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ER24 now delivers comprehensive medical assistance to the remote island of St Helena.
ER24, in collaboration with Mediclinic, has been providing essential healthcare provision in South Africa to the St Helena government, ensuring that residents of this remote island receive high-quality healthcare. This initiative is a significant step in delivering comprehensive emergency response and pre-hospital care to a location where medical services are both scarce and critical.
Overcoming challenges: Delivering healthcare provision in South Africa to St Helena government
The remote location of St Helena Island presents significant logistical challenges for extending healthcare services. Medical services on the island operate on a needs basis, which can be costly. Patients often travel to South Africa for treatment, which must meet the standards of care provided to British citizens. South Africa, being the nearest provider of adequate healthcare, becomes the logical choice for patient referrals.
According to Gareth Staley, Operations Manager of Assistance Services at ER24, aeromedical flights currently occur every two to three months, but patients typically use commercial flights to minimise costs. Travel criteria are both financially and clinically driven, determining who needs treatment abroad.
Comprehensive pre-hospital support: From transportation to treatment
From the moment patients arrive in South Africa, ER24 manages their care comprehensively. This includes airport pickups and transport to medical facilities, guest houses, or hospitals. The range of treatments provided is extensive, from diagnostic procedures like MRIs to long-term care such as oncology and surgeries. ER24's holistic care management ensures that patients receive uninterrupted, high-quality care throughout their stay, including hospital visits, home visits at guest houses, and all necessary transportation.
ER24 tailors its services on a case-by-case basis, encompassing elective, emergency, and trauma surgeries and treatment. General practice services are provided only when the patient is already in the country and requires medical attention. These cases are typically handled through referrals to the emergency department. The decision to refer patients to South Africa is based on the capabilities of St Helena's medical facilities and the complexity of the required treatment.
"The partnership between ER24 and St Helena has been in place for a year already," says Adri Botha, SHG Account Manager: ER24. In this time, ER24 has managed approximately 160 to 170 patients, with patient volume varying weekly. Success is gauged by ER24's ability to meet the medical needs of these patients, particularly those with complex conditions like cancer. "Of course, outcomes depend heavily on the nature of individual cases, but overall, we're pleased that the partnership has been regarded as highly successful."
Expanding horizons: Future plans for global emergency response
"ER24's dedicated team for this project started small but has proven effective," says Botha. The team includes a coordinator who oversees the entire process and concierge staff responsible for ground logistics, such as driving patients and providing assistance. Clear role definitions ensure smooth operation and high-quality service delivery. In the past year, ER24 has managed about 15 air ambulance cases across a range of different types of emergency medical conditions or trauma such as brain trauma from accidents.
Team selection involved identifying strong, reliable, and friendly staff from local branches. For instance, Thandiwe Makhubu, a concierge agent, was chosen for her excellent interpersonal skills, while Angela Goss, with extensive previous experience in this field, brought valuable insights and a strong track record. This blend of experience and energy has proven to be advantageous.
Being part of Mediclinic Group, ER24 makes frequent use of facilities like Mediclinic Morningside, Mediclinic Sandton, and Mediclinic Midstream for logistical convenience and continuity of care. If a specialist is unavailable at Mediclinic, ER24 may refer patients to other facilities, says Staley. This collaboration provides ER24 with greater control and simplifies logistics, ensuring seamless care for patients.
Feedback from the government and patients has been overwhelmingly positive. Patients have expressed appreciation for ER24's services, often forming strong bonds with the staff. Many patients maintain contact with ER24 even after returning to St Helena, reflecting high levels of satisfaction and trust.
The positive experience with St Helena government has opened doors for potential replication of this model in other areas. Botha and Staley are optimistic about the future, confident that their team's adaptability and commitment will continue to drive success in delivering emergency medical services in South Africa and beyond.