Expat assistance required in Ghana

On 25 May, the client contacted Iris Global around 9 a.m. because one of their employees had gone to a hospital in Accra, Ghana, feeling unwell. This person was relocated in the country for working purposes for a month.

First steps

A few minutes after the first call with the client, Iris Global Assistance Center contacted the insured directly. The objective was to gather information about the patient´s situation and determine his medical state through a direct evaluation by one of our doctors. At the same time, the patient´s company collaborated with Iris Global and sent the medical tests that had been done up to that point. Upon analysing the medical results and reviewing the patient´s options, it was decided that the patient needed to be stabilised at the hospital and evacuated back to Spain. In this case, the safest option was to secure air ambulance services from one of our partners.

Complex procedures require speed and constant communication

To further our challenge, we were informed that patient´s travel documents had expired and thus, we had to contact the Spanish consulate and arrange new documents and permits for our client to be able to leave the country. At this point, while the new documents and permits were obtained, Iris Global started to communicate with the air ambulance provider around 4 p.m. to coordinate the available slots whilst updating our coverage with new medical expenses that were being generated at the hospital.

Maximum diligence and agility

To manage this kind of case, excellent coordination and constant communication are necessary so that all procedures can be carried out in the most agile way possible. In order to do this, Iris Global had to be able to tie up all loose ends back in Spain by confirming hospital admission in patient´s hometown at the hospital of his choosing. This was also achieved with the help of the family’s advice regarding the patient’s preference and a thorough monitoring of patient’s clinical situation at all times. On the 27 May, our operations team was able to process and advance all the documentation requested by our air ambulance provider (medical report, PCR test and visa) that confirmed their availability for the next day; only three days since the case was opened.

Successful completion of the case

Once the operations department carried out all the necessary checks to ensure that the departure mission would take place the next day without incidents, the air ambulance communicated that they had encountered difficulty in obtaining permission to land in Ghana. Finally, they were able to overcome this problem and leave their base to land in Accra on time. Our operations department and our medical team were constantly monitoring the transfer with all the providers and communicating with the family. Iris Global managed the successful arrival of the patient to the nearest airport of his home, and from there oversaw the ground ambulance transfer to his hospital in Vigo, Spain, with no incidents.