The challenges and rewards of managing overseas medical care

International medical case management is a diverse and complex field. But it is the challenges of the job that make it so rewarding.

As an Operations Manager at Healix, my role involves handling medical treatment for patients around the world. The work is extremely varied, and no two days are the same. I manage about 20 cases per shift, providing help and advice to patients with critical, acute, or routine health issues.

For an example of how different each case can be, I recently supported a newly diagnosed child with insulin-dependent diabetes, a patient with rheumatoid arthritis starting biologic medication, and an adult suffering from mental health trauma accessing UK NICE guidance-approved therapy.

But despite this variety, there are many typical cases which we regularly handle. These include:

Post-exposure rabies

A parent in Thailand called our health line after their 4-year-old daughter was scratched by a cat, raising concerns about rabies. Following Public Health England’s guidelines, I first verified if the child had completed her pre-exposure rabies treatment.

Fortunately, a suitable local facility had the necessary post-exposure treatment. We coordinated with them to ensure the child received the full course, avoiding unnecessary travel back to the UK.

In addition to managing the medical logistics, I had to support the anxious parent. It was crucial to balance the urgency of the situation with calm guidance to ensure they could take on board the advice I was giving.

Navigating mental health complexities

A male patient in his 40s had recently relocated to Turkey. The patient shared that he was constantly worrying, having trouble sleeping, struggling to eat and wasn’t motivated to socialise. Following a phone consultation to gauge the current condition of the patient, I developed a care plan.

I was able to source an ‘in country’ English speaking specialist to help the patient talk through how he was feeling and get specialist support. Continuous follow-ups ensured his treatment was effective, including timely prescription orders and appointments.

Accessing mental health services abroad is challenging due to cultural differences in mental health approaches. We must be considerate of these variations to provide appropriate support.

Arranging an air ambulance

A cardiac patient in Africa needed higher levels of acute care than the local medical centre could provide. We decided to transfer the patient to a neighbouring city via air ambulance with a medical crew, a process involving securing hospital admission, permits, and visas. Coordinating with our logistical team and local providers ensured a smooth transfer, while constant communication kept the patient informed and reassured.

Once the patient had recovered and was ready to return to his posting in Africa, I reviewed his travel and medical plans. I ensured there were enough supplies of his medication and he understood the process for obtaining a repeat prescription.

Managing medical care remotely involves challenges beyond patient health, such as language barriers, time zones, resource limitations, varying healthcare standards, political situations, and cultural nuances. These factors require creative problem-solving and adaptability.

Working with a multidisciplinary team, including non-medics who are essential for logistical planning, enhances our ability to provide comprehensive care. Despite never seeing our patients in person, I know that our work significantly impacts real lives worldwide.

Find out more about what we do to support people worldwide at Healix.com.