Earlier in 2024, MSO International was notified about a 17-year-old boy who had suffered severe limb-threatening injuries in a boating accident. Initially stabilised at a small clinic, he was later transferred to a government hospital in Xai Xai, Mozambique due to the seriousness of his injuries.

MSO International reviewed the patient’s scans and, with Discovery Health’s approval, decided to arrange an air ambulance for evacuation to South Africa for further treatment.

Thanks to MSO International’s quick response and comprehensive support, the patient was successfully repatriated and is recovering in South Africa. We thought we would find out how this process takes place, what happens behind the scenes and how much support MSO International offers.

Here’s a detailed look at how MSO International managed this complex case and how travellers can be well-prepared for similar situations.

The Process: Step-by-Step

Initial Contact and Assessment

• Call Received: The process began when MSO International received a call about the teenager’s boating accident. The call came from the patient’s family, providing immediate and crucial information about the patient’s condition.
• Details Collection: MSO International gathered all pertinent details about the incident and the patient’s current status. This included information on the injury, the current medical facility, and any initial treatments administered.

Case Evaluation and Coordination

• Detail Loading: MSO International’s team promptly entered the case details into their system to ensure accurate tracking and coordination.
• Reverting Back: The team then communicated to the insurer and the patient’s family, updating them on the assessment and initial steps.

Engagement with Insurer and Facility

• Insurer Communication: MSO International coordinated with the insurer, Discovery Health in this case, to secure approval for the necessary medical evacuation.
• Cover Placement: Arrangements were made to ensure the patient had cover at the local government hospital in Xai Xai, Mozambique.
• Facility Engagement: Active communication with the hospital in Mozambique was essential to monitor the patient’s condition and ensure proper care during the transition.

Arranging Evacuation

• Air Ambulance Coordination: MSO International engaged with accredited air ambulance providers to find the fastest available option. Once identified, the chosen provider was activated.
• Ground Ambulance Logistics: Ground ambulances were organised to transport the patient from the hospital to the airport.
• Airport and Hospital Communication: Ensuring the airport in Xai Xai remained operational and coordinating with the hospital director was critical for smooth logistics.

Patient Transfer and Arrival

• Evacuation Execution: The coordinated efforts resulted in the successful air ambulance evacuation of the patient from Mozambique to Johannesburg, South Africa, within 12 hours of the initial call.
• Receiving Hospital and Doctor: MSO International arranged for a receiving hospital and doctor in South Africa to ensure immediate and appropriate care upon arrival.

Ongoing Support Once the Patient is Hospitalised

After the patient arrived at the hospital, MSO International continued to offer comprehensive support:

• Hospital Coordination: MSO International maintained communication with the hospital to oversee the patient’s care and address any additional needs.
• Continuous Communication: Throughout the process, MSO International ensured transparent and continuous communication with all parties involved, providing updates and addressing any concerns.

Advice for Members/ Travellers

For those considering coverage for international medical evacuations, here are some key recommendations:

1. Understand Your Coverage: Ensure that your insurance covers medical evacuations and understand the specifics of what is included. Clarify the scope of coverage for both emergencies and non-emergencies.
2. Verify Travel Insurance: Confirm that your travel insurance includes coverage for medical evacuation and related costs. This can prevent unexpected financial burdens during a crisis.
3. Emergency Contacts: Keep emergency contact details for your insurer and medical evacuation service provider readily accessible.
4. Pre-Travel Checks: Verify the adequacy of your travel insurance before embarking on trips, especially to remote or high-risk areas. Ensure that all travel documents, including visas, are in order.

 Conclusion

MSO International’s role in managing this complex medical evacuation highlights our expertise in handling high-pressure situations with precision and care. By understanding our detailed process and ensuring proper coverage, future insurers can navigate similar crises with greater confidence and support for their clients. For further information about MSO International’s services, or to speak to one of our consultants, contact us today.