CASE STUDY: MEDICAL SUPPORT

INCIDENT: A Duty of Care client who overlooked bringing their hypertension medication on a business trip required assistance in filling the prescription

LOCATION: Israel 

SERVICE: 

• Duty of Care Membership
• Emergency Prescription Assistance

SITUATION: 

At the start of a business trip in Israel, a Duty of Care client realized they had left their hypertension medication at home and immediately called Global Guardian’s 24/7 Operations Center using their mobile application to assist in acquiring the necessary medication.

RESPONSE:

Upon answering the client’s call, an agent in Global Guardian’s 24/7 Operations Center confirmed all the necessary information the team needed to assist with the request, including information about the client’s home pharmacy in the United States.

Working with a board-certified physician on Global Guardian’s medical team, the agent reached out to verify the prescription at the home pharmacy and researched local pharmacies near the client’s hotel where the medication could be obtained quickly. Since the client was in a region that allowed for a foreign-based physician to facilitate the transfer of the prescription, Global Guardian’s medical team was able to seamlessly transfer the prescription to the local pharmacy in Israel.

While the prescription was being filled, our agent coordinated with Global Guardian’s security team on the ground for a local agent to obtain the medication and transport it to where the client was located.

As a result of the quick action by Global Guardian’s 24/7 Operations Center and medical team, the client received the medication they needed within five hours of their initial call—and without disruption to their trip.