Working effectively with local physicians and treating hospitals
Jane Collingwood explores how medical assistance firms collaborate with healthcare providers to ensure the best possible experience for the patient
The relationship between medical assistance companies and the local physicians and hospitals they work with is enormously important in ensuring patients receive high-quality care. Collaboration between all parties is fundamental, and there are several other crucial ways in which these groups can work together effectively, as well as many areas of potential disharmony.
“Ensuring appropriate treatment for patients in medical travel scenarios demands a multifaceted approach that prioritises relationship management, transparency, adherence to regulations, and cultural sensitivity,” said Jennifer Milton, CEO and Founder of Compass Point Assist.
“Building robust relationships with local physicians and hospitals is foundational to this endeavour,” she pointed out. “Through personal connections cultivated via initial visits, online meetings, or calls, trust is established, facilitating not only the exchange of vital medical information and invoices but also fostering a collaborative atmosphere where mutual respect and understanding thrive.”
The problem of using patients as leverage
The relationship between assistance companies and medical facilities is especially critical, and needs to be underpinned by good communication. This is necessary in order to cultivate trust, mutual respect and transparency, especially in the healthcare assistance sector, where the stakes involve high-quality patient care.
“A common, yet significant, pitfall arises when either the assistance company or the medical facility attempts to leverage the patient in disputes,” said Elyah Oulad-Mehdi, Head of International Medical Assistance Excellence at AXA Partners. “This tactic, though tempting as a means to exert pressure, is fundamentally flawed. The ultimate outcome is often a loss of trust from the patient towards both entities, leading to a breakdown in the relationship and creating an atmosphere of mistrust.”
Transparency is vital
Maria Angela Varde, Assistant General Manager at BrightCare Assist, is in agreement about the importance of relationship management and transparency. These are crucial aspects of any successful organisation, she believes.
Offering guarantees of payments can be a powerful tool for building trust and confidence
“Building and maintaining positive relationships with clients, partners, and stakeholders is essential for long-term success,” she said. “Transparency fosters trust and accountability, which are integral to healthy relationships. Clear communication and openness help to establish strong connections and ensure that all parties involved are informed and involved in decision-making processes.
“Transparency is directly related to our relationship with accountability. How trustworthy we perceive ourselves to be will have a direct impact on how trustworthy we perceive others to be.”
Barriers to quality healthcare delivery can arise due to language and cultural differences, as cultural variation can impede effective communication between patients, doctors and other healthcare organisations. Cross-cultural knowledge and skills, developed in training and practice, increase sensitivity toward diverse patient groups – and this training is often provided in hospitals.
Navigating local customs and regulations
In addition, understanding local regulations and cultural nuances is paramount in navigating the complexities of medical travel effectively. Milton stated: “Terms like ‘customary and reasonable’ can vary significantly across regions and require a nuanced understanding. Experienced assistance teams adeptly interpret and navigate these regulations, ensuring fair treatment and effective cost negotiation. Additionally, cultural differences in medical treatment can present significant challenges, highlighting the importance of cultural sensitivity.
“An experienced team can provide invaluable support during medical repatriations, ensuring patients receive care that is not only medically appropriate but also culturally sensitive, preserving their dignity and respecting their cultural beliefs.”
The laws and customs of the place where a patient receives medical care can have a significant influence on how they are treated.
“Cultural challenges extend beyond language barriers and include being aware of regional medical practices, patient communication preferences, and social perceptions of healthcare,” explained Dr Leonardo Almeida, Medical Officer at Northcott Global Solutions. “For example, certain cultures place a great value on family participation in decisions about patient treatment, which may be different from more individual-centric methods that are typical in other areas.
“Assistance companies must be knowledgeable about these local nuances to guarantee compliance and enable culturally appropriate healthcare assistance. This includes training in cultural sensitivity, respecting religious convictions, dietary constraints, and regional practices related to patient care and interaction. For assistance companies, being culturally adept is as crucial as being medically proficient in ensuring the wellbeing of their patients abroad.”
The money management minefield
The issue of payment can also be a tricky area where problems can arise. Almeida pointed out: “Payment logistics can be complicated, particularly when dealing with various insurance plans and healthcare systems. Misunderstandings regarding coverage, delays in payment processing, or disparities in billing procedures can result in issues. To mitigate such issues, assistance companies must establish transparent payment policies, keep lines of communication open with healthcare providers, and maintain transparency in all financial transactions.”
He suggests that when signing up with new service providers, “a concise contract needs to be put in place aligning the payment process as a whole between parties, including details of the claim process, payment terms, period for friendly dispute and medical auditing, and even the terms for which a legal dispute should be carried in those extreme cases when a friendly agreement cannot be reached”.
This last option only occurs on very rare occasions, Almeida said, when open communication is taken seriously between companies and providers. “Furthermore, it’s imperative to understand and comply with the financial and legal regulations of the country in which healthcare services are provided, ensuring that all transactions meet local compliance standards,” he added.
Reimbursement processes for healthcare providers also need to be transparent, to allow good financial relationships and encourage continued collaboration. Standardised protocols and guidelines are key here, explained Lara Helmi, Managing Director of CONNEX Assistance. She said: “We have direct billing agreements with a vast network of providers in our region, and we strive to reduce the payment cycle to ensure speedy settlement of medical bills. Our policy is to always ensure speedy payment, even though some of our clients may have long payment cycles, but this further strengthens the relationship we have with providers who know they will not be frustrated with lengthy financial processes that are typical in our industry.”
Building trust and confidence
Offering guarantees of payments (GOPs) can be a powerful tool for building trust and confidence in business transactions, pointed out Varde. “By providing assurances of payment, businesses can mitigate risk and provide reassurance to their partners and stakeholders,” she said. “This can be particularly important in situations where large sums of money are involved or where there may be concerns about creditworthiness. However, offering GOPs should be carefully considered, as it can have implications for cash flow and financial risk.
“It’s important to strike a balance between providing assurance to partners and ensuring that the business’s financial position remains strong. Additionally, clear terms and conditions surrounding GOPs should be established to avoid misunderstandings and disputes.”
Oulad-Mehdi made it clear that once a GOP is issued, it should not be withdrawn lightly. He said: “In extreme cases, any changes should be discussed among the provider, the patient, and the assistance company to find a solution for the financing of the treatment already received. It is unacceptable for an assistance company to merely inform the other parties without being actively involved in resolving the issue. Such behaviour may compel providers to adopt more drastic measures, such as requiring a patient’s credit card or even passport as collateral.”
Unauthorised disclosure of patient information can lead to legal ramifications, breach of trust, and compromised patient care
Helmi also warned about this scenario. “Unfortunately, in some touristic areas we operate in, unscrupulous providers may request the patient’s passport be withheld till their insurer provides coverage,” she said. “This is illegal, and the facility can be reported to the authorities. It is used as a means to pressure patients and, in turn, their insurer, to cover inflated prices.”
Taking care of patients’ data
Another aspect of this relationship is timely and accurate sharing of patient medical information and details of treatments received overseas. The patient usually leaves the hospital or clinic with a copy of their medical records, to allow another physician to manage any complications that might arise on returning home.
Problems may arise in sharing the patient’s medical information between institutions because of different literacy levels and language barriers causing miscommunication. Communicating within privacy rules and regulations such as the General Data Protection Regulation (GDPR) or the Health Insurance Portability and Accountability Act (HIPAA), depending on location, is the best course of action.
Helmi said: “We take patient confidentiality very seriously. We ensure all the facilities we work with have the right physical and cyber security in place to protect patient data. We also have vast experience with the different laws in various countries we operate in regarding patient privacy and the official paperwork required for their data to be shared with us by a provider, ensuring swift information sharing without delays within the course of a case.”
Milton encourages the use of proper consent forms, secure channels for data exchange, and clear procedures for handling patient data. These are “essential to safeguard patient privacy and confidentiality”, she said.
“Transparent communication regarding the purpose and scope of information sharing fosters trust among all parties involved, facilitating smoother coordination of patient care. Furthermore, investing in ongoing education and training for assistance company staff on local regulations, cultural competence, and data privacy ensures that they remain up to date and well equipped to navigate the evolving landscape of medical travel.”
Unauthorised disclosure of patient information can lead to legal ramifications, breach of trust, and compromised patient care, highlighted Varde. However: “When done appropriately and within the bounds of legal and ethical guidelines, sharing patient information can improve care coordination, facilitate accurate diagnoses, and enhance treatment outcomes.”
A careful balancing act
In essence, Milton concluded: “By prioritising relationship building, transparency, adherence to regulations, and cultural sensitivity, medical travel assistance companies can effectively collaborate with local healthcare providers to ensure patients receive optimal care throughout their journey.”
Almeida added: “I would also mention that it is important to highlight the role of technology in enhancing collaboration, the importance of training staff to navigate international healthcare landscapes, and the value of building a network of trusted local providers to ensure quality healthcare.”
This approach not only enhances patient outcomes but also fosters a culture of trust and cooperation within the healthcare community, with medical assistance companies forging strong, effective partnerships with healthcare providers worldwide.