Our 24/7 operations centre received a phone call from a travel insurance company based in Germany to request urgent assistance with placing a guarantee of payment to a hospital in Managua, for a traveller who required immediate surgery for a brain aneurysm.
The hospital in question was already in our medical network and after one phone-call to the business management team at the hospital, we were able to confirm to the travel insurer that there would be no delays, and the patient was being prepared for surgery.
We continued to provide medical assistance throughout this case, including: obtaining regular updates and medical records, translating documents, obtaining medical bills, cost containment and issuing letters of guarantee.
After 48-hours in intensive care, the treating medical office spoke with our medical team and expressed his concern that he didn't think the patient was going to recover. One of our Medical Directors' was able to explain this to the family, via telelphone, in German. They then made the decision to fly to Nicaragua.
Our travel assistance coordinator then arranged flights, transfers and a hotel for two family members who flew from Germany. Our medical team was able to discuss with the family, the patient's 'end of life' plan, and we were able to assist them in honouring his wishes, which included his favourite music to be played, and the morning smell of freshly baked bread and fresh ground coffee.
Unfortunately, after two-weeks in intensive care, the patient passed away. Traveller Assist arranged for all final medical bills to be paid, and provided a repatriation of mortal remains from Nicaragua to Germany.