From excruciating pain to extraordinary care

A sequence of events

‘I fractured my collarbone falling off my bike and was admitted to my local hospital. I required immediate surgery which continued to be delayed within my first 24 hours of admission. Furthermore, I received little to no pain relief, and was stuck on a busy ward in agony for many hours. Utilising my work health insurance, I contacted the HCA UK Medical Concierge Centre to explore an alternative private pathway to expedite my care as I was stuck in an ever-growing queue in excruciating agony.’

Advising that she would need to provide written consent for a transfer to HCA UK, Amelia emailed back her signed consent form the next morning, together with her ID. Within half an hour, the NHS Trust that she was being treated under was contacted, as well as Consultant Orthopaedic Surgeon, Mr Simon Owen-Johnstone, based at London Bridge Hospital, to notify the appropriate teams of her wishes. The required NHS Transfer proforma was also completed and returned to the Medical Concierge Centre electronically. Within the hour, an image exchange portal request had also been sent to the NHS asking for her imaging and radiology details.

The treatment plan

Only an hour or so after the consent form being received by HCA UK, Amelia’s images and radiology report were available and downloaded to the PACS system, with Mr Owen-Johnstone being able to review her details by 11am. Confirming the necessary treatment plan would require surgery, it was clear that Amelia would need to undergo an open reduction and internal fixation of her fractured collarbone, and she was immediately booked for surgery two days later on the 5th August. 

Later that afternoon, the NHS Trust treating Amelia confirmed she was clinically stable and able to be transferred to London Bridge Hospital via private ambulance. Medical crews would be booked and on board to assist with pain relief and ensure a comfortable journey the next day. 

On the 4th August, Amelia’s insurer confirmed her policy would cover the transfer and her bed was confirmed at London Bridge Hospital. She arrived there later that evening and was reviewed and assessed by Mr Owen-Johnstone on admission. Her pain was appropriately managed, her pre-operative assessment completed and she was prepared for surgery the next day, with all consents taken care of. 

Reflecting on the decision

‘The Medical Concierge Centre handled my transfer to private care very efficiently and quickly, identifying an appropriate consultant and quickly organising a private ambulance to take me to London Bridge Hospital. I received a warm welcome, a comfortable private room, and the correct pain relief upon admission until I was able to be taken into surgery.’

Amelia had her surgery the following day and was discharged home on 6th August where she has since made a full recovery. She couldn’t have been happier with the service she received and had the following to say: 

‘I was so well looked after by the team at the London Bridge Hospital, and am forever grateful for this incredible service. I was able to safely and quickly get into the correct care which supported my recovery no end. I am now back on my bike and recommend the Medical Concierge Centre to anyone who needs another option and wants to utilise their services.