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Medical Assistance
All in a day's work
Whenever we get a call to assist in unique situations, we grab the opportunity, since this is one of our specialities. This was the case when one Dr D asked for special flight arrangements for his wife who would be travelling with him to London but was not in a good health condition and needed special care to make her travels comfortable. Our Medical Case Managers were keen to assist.
I confirm that my wife is doing really well and will not require a medical escort. I will take responsibility for the return flight. Also, unless things change, she will not require a wheelchair. Thank you for arranging the return flight.” Dr D wrote.
We would both like to express our very sincere thanks for the efficient and caring way in which you have helped us through this anxious time. It has been very reassuring not only from the financial side, but also from the way you and your team have taken care of the arrangements that needed to be done and shown care and concern whenever I have phoned.” wrote Dr D in appreciation to an EASA Case Manager who assisted his wife.
Be honest with yourself and HIV
With so much confusion around HIV and Aids it pays to be honest with yourself and those closest to you as Nomaswazi found out when she called the Jet Club EA Touch Line.
Nomaswazi called as she had been for a test and her results came back positive, she then told her partner that she tested negative. Debra Simons, the Personal Health Advisor who took the call, told her that her actions were not only unfair but very dangerous and in fact she could be spreading the virus faster. People need to take responsibility for their actions,’ said Debra, “by telling her partner that she did not have HIV, she put him at risk and anyone else he or his partners had sex with. I encouraged her to be honest with him and persuaded her to get him tested as well. This way they could work as a team, be accountable to each other and see each other through this difficult time,” added Debra. There are no easy ways to tell another person that he or she might also be infected,” Debra told Nomazwazi. The partner could react quite violently, but it is important to remember that we all make mistakes and although hers is costly, one can only ask for forgiveness.
A week later Debra called Nomaswazi to find out how she was feeling and if she had told her partner.Good news, Nomaswazi disclosed her status and although her partner nearly hit the roof, he did agree to go for testing and that they help each other through the difficult time ahead.
Compliments all round
Well done Mary, Irene, Devine and Riana for continually doing what you do so well ! Your compassion shines through on every call you do. The Beeld article is great - the dispatchers also played their part in assistance to Mrs Coetzee – well done guys!
Cover in the event of HIV exposure
With the ever rising HIV/Aids statistics, it’s good to know that as an A+ Club member you can always count on getting the best information you need whenever you need it.
A very upset A-Plus Club member recently called the HIV/Aids helpline after discovering that a family friend had spent time with her 6 year old nephew and had given him a drink from her glass. Mrs Smith had previously asked the friend not to do this, but her friend continued to ignore her request.
Mrs Smith asked the nurse what could be done and the nurse calmly explained to her that HIV could be contracted in this way especially as there was no way of knowing whether the “friend” had any broken skin or ulcers in their mouth, despite the fact that the chances are relatively small. HIV has occasionally been found in saliva (sputum) and the nurse advised Mrs Smith to take the child for testing just to be sure.
The nurse then gave the caller some tips to assist her deal with this type of situation better in the future. “The child is still young, but certainly old enough to be taught not to take anything that has been in somebody else’s mouth, as this is not hygienic at all and that it could make them ill, and also to request the friend not to do this again and that HIV can be transmitted this way,” the nurse explained.
Mrs Smith called back feeling more positive after the child’s HIV test was negative and that she had explained the dangers of infection and transmission to her friend. Apparently the friend also thought that she was being discriminated against because of her HIV status and had not realized how dangerous her behaviour could be.
Life happens
Mr X recently passed away in a car accident. Our call centre team, who manage the Funeral Assist line on behalf of Regent, was there to make the pain bearable. Even in their time of agony, Mr X’s family was grateful for the caring and support received from EASA team and sent a thank you note:
We as a family wish to thank all your staff for all the calls, sms’s, flowers and the help and assistance at the accident scene, the service was outstanding. Thank you to everybody that attended the funeral.”
Taking the trouble out of travel
Dear Marlene,
Thank you for your efforts in this matter – you are a credit to Europ Assistance and we value your contributions. Well done!
Kind Regards,
Noel Joseph
Claims Manager
Travel Insurance Consultants(Pty)Ltd
The thrill in travelling
Illnesses should not control our lives, we should control our lives. Mr J and his mother refused to allow an illness to get in the way of their well deserved holiday in Germany.
While abroad Mr J’s mother suddenly fell ill with flu, it quickly advanced to Pneumonia and they immediately called their Regent Travel Insurance helpline, which is managed by Europ Assistance SA.
The EASA team assisted with locating a nearby medical facility so that Mr J’s mother could get prompt medical attention. A medical facility was located and a claim for medical insurance was paid out in no time. Within a few days Mr J’s mother was up and about starting where she had left off, with sight-seeing.
I have never claimed or dealt with travel insurance, and as this was my first experience, I cannot compare the service of Europ Assistance with another service provider. But all I can say is that the service I received was beyond exceptional by both Elton and Lydia.
Many thanks to your team for assisting and caring during a traumatic time.” These were Mr J’s words when he returned from Germany.
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