is damaged by fire, flooding, explosion, xplosion,
high winds or burglary, Falck will be there to
cover up.
25

26
Ten facts about Falck Assistance
1. SAFETY AND SECURITY The purpose of our assistance business is
to make sure our customers recieve the highest achievable level of
safety and security, either by preventing accidents or emergencies
from occurring or by providing rapid and competent assistance if an
accident does happen. Our comfort, safety and security services are
mainly aimed at vehicles, homes, travel and health.
2. CAR If a customer’s car breaks down, we are usually capable of
fixing it on the spot. If that is not possible we make sure that the
customer can continue on his or her way. Each year, we respond to
800,000 roadside assistance calls in Norway, Sweden, Denmark,
Estonia and Finland.
3. INTERNATIONAL MOBILITY Via Falck Euroservice, we cover our
customers’ needs for roadside assistance in Europe. Outside the
Nordic region, we collaborate with a comprehensive network of
national and local assistance providers to ensure that our customers
get the right assistance and get it quickly.
Each year, we respond to 800,000 roadside assistance calls.
[ SWEDEN ]
4. TRAFFIC ACCIDENTS When our customers are involved in
traffic accidents, we offer them professional assistance if the driver
or the passengers have suffered physical injury or experience
mental problems as a result of the accident. We also provide legal
assistance in the event of a dispute with the other party or the
insurance company.
5. HOME If a customer’s home is damaged by fire, explosion,
flooding, strong winds, or a break-in, we handle covering up,
pumping or other rescue work. We can also help prevent damage
by performing a security check on the entire property, and we can
provide customers with an innovative alarm system which
provides optimal security in private homes and businesses.
6. TRAVELCARE With emergency centres that are open 24/7
throughout the Nordic region, both families and business travellers
can get assistance if they need help. We can assist if a suitcase
[ DENMARK ]

is stolen, in the event of illness or other health challenges, or if a
customer needs to travel home because of sudden illness in the
family.
7. PERSONAL ASSISTANCE Each year, we transport 500,000
patients to hospitals, doctors’ offices or other treatment locations.
We arrange for quick and efficient transport for customers who are
too well to be transported by ambulance but too ill to drive
themselves.
8. HEALTHCARE/FIRST AID With a Falck healthcare plan, companies
ensure that their employees have quick access to our healthcare
staff if they are hit by physical infirmity or mental problems.
Private customers can also take out subscriptions to our healthcare
services. Physical treatment is provided by our teams of therapists
consisting of physiotherapists, chiropractors, reflexologists and
massage therapists. Psychological assistance is provided by our
About 1.3 million private customers
subscribe to one or more of our
assistance services.
[ NORWAY ]
In the field of mobility, we
cover passenger cars, vans,
lorries, busses, taxi cabs,
trailers, caravans, motor
homes, motorbikes,
bicycles and boats.
finely meshed network of professional psychologists. Our first aid
courses are based on real-life events and the participants’ own
everyday situations. We often supplement the courses with
training in firefighting provided by our firefighters.
9. CONTINGENCY CONSULTING Our specialists provide consulting
and review companies and institutions to identify potential
risk elements. They prepare systematic plans regarding who
should do what and when if an accident occurs.
10. SUBSCRIPTION PLANS The services provided by Falck
Assistance are either based on subscription arrangements between
the customer and Falck or on agreements with insurance companies,
car importers or companies. About 1.2 million private
customers subscribe to one or more of our assistance services,
together with 100,000 public sector institutions and private
companies.
Our instructors train
thousands of people in first
aid and firefighting.
[DENMARK ]
27

28
, Many people take a mental break
when they get on the massage bed
THE MASSAGE THERAPIST
Birgitte Mikkelsen, 37, works at two
different Falck Healthcare centres in
Copenhagen, the capital of Denmark.
Birgitte enjoys running, fitness training
and working out and has always been
interested in how the body works. When
she decided to change her career track
from the telecoms industry four years
ago, her physiotherapist suggested she
become a massage therapist. She
completed a training programme at
one of the recognised Danish massage
therapy schools while also training to
become a fitness instructor.
Each year, Falck’s doctors, nurses, psychologists, physiotherapists and other
specialists assist thousands of people in avoiding or overcoming physical or
mental problems. Birgitte is one of our healthcare employees who works as a
massage therapist
This young woman had only been in
Birgitte’s care for a few minutes when
tears began to run down her face. While
Birgitte worked to loosen up her neck
muscles, which were hard as rock, the
woman told her how assignments just
kept coming in at such a rate at work – her
first job after she had finished her
education – that she just couldn’t keep up
with it.
She had not talked to anyone else about it
before, but suddenly it all came pouring
out.
“Many people take a mental break when
they get on the massage bed and I put my
hands on their back. There is a sense of
confidentiality between us. They relax,
their barriers drop and they open up.
And that’s when some of them burst into
tears and begin to tell me about their
problems. When that happens, I tell them
that it’s very natural and that I am ready to
listen to them. My job is not just about
treating muscle problems – it is also about
caring. You need to put your heart into it,”
says Birgitte.

, There is a sense of confidentiality between us
when I put my hands on a patient.
They relax, the barriers drop and
they open up
[ DENMARK ]
29

30
Each year, more than 1.5 million people come in direct contact with our healthcare staff.
GOOD HEALTH – A PEOPLE MATTER,
BUT ALSO SOUND BUSINESS
The focus on employee health is growing
worldwide. Birgitte and our more than 1000
different therapists help make a great effort
to improve staff health and well-being, and
there is plenty of work for her to do.
Health problems typically increase with age
and it is well-documented that it pays off to
have a healthy lifestyle. Being overweight,
smoking, lack of exercise, physically
straining working conditions and mental
problems overlooked are factors that
increase the risk of long-term illness,
attrition, early retirement and early death.
Many private and public employers therefore
actively join the battle for better health,
and more than 7000 private and public
companies and 1.5 million people are
currently covered by our health plan.
A central element of our work is our interdisciplinary
teams. They work closely together
around each individual. Birgitte Mikkelsen
works closely together with the other physical
healthcare professionals who are specialists in
chiropractics, physiotherapy and reflexology.
This way physical injury can be treated in four
different ways. But interdisciplinary treatment
and holistic thinking goes even further,
and if necessary, Birgitte can draw from many
other professional competencies available in
Falck Healthcare’s network of therapists and
other healthcare professionals.
A person might, for instance, need help and
consulting from one of our psychologists,
social advisers, dieticians or physicians. We
have a broad network and our healthcare
professionals handle physical and mental as
well as lifestyle problems.
Birgitte considers it a great advantage that she
is part of a well-functioning team of treatment
specialists in different fields. In the specific
case with the young woman overloaded with
work, Birgitte did not refer her to one of the
others on her team, but rather to one of Falck
Healthcare’s psychologists.
“Of course, it’s not every day that I have
patients who break down and cry. But in this
case it was nice to know that I had a system
to back me up that could take over and
provide assistance to the woman who
obviously needed help. I can’t provide

,
proper psychological help for a person who
is under a lot of strain mentally. You need a
real psychologist. We can provide that at
Falck,” she adds.
“We have the opportunity to approach the
patient’s problem with a range of treatment
forms. If I have a patient with a problem I’m
unable to handle, it is very likely that one of
the others on our team can do it. For
instance, I can’t help a patient with locked
vertebrae, but I can make sure that she gets
early treatment from one of our chiropractors,
possibly in combination with massage
therapy from me,” she adds.
“That way I never have to send a patient out
on the street with an unsolved problem. It is
very comforting that I can always be sure
that others will take good care of a patient.”
People expect me to be able to help them when
they come to me. That is why they are pleased
to meet me, and they are even happier when
they say goodbye because they feel better. I
have a fantastic job; it’s a privilege to be able to
help other people
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32
Ten facts about Falck Healthcare
1. INTERDISCIPLINARY TREATMENT Our therapists and advisers
work closely together around each individual person and together
they plan the process that matches his or her needs and resources.
Our staff includes physicians, nurses, psychologists, social
advisers, physiotherapists, chiropractors, massage therapists and
reflexologists.
2. WE TAKE A HOLISTIC APPROACH Our approach is based on the
aspects of the individual. We know that the body and mind are
closely interconnected as is physical and mental health. We offer
tailored health checks, dietary consulting and fitness plans and
we help each individual person take responsibility for his or her
health.
3. WE BELIEVE IN PREVENTION We want to help make people
healthy and create healthy workplaces. An important part of our
efforts consists of preventing illness and attrition. We want to be
[ DENMARK ]
Falck Healthcare participates
actively in the battle against
lifestyle diseases.
an active player in the fight against lifestyle diseases caused by by
things like physical inactivity, tobacco, alcohol or malnutrition.
4. HEALTHCARE CLINICS At our healthcare clinics, we offer a wide
range of treatments ranging from interdisciplinary treatment to
health and medical checks. The clinics serve 400,000 clients a year.
5. PSYCHOLOGICAL ASSISTANCE Even sturdy employees may need
professional psychological assistance. Falck Healthcare’s staff of
specialised psychologists are available 24/7. They provide fast and
qualified assistance for all current psycho-social problems, both
job-related and personal. Examples of such problems may be an
acute crisis, stress, burnout, dismissal, industrial accidents, marital
problems or problems in the family.
6. ABSENCE MANAGEMENT – FROM BEING SICK TO GETTING WELL
We help public sector employers, private businesses and insurance
In the Scandinavian countries, Falck has a finely
meshed network of crisis psychologists.
[ SWEDEN ]

companies get people on sick leave back on the job. Not everybody
can get the exact job they had before. However, we insist on
mapping the individual person’s resources and potential and focus
less on what is wrong. This produces financial gains for the
employers, lower public spending on sickness benefits, a better
workplace environment and a better quality of life for the people
we help.
7. ASSITIVE AIDS FOR THE DISABLED Rollator walkers, wheel chairs
and electrical beds. This is equipment most of us do not think
much about until we suddenly need it. Falck has unique knowhow,
especially on two fronts: operating municipal assistive aids
depots and providing professional advice on assistance and
assistive aids for elderly and disabled people.
8. FALCK HOME CARE – provides personal care and practical
assistance to people. We help with all sorts of tasks ranging from
[ DENMARK ]
We have doctors’ clinics in a
number of countries,
including 12 clinics in Poland.
personal hygiene to vacuum cleaning and dish washing. One
personal home-care person and two designated substitutes will be
assigned to each individual client; it is important to feel confident
about the person who comes into your home.
9. FALCK JOBSERVICE –helps local authorities in Denmark run their
job centres. In particular, Falck Jobservice staff help reduce sickness
absence. It is important to provide early consulting and assistance
when a person is unable to work due to illness. Otherwise, there is
an increasing risk that the person will never return to work.
10. WE ENSURE THAT CARE CAN BE PROVIDED Falck Healthcare
offers a number of staffing services for the healthcare sector and
thus helps ensure that nursing and care is available to people when
they need it. Every year, we provide thousands of physicians,
nurses and other staff to hospitals, municipal home care, nursing
homes, institutions, private businesses and private customers.
Falck has a great deal of competence
and experience in rehabilitation.
[ POLAND ]
33

34
At Falck Home Care, each person
makes his or her own appointment
with one single home carer. It is
important that he or she is comfortable
with the specific home carer who
is getting access to the home.

Falck Danmark A/S
Polititorvet
DK-1780 København V
Danmark
Tlf. +45 70 33 33 11
www.falck.com
UK