CUSTOMER PORTAL
Our customer’s experience is critical to the success of our business. Therefore, we have robust systems and procedures in place align all interested parties for a smooth repatriation. Below is a guide of our process please contact if you have further enquiries.
Medical Connect will work with family and medical institutions to determine:
- Passport and visa is present & valid
- Level of patient mobility
- Medications and pain management
- Bowels and dietary needs
- Oxygen demand at altitude
- Medical notes, pathology and scans are current
Medical Connect will then continue to the next stage with the repatriation process upon approval.
- Book flights
- Seek Medical Clearance with Airline
- Patient, family and medical institution notified of repatriation date and itinerary
- Reconfirm no clinical changes with patient
- Medical Escort fly out
Medical Connect will work with family and medical institutions to organise:
Escort to make contact with patient
F2F
Obtain patient passport, medical notes, scans, medication etc. for repatriation.
Ensure bags do not contain dangerous goods, drugs or weapons
Transport to airport via transport booked by us
Dress the patient in loose and comfortable clothing for long-range flights and reflective of environmental conditions of aircraft. Consider dressing in layers.
- Escort to travel with patient to airport.
- Arrive at Airport 3 hour prior to departure for international – allow for delays.
- Stretcher to arrive 2-2.5 hours prior to departures as required by airline.
- Check in and clear customs and immigration
- Head to Lounge.
Medical Connect will look after the patient by:
- Encouraging patient to sleep in-flight
- Assist in toileting
- Monitoring the patient’s health
- Provide medication pain relief
- Assisting the patient through transit
Medical Connect staff will undertake the following at arrival:
- Collect bags at carousel and clear customs
- Meet chauffeur car or road ambulance
- Head home or hospital
- Handover into the care of family or medical institution
- Obtain patient feedback
Medical Connect will contact the patient or the patient’s family to follow up on the patient’s progress. Provide the update to insurance company or medical institution.