These case studies are designed to give an idea of the types of assistance we at FirstAssist are asked for every day.

Case 1
We were notified by a patient's wife of a diving accident in Tobago. The patient had gone too deep and as a consequence had run out of air. He was taken to the nearest decompression chamber and treated for decompression sickness ('the bends'). However, following initial treatment, he remained symptomatic. Our Head of Medical Services (a diving specialist himself) liaised with the treating doctor to decide on the most appropriate course of action. It was decided in the initial stages to keep the patient in Tobago where he could continue with regular sessions in the decompression chamber, as a flight in the initial stages could be hazardous because of pressure changes at altitude.

The follow-up medical reports over the following day revealed that the patient was regaining strength quickly. He continued to have 2 daily sessions in the decompression chamber for the following week. We guaranteed the cost of this treatment directly to the treating doctor. After a week of these decompression treatments, both the treating doctor and our medical team agreed that the patient was now well enough to undertake a flight back to the UK in Club Class. We arranged medical clearance through the airline and the patient was well enough to go back to the UK.

Case 2
We were advised by a hospital in Orlando that one of our policyholders had been admitted suffering from a suspected heart attack. We contacted the patient's husband to reassure him that we were involved and that we would monitor his wife's case accordingly.

Our medical team made contact with the treating doctor at the hospital and they confirmed the diagnosis of a heart attack. She was admitted to the Coronary Care Unit at the hospital where she was treated accordingly and monitored closely. Our medical team made regular contact with the hospital to follow her progress. We involved our cost containment company in the USA to monitor costs and to arrange direct billing.

The patient was discharged from the hospital after 7 days of treatment. Airline regulations stipulate that she could not travel until 10-14 days following the heart attack, and must be escorted by a doctor. We arranged for the patient to come back on a scheduled airline 10 days following the initial illness.

The patient was accompanied by a doctor who had with him FirstAssist specialised medical equipment in case the patient suffered a relapse. The patient missed her original flight because of her illness so we guaranteed the cost of her husband's hotel accommodation until they were able to leave.

Case 3
We were contacted by a policyholder's tour rep to advise us that the client had suffered a fall on the ski slopes in Austria and that she was in need of assistance.

The client had been air-lifted off the slopes and been taken to see a local doctor for treatment. The patient had torn ligaments in her knee which had been immobilised in a non-flexible cast. We guaranteed the cost of the helicopter rescue, as well as the medical expenses at the local clinic in the resort.

The patient was due home on a flight 2 days later, but because she was unable to bend her injured knee, we needed to make special arrangements for her flight home. We organised a large medical car to the airport and arranged 2 extra seats on her flight to keep her leg elevated for the journey. A wheelchair and luggage assistance was available for her at both airports and a medical car to take her to her home in the UK.

Case 4
In July 1999, FirstAssist's Major Incident team were called upon to assist with the tragic canyoning accident in Switzerland. A doctor and team of nurses, were on-site within 24 hours of notification of the accident. A Trauma Counselling team were also on hand to provide vital support to the survivors, tour operator staff, families and friends of the victims who sadly died in the accident.

FirstAssist were ably assisted by their International Assistance Group colleagues, Medicall who are based in Switzerland and able to attend the incident immediately. Medicall provided invaluable help liaising with the police and hospitals assisting FirstAssist in all areas of the tragic accident.

FirstAssist's Major Incident planning was of great benefit in ensuring the smooth running of the support and assistance that was required. All calls relating to the accident were forwarded to a pre-planned dedicated Incident Unit. The dedicated telephone lines were also available to families and friends of the victims. The Unit was manned 24 hours a day until all the necessary arrangements were completed.

FirstAssist was involved in organising 18 body repatriations to various countries including South Africa, Singapore, New Zealand and Australia and co-ordinated either medical or flight assistance for the 26 of the remaining survivors. Further Trauma Counselling was also provided for a group of survivors who travelled to the UK before returning to their country of residence.