At Northcott Global Solutions, we understand that navigating the complexities of travel risk management involves more than just ensuring safety; it also focuses on achieving significant cost savings.
Therefore, we design our tailored solutions to offer clients rapid, reliable support during unexpected emergencies, effectively reducing both financial and operational impacts. This case study highlights NGS’s expertise in cost containment, medical operations, and effective coordination across borders.
Background Information
Location: The United States of America
Services:
In November 2022, our client was involved in a fight with a member of the public. He suffered severe facial trauma, including a fractured jaw.
The client was immediately rushed into surgery, where costs were estimated to be at least $50,000. However, the severity of the injury meant that further surgeries were required, which escalated the costs to over $130,000.
At this point, insurers were notified and our cost containment team in the US quickly took control. They managed the escalating medical expenses while ensuring the patient received urgent care.
Mission
The mission was clear, we had to minimise surgery costs while ensuring the patient received the highest level of care.
Strategy
Our solution involved multiple steps:
1. Initial Monitoring
From the start, our Medical Operations team actively oversaw the case, liaised with medical professionals, and coordinated efforts with the insurer. This approach was vital in verifying and ensuring that the patient received timely, appropriate care.
Key actions:
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- We requested medical reports, treatment plans, police reports, and witness statements to fully assess the case.
- Furthermore, we engaged a local service provider to assist in retrieving medical information and contain costs.
- Lastly, we closely monitored the case to ensure there was no evidence of alcohol involvement. This was done as it could potentially invalidate the insurance claim.
2. Cost Savings Strategy
As the initial estimate of $50,000 for surgery rapidly increased to $130,000, we immediately took action to minimise financial exposure. This was done by:
- Engagement of Local Service Providers:
We established a local presence in the area by collaborating with local service providers, which allowed us to negotiate costs effectively and in real time. - Medical Invoice Auditing:
We thoroughly reviewed every medical invoice received to ensure accuracy and identify potential areas for cost-savings.
- Engagement of Local Service Providers:
3. Repatriation and Ongoing Care
Once the client was healthy enough to travel, our operations team arranged for their repatriation back to the UK for follow-up treatment.
Subsequently, we coordinated specialist appointments through a trusted service provider, ensuring that the patient’s medical needs were met while keeping costs under control.
Result
Summary
Challenge:
- The client in the US was hospitalised after sustaining serious facial injuries from an altercation. Initially, the client estimated the costs at $50,000; however, they escalated to over $130,000 due to the need for multiple surgeries.
Solution:
- Cost Containment Activation: We quickly activated our US-based cost containment team to manage escalating medical costs.
- Medical Management: Our Medical Operations team closely monitored the case, coordinating with medical professionals and the insurer to ensure timely care and verify coverage.
- Invoice Auditing & Negotiation: We meticulously reviewed and audited all medical invoices. Additionally, we engaged with local local service providers to negotiate cost reductions directly with the hospital.
- Repatriation & Follow-Up: We arranged the patient’s repatriation to the UK and effectively managed follow-up care to contain further costs.
Results:
- Cost Savings: We reduced medical costs by over $50,000 through strategic cost containment and provider negotiations.
Positive Medical Outcome: After the surgery in the US, we coordinated the patient’s repatriation to the UK for follow-up care.
Client Satisfaction: Ultimately, both the insurer and patient were highly satisfied with our efficient coordination, cost savings, and quality care.
