If there is one fundamental truism of medical assistance, it is that communication is key to a good and successful operation. This includes communication with the claimant, the treating medical team, the insurer, and, just as importantly, with the patient’s friends, relatives, and loved ones. It’s easy to focus on the patient and forget the relatives, but, from an assistance viewpoint, this is poor practice and is also the most likely source of a damaging complaint.

Recognising the needs of family members in a crisis

Anyone who becomes unwell or is injured while abroad is automatically thrust into a vulnerable position. 

Training is critical to promote active listening and to create a supportive environment where family members feel comfortable expressing fears, frustrations, or grief

They depend on the medical assistance company to help them navigate the challenges of payment, language barriers, and the often frightening and disorienting experience of foreign medical service. Loved ones at home are usually going through similar emotions and need all the support they can get from professionals who understand the system. 

The challenges of confirming coverage in a medical crisis

Often, one of the first roles of the operational team is to validate the policy to confirm cover. This can involve delving into the patient’s GP records to tally declarations with pre-existing medical conditions, often a drawn-out process. This can instantly turn the family against the medical assistance team, as they are seen to be delaying the process at best and trying to deny cover at worst. 

An experienced operations coordinator will be prepared for this reaction and will be able to explain the process and empathise with the family member. 

Training for compassionate and effective communication

Training is critical to promote active listening and to create a supportive environment where family members feel comfortable expressing fears, frustrations, or grief. This can be achieved through regular check-ins and empathetic conversations, helping families maintain hope and resilience in the face of difficult circumstances. A key point of contact with whom the family feels at ease should be available wherever possible.

Providing emotional and practical support to families 

As the case moves forward, it is incumbent on a professional medical assistance company to provide not only medical coordination and expertise but also much-needed pastoral, psychological, and practical support for the patient’s loved ones. Whether the family members have accompanied the patient on holiday or are back home, these services can make a profound difference in how they cope with the crisis at hand. There is often guilt over perceived responsibilities, and the shock of handling an unexpected crisis can take a considerable emotional toll – it is not always practical or financially possible to fly out to a foreign destination at the drop of a hat. 

Why involving family in care can be beneficial

In circumstances where a patient is alone overseas, the insurance policy will usually provide cover for a family member or friend to fly out to be with the patient. Simply explaining this to the loved one can be crucial in supporting the patient and their family. It helps to alleviate the fear and loneliness of the patient, while bringing firsthand reassurance to the family at home.  

From the point of view of the medical assistance company, it can be helpful in a number of ways. It helps to build the feeling that ‘we’re on your side’ and helps to alleviate any mistrust. 

A key point of contact with whom the family feels at ease should be available wherever possible

The family member can be a vital advocate for the vulnerable patient in hospital; they can also provide practical support, bringing in food and essentials such as toiletries; they can help in getting hold of a doctor and sometimes hold a mobile phone to the patient’s ear so that the medical team can obtain necessary information. Finally, if the medical team recommends a non-medical escort for the eventual repatriation, they are ready and waiting!

The importance of timely and clear updates

By ensuring that the family receives timely, accurate information throughout the admission, the assistance company helps reduce anxiety and fosters trust. These updates should include information about treatment plans, possible hospital transfers, and expected recovery timelines.

Helping families manage responsibilities and guilt 

Often, family members or friends are with the patient when they are admitted to hospital and, at the time, they help in any way they can, but when it comes time to return home for work and other commitments, they often need guidance and reassurance. A clear plan is essential to help with these decisions and to reduce any feelings of guilt or lapsed responsibility.  

How assistance companies can ease the burden on families

The assistance company is ideally placed to offer practical support to both the patient and the family with issues such as navigating insurance claim documents and consent forms, obtaining a retrospective Global Health Insurance Card (GHIC) or travel documents or visa extensions, as well as accommodation in extended stays. Anything the assistance company can do to reduce the stresses on the family members or loved ones will allow them to provide the best support for the patient.

Handling critical changes in a patient’s condition 

Unfortunately, sometimes the patient’s condition deteriorates, and it is necessary for the assistance company to provide prompt and clear information to family members, to explain what the changes mean, and to answer any questions they may have. This consistent flow of information helps prevent the misinformation and fear that can spread when people feel cut off or uninformed.

Ensuring a smooth return home for patients and families

In a best-case scenario, the patient recovers and is discharged and can continue their holiday or return home – they may be fine to jump on a flight or they may need to be repatriated with or without medical assistance. However, if they are unable to fly commercially, they may need an air ambulance; wherever appropriate, the assistance company will liaise with the air ambulance provider to allow one family member to travel with the patient. Ideally, other family members will be flown back commercially in time to meet the patient as they arrive at the hospital.

A holistic approach to care

In summary, the role of a medical assistance company goes far beyond merely coordinating a patient’s treatment. It extends to caring for the patient’s loved ones, providing reassurance, and offering the vital information and resources that reduce the inevitable pressures of medical emergencies away from home. 

Updates should include information about treatment plans, possible hospital transfers, and expected recovery timelines

From helping families understand their loved one’s treatment plans and prognosis, and making sure they have a place to stay, to negotiating the practicalities of the insurance, they bring peace of mind to families at a time when they need it most, ensuring that no-one has to face these challenging circumstances alone.