Provision of Global Medical Assistance Services to a Key Producer in the Energy industry in Libya

Background

The client is a key producer in the Energy industry in Libya, currently operating under a joint venture. They requested our services to compensate for the deteriorating quality of medical care in the country resulting from civil war conflicts. The company contracted Medilink International to provide global medical assistance services to 36,000 employees and family dependents.

Challenges

  • High demand: The group members had a significant number of co-morbidities. Therefore, the demand for medical services was much higher than what is normally expected in the workforce.
  • Medical Care diversity: The members encompassed a very broad demographic group. Therefore, the medical services required were very diverse and included neonatal services as well as geriatric services.
  • Cultural diversity: There were important cultural differences between the members and the countries that they travelled to in order to seek medical attention. Additionally, many members only spoke Arabic.

Solutions

We reviewed the contract providers of the client and, when necessary, contracted new providers to handle the diverse demographic and co-morbidities.

We selected and set up main hubs that the patients were later referred to, on the basis of linguistic and cultural proximity to Libya. These included Tunisia, Turkey, Jordan and Dubai. In each of these hubs, we hired Arabic speaking representatives for the purpose of providing assistance to members.

We also established an Arabic speaking team within their Alarm Centre to cater to these new members.

Medilink Project Managers also maintained very close contact with the HR team at the client to ensure that any issues were handled as early as possible.

Outcome

We have provided both high quality and inclusive global medical assistance services to the client. Over the two years of service, we performed 24,268 referrals, 8 evacuations and 2 repatriations of mortal remains for this client.