It was truly a heart-stopping experience;
if not for MSH,
problems could have arisen at every step.
MSH's 24-hour service hotline operates all year round, handling over 276,000 calls annually, many of which are urgent medical requests from clients. Each seemingly routine call is a comforting lifeline for anxious family members of patients.
A client with a family of five, consisting of a couple and their three children, lived in Qingdao.
At 6 PM on a Sunday, the client called MSH's 24-hour service hotline to report that her husband had injured his right hand while skiing in Xinjiang, experiencing pain and limited movement. The local hospital suggested immobilization with a cast or splint. Initially, they didn't think much of it, intending to take the next flight back, planning to visit a recommended specialist at a public hospital in Qingdao the following morning.
Since the specialist the client wanted to see only practiced in the general department of the public hospital, and the international department did not have a traumatology and orthopedics department, this arrangement exceeded MSH's usual service scope. Nevertheless, MSH's customer service patiently introduced the situation of the orthopedics departments in several major public hospitals in Qingdao, offering the client sound alternative suggestions.
Given the urgency and the lack of better local options in Qingdao, MSH prioritized the human element and coordinated extensively to address the client's immediate needs, successfully securing an appointment with the specialist for the following morning. However, due to a mechanical issue with the client's flight, they could only arrive in Qingdao at noon, missing the scheduled appointment time. Upon learning this, MSH urgently arranged another suitable orthopedic specialist, allowing the client to be seen in the afternoon.
After the specialist's consultation, a diagnosis of a right ulnar coronoid process fracture was made, and an open surgery was proposed, with arrangements for hospitalization that day and surgery the next afternoon. MSH urgently issued a guarantee letter, with the surgery costing approximately 15,000 yuan. The noisy environment and lack of communication in the general department of the public hospital made the client hesitant and conflicted.
In response to the client's needs, MSH arranged for a second opinion from a Beijing expert, who, after re-imaging, determined a comminuted fracture and the need for surgery. MSH also arranged for hospitalization at the De'er Kangni Orthopedic Hospital and surgery by a renowned chief physician from Jishuitan. As the client was within MSH's direct billing medical network, the approximately 110,000 yuan in surgery costs could be settled entirely through insurance direct payment, sparing the client the hassle of claims. In addition, the client's travel expenses for seeking medical treatment in different places were also promptly compensated.
After being discharged, the client was deeply moved, saying that this surgery allowed them to personally experience how high-end medical services and MSH's insurance services can really bridge the gap caused by the tension of medical resources, making medical treatment simpler and smoother, while also meeting professional and personal needs, which felt really good.
There is a sequence in learning, and specialization in skills. In most cases, even with a medical background, it is impossible to master all fields and be familiar with all regional medical resources. Whether to have surgery and what kind of surgical plan to adopt is not a simple "black and white" judgment.
High-end medical insurance irons out the limitations of cognition, allowing every ordinary person to potentially access medical resources across the country and even globally through MSH's high-end health insurance services and direct billing medical network, receiving the most appropriate medical care and respect for life.
