Mondial Assistance

When a loved one suffers a stroke, it’s a devastating experience.  But what would you do if it happened, while travelling overseas?

Jack Derwort and his wife were visiting relatives in New Zealand, when he suffered a stroke. Family members found Jack lying on the bedroom floor, unable to move his right side. They immediately called an ambulance, which rushed Jack to hospital. His wife then contacted our Medical Assistance team to advise us of the situation.

The stroke left Jack’s right side completely paralysed. He was unable to sit, stand or take care of his daily needs. To make matters worse, the hospital where Jack was admitted had a gastro-intestinal virus outbreak, so his family was prohibited from visiting for the first 48 critical hours.

During this time, our Medical Assistance team kept in close contact with the treating medical staff, relaying vital medical information to Jack’s family.

Shortly after Jack began physiotherapy, his condition slowly improved, so our Medical Assistance team started to arrange a repatriation.

For the next seven days, our team liaised extensively with the commercial airline to arrange a stretcher to be placed into the rear of the aircraft to transport Jack home. Once the airline had been granted flight clearance and provided with oxygen cylinders, Registered Nurses and Case Managers, Audrey Moirt and Matt Deenan departed Brisbane to escort Jack and his wife home.

On their arrival, our nurses conducted a medical examination to ensure Jack was fit to fly. Our nurses discussed with Jack’s treating doctor that his health could be compromised by decreased oxygen levels and flight altitude. Jack had also been complaining of chest pain. So additional tests were requested, to ensure Jack’s cardiac problems would not affect his fitness to fly.

After almost two weeks in hospital, Jack was successfully repatriated to hospital in Australia, where he continued his treatment. Jack’s wife was extremely relieved to have the support and compassion of our nurses for the long flight home.

To the wonderful people of Mondial,

My mother and I would like to thank you all very much for your efforts to get my father, Jack, home to Perth. In a difficult and stressful situation, your professionalism and kindness towards my mother and mother-in-law just made it that much easier for them to handle.

The nurses who came home with Dad and Mum were just wonderful.  My mother was so thankful for them both in the care that they took of my Dad. Once again, we thank you for all that you have done for our family.

Adrienne Steven (daughter of Jack & Elizabeth Derwort)

ABOVE LEFT: Medical Assistance Team Registered Nurses and Case Managers, Audrey Moirt and Matt Deenan assisted customer, Jack Derwort, after he suffered a stroke while on holiday in New Zealand.

You’re in good hands with Mondial Assistance.

Our commitment to professionalism means that we consistently deliver high standards of service to our customers. In this case, our Registered Nurses responded in a professional manner by seeking further information from his treating doctor, and ensuring his condition was stable enough for the return flight home.

In Australia during 2007, we handled over 65,000 Travel Insurance claims and more than 9,182 Medical Assistance cases.

Yet, in every case, we strive to provide a superior level of personal service, which sets Mondial Assistance apart. Our Medical Assistance is the key to your safety, 24 hours a day, 7 days a week, 365 days a year - we’re here to help our customers.

Mondial Assistance Australia is one of the leading providers of emergency medical assistance. Around the clock, around the world, we’re always ready to help you - whatever it takes.