CUSTOMER PORTAL
Our client’s experience is at the heart of everything we do. We have robust systems and procedures in place to ensure smooth repatriations and the best possible outcome for all parties involved in these complex situations.
Medical Connect will work with family and medical institutions to determine:
- that the patient’s passport and visa is present & valid
- the level of patient mobility
- medications and pain management required
- any bowel issues and dietary needs
- oxygen demand at altitude
- that 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 from the airline
- notify patient, family and medical institution notified of repatriation date and itinerary
- reconfirm that there have been no clinical changes with patient
- Arrange for the medical escort fly out to meet the patient
Medical Connect will work with family and medical institutions to:
arrange for the medical escort to contact the patient for a face to face meeting
obtain the patient’s passport, medical notes, scans, medication etc. for repatriation.
ensure the patient’s bags do not contain dangerous goods, drugs or weapons
arrange and book transport to airport
Dress the patient in loose and comfortable clothing for long-range flights and reflective of environmental conditions of aircraft. Consider dressing in layers. Medical Connect will:
- have the medical 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
- move to the lounge are with the patient
Medical Connect will care for the patient during the flight by:
- encouraging patient to sleep and rest
- assist with toileting
- monitoring the patient’s health
- provide medication pain relief as required
- assisting the patient anyway needed
Upon arrival, Medical Connect staff will:
- collect the patient’s bags and clear customs and immigration
- meet chauffeur car or road ambulance
- accompany the patient home or to hospital
- undertake a thorough handover of the patient to family or relevant medical institution
- ask for 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 institutions.