Improving the air ambulance commissioning process
This ITIC Global 2019 session focused on the importance of collaboration and having all the necessary information upfront when looking to improve the air ambulance commissioning process.
Dr Eugene Delaune, Chief Medical Officer at Generali Global Assistance, provided an overview of the air ambulance commissioning process from the consumer health perspective, detailing the development of Generali’s global 3AT tool, an air ambulance auction tool that supplies the user with a pool of air ambulances to choose from.
He explained that the tool considers providers that are the most economical (not necessarily the cheapest), of the best quality, and the most reliable (in that they could be trusted to deliver when they say they will, and will be available even in times when services are limited). Dr Delaune said that the Generali team conducted its own primary research when selecting the air ambulances listed in the tool.
For providers, Generali’s tool is convenient, as they know that Generali will pay them on time, and that they will be fair in how they commission the services, said Dr Delaune. For Generali, the tool provides pre-negotiated prices that providers can come in lower at if they’re experiencing low business. It’s a win-win for all, he surmised.
Eva Kluge, Chief Commercial Officer at Air Alliance Medflight GmbH, discussed how providing detailed information at the point of quote when choosing an air ambulance provider is integral to improving the air ambulance commissioning process. She explained that discerning certain pieces of information at the quote stage helps ensure resources are not wasted and costs can be better managed. Determining the route can enable the provider to choose the best airports and flight options; identifying the age and gender of the patient allows the provider to employ the right medical facility (paediatric teams are more expensive, elderly patients may have more complications and there might be additional gender considerations); and providing a correct diagnosis should not be undervalued, as this could also help determine what kind of transportation the patient requires – either bed-to-bed or tarmac can be determined with the aid of the operator on the line. In addition, information about the sea level is paramount in determining the amount of fuel needed, while additional ground transportation can inflate costs if it hasn’t been included within the initial quote, Eva said.
She added that further information, such as the patient’s passport and visa information, the specific address of both the start and end hospital and a current medical report can prevent any unhelpful delays.
All of this information will not only ensure that the patient receives the most appropriate care, but will also help the air ambulance provider to better practise cost containment. Seek advice in aeromedical matters when you’re not sure, she reiterated; communication is always key in ensuring a smooth service.
Looking at misunderstandings, communication pitfalls and ways in which related challenges can be overcome, Patrick Schomaker, Director, Sales & Marketing, European Air Ambulance, detailed the air ambulance commissioning process from the point of view of the air ambulance team and the medical provider.
Similarly to Eva, Patrick also highlighted the importance of discussing options with the medical provider in advance. “The ground ambulance is often something that is underappreciated and underestimated,” he said, noting that ground ambulances are often neglected in patient transportation plans and, as such, are unable to provide the level of assistance that they could potentially give.
Patrick reasoned that cost savings come down to successfully combining services, such as running two missions back to back and the use of empty leg offers. Again, he emphasised that it is important to ask about combination possibilities as early as possible.
To summarise, Patrick explained that it is best to let the air ambulance company choose the airport, that the medical conditions of the patient should be discussed as early as possible with the air ambulance provider, that hospitals on both ends should also be informed as far in advance of the situation as possible, and that choosing a ground ambulance familiar with the transportation route were all considerations that would ensure the best patient outcomes and the best methods of containing costs.