Improving the patient experience An employee was severely injured in a skiing accident involving eight broken ribs and three fractured vertebrae. It was agreed that experienced NHS thoracic consultants would offer the best possible medical care, but PMI’s Managed Care nurse talked to the ward sister and the secretary of the relevant consultant to ensure the patient went straight to a comfortable single-bed side ward, the closest amenity to a private room available, without having to wait in A&E. Being there for you in an emergency Our Client Service team received a call from a member in distress who had suddenly lost all the vision in her left eye. As the member was in London at the time, we liaised with the consultant’s secretary and both the insurer eye care and oncology teams, securing an immediate appointment with an eye specialist at a London Eye Hospital, rather than her having to return home for an appointment. Going beyond the call of duty An employee and his family were involved in a serious road traffic accident in South Africa in which the employee’s two daughters were both seriously injured. Although none of the family members were covered by travel policies arranged by PMI Health Group, our nurse liaised with a number of insurers to ensure that all family members had the best possible care. Although the travel insurer was ultimately responsible for getting the family home, she also set up counselling sessions for each family member to help them deal with the stress and trauma and continues to support and counsel them as they come to terms with the accident. Ensuring employees access their full policy benefits An employee suffered a major stroke during a family holiday in the UK. Although his employer had not subscribed to Managed Care, our nurses provided specialist cardio advice and reassurance to the member’s wife and explained procedures. The client services co-ordinator discovered that the member was eligible for hospital stay cash benefits of £2,000 and persuaded the insurer to pay immediately (rather than on conclusion of the treatment) to help pay for his wife’s emergency accommodation expenses.
IIC booklet
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