INCIDENT: A Duty of Care client suffering from chest pain while traveling required medical translation and consultation services in the hospital
LOCATION: Europe
SERVICE:
SITUATION:
While traveling with their family in Europe, a Duty of Care client began experiencing chest pain. Upon presentation at the nearest hospital, the client and their family had trouble communicating with onsite physicians in their non-native language and could not understand the diagnosis or plan for treatment.
The client called into Global Guardian’s 24/7 Operations Center for assistance in communicating with the onsite physicians.
RESPONSE:
As soon as the call came into our 24/7 Operations Center, permission (per HIPPA requirement) for transfer of hospital records was requested and obtained.
While waiting to receive the hospital records, our agent contacted Global Guardian’s vetted translation partners to ensure they were on standby to assist with written, as well as verbal, translation services. Once the hospital records were obtained, they were translated into English, allowing Global Guardian’s medical team to review and assist in coordinating care. A translator in the area was also dispatched to the hospital.
Upon reviewing the translated records, one of our board-certified physicians arranged to speak with the onsite physician via the translator to allow for effective consultation with the client and their family. This collaboration allowed for Global Guardian’s physician to mediate between the hospital team and the client’s family, ensuring all necessary information about the diagnosis and the plan of care was understood.
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