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Assist America

*Elena was sent by her company on a business trip to Palawan. Shortly after reaching her destination, she experienced severe headache and was brought to the nearby hospital in Palawan. It turned out that her blood pressure was so high. Further tests revealed bleeding in her brain which triggered monitoring in the Intensive Care Unit. Luckily, the subarachnoid bleed did not progress. However, it was causing obstruction in her brain.

Her colleague in Palawan recalled that they have an emergency assistance service thru their membership with Value Care. This colleague immediately notified one of their trusted Accounts Management contact from Value Care. Value Care then quickly informed Assist America to initiate the emergency assistance service.

Assist America immediately initiated Medical Monitoring by communicating with the patient’s treating medical officers. Medical Monitoring was also performed to establish if there is a need for Medical Evacuation. During the course of medical monitoring, Assist America was informed that digital subtraction angiography was needed to further determine which intervention is appropriate for the patient. This however, was not available in the current facility, but is available in higher level hospitals in Manila.

Assist America determined the medical need to evacuate the member for further evaluation and treatment.

Prior to the evacuation, Assist America contacted Value Care’s call center to ensure that the member’s hospital bills were all paid for the patient’s smooth release. Value Care also ensured that the receiving facility in Manila was ready to receive the patient. Value Care’s call center quickly acted and hospital coordination from both ends went smoothly.

Timing was crucial. The airport in Palawan had an ongoing runway construction at that time and closes its operation by 9pm. Understanding the member’s need for quick but safe evacuation, Assist America used its expertise in getting approval and clearance from the airport’s Commanding Officer of Tower Control to keep the runway open until the medical evacuation team arrives at the tarmac and pick up the patient from the hospital.

Despite the challenge, Assist America was able to help Elena and was safely transported to St. Luke’s where she was admitted for further care.

*Names changed for privacy