CASE STUDY PROJECT

Total Marks: 100

ELECTIVE HEALTHCARE & HOSPITAL MANAGEMENT

Running a healthcare plan for thousands of employees requires competent
administration, excellence in case management, and a solid network of doctors,
hospitals and health providers. When your company doesnt have an adequate
medical program in place, costs can escalate along with increased employee sick time
and lowered productivity. Through case study illustrate how International centralized
oversight, management and reporting for a clients healthcare management program
will bring in considerable efficiencies.

Problem
Pierre Thibaut, HR Manager of a multinational mining corporation in Indonesia,
inherited a healthcare programme from his predecessor and saw the need for
improvement. The existing programme was uncoordinated and fragmented. Employees
complained about having to wait too long to see a doctor and were unhappy with the
quality of the medical care they received. The catalogue of problems included wrong
diagnoses, inadequately trained doctors, poor hospital sanitation, long hospital stays,
lack of equipment, incorrect prescriptions and spiralling costs. Pierre knew that changing
the company's healthcare programme would be a major challenge.

Clinic employee
Solution

Pierre contacted International SOS to help him deliver quality medical care while keeping
a lid on costs. We conducted a full audit of the company's current health cover and
made recommendations which were accepted. Firstly, International SOS centrally
managed the healthcare programme from Jakarta with a small team of a doctor, nurses
and several administrators. Employees could contact this team via a dedicated phone
line and get medical advice as well as referrals to our accredited network of primary care
physicians, specialists, dentists, and hospitals. With this came total confidence that all
the practitioners and facilities had been screened to ensure they met international
standards of care.

Many of these providers also offered cashless access to medical care for employees, so
employees didn't have to pay for doctor's visits upfront. At the company's other sites in
Indonesia, we implemented local solutions to improve access to healthcare. In Papua at
a busy mine, we assigned a doctor and administrator to coordinate care and keep the
on-site workforce healthy.
International SOS conducted reviews of diagnosis and treatment and verified the
amounts patients were billed. Pierre received monthly reports on what had been spent,
on what and where, so that he could gain visibility on key health issues and identify
preventive health and wellness programs for employees.

Impact
The survey results Pierre commissioned after eight months showed a staggering
improvement - employee hospital stays were reduced by 45%, savings on the healthcare
budget of $130,000 USD were realised. Employee satisfaction increased. This was
notably linked to the fact that employees had a much better level of healthcare with
more accurate diagnosis, treatment and preventive care.