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What We Do

As your partner in healthcare, we help individuals get to better health while supporting insurers, healthcare providers and other healthcare companies throughout the medical event and claims process.  Whether you are interested in a specific service or the full clinic, we are ready to support you.  Our network of providers includes nurses, emergency room doctors, psychologists, social workers, travel clinics, pharmacies, transportation and other home care services, to provide the following: 

Products and Services

The first-ever electronic personal health record (PHR) for the individual. This is a secure portal for the patient or healthcare provider to safely upload and store medical data – anything from a list of prescriptions, to an appointment log, to a complete medical record.

Our system does not require the patient to input all information. All that is needed is a basic profile and their authorization (for our organization to retrieve their medical file) and the system will populate the data in a simple, accurate and efficient manner. This means that if the patient does not have the time, inclination or information to populate their records, we are able to retrieve and to keep critical health data up to date on their behalf.

In addition to health information, the PHR can also store important documents such as health cards, lab tests, requisitions, receipts, insurance policies, claim forms and more. The system can also remind of appointments and medication refills.

The PHR is multilingual – it can be created in and translated into 155 different languages. Prior to a member’s travels, they can order a copy of their PHR and all of the medical data stored in it (reports, scripts, tests, etc.) translated into any language. In the event of a medical emergency, the member can present the attending physician with their PHR in the local language. As a result, the insurer, care provider and the member are better protected against any complications or confusion due to language barriers.

The PHR is bank-level safe, as it is hosted and back-end processed by Symcor (owned by TD, RBC and BMO), the same organization that powers the Canadian banking system.

Translation of PHR and Real-time translation for nurse-to-nurse or doc-to-doc communication

With the member’s consent, we will retrieve their medical record (condensed or the complete record) from their healthcare providers (i.e. family doctor, GP, etc.). Once we have received the contact information of their healthcare providers, we will request the records and upload them into their PHR upon receiving them. Again, this information is used as reference when the member calls for triage or support, anytime, anywhere.

If a member has been referred to a hospital out-of-province, we will send a summary of the medical data to the attending physician to help avoid complications.

In the event that a claim has been opened, the medical data will be accessible to the insurer at that point, as per the effective insurance policy. All information is extremely classified and safely secured, and is only shared: with the healthcare professionals attending to the member throughout a medical emergency; and with the insurance provider when a claim has been opened by the insured.

In addition to using the PHR, members have the option to speak to our nurse care-coordinator directly, in the form of a medical review. This allows us to collect more information that covers health conditions and concerns, vitals, medications, allergies, inoculations, and family history. This information is also stored in our system and is accessible when the member calls us, ensuring the best possible service.

Members have access to a designated nurse care-coordinator 24/7 from anywhere in the world to answer questions, manage their care plans (created by their physicians) including their medications, and keep track of upcoming and ongoing appointments.

The nurse care-coordinator will also maintain their PHR to ensure that it is kept up-to-date with all medical data possible. This includes sharing and collecting information on the member when they have seen a doctor or visited a medical facility, even out-of-province.

As part of our care coordination services, our nurse care-coordinator will follow up during travel with reminders, messages and calls post-triage.

If the member has been treated or hospitalized abroad, we will connect with them to begin the follow up care process. There are a series of check-ins for the remainder of their trip, to help prevent against any type of relapse and to ensure that their condition improves.

If needed, we will arrange a follow up appointment with their family doctor upon arrival home so that no time is lost. This also provides the family doctor an update on what has happened to their patient outside of ‘office hours’.

When a member requires medical attention, from minor concerns and questions to health complications or events, staff are accessible 24/7 for triage or to give personalized health advice and support. We always answer the phone and can conduct consults via SKYPE and video chat.

We can provide on-demand, multilingual access to doctors and nurses. If a member needs to visit a medical facility abroad, our nurses and doctors have the ability to communicate with the local healthcare provider in their language, which helps to avoid confusion and complications in treating the member.

Upon the member’s request during the triage call, we will conference call with an emergency doctor. For assistance with mental health issues, we can provide access to clinical psychologists and social workers.

Our Canadian and American healthcare teams are able to provide prescriptions within Canada and the United States. As well, we can arrange the delivery of these prescriptions to the member anywhere in Canada and the US.

We connect members to the services of a pre-travel clinic for consult and inoculations prior to travel. Our network of travel clinics spans across Canada.

Key Activities

  • Problem-solving
  • Collection and consolidation of medical data (CPP or full record), care plans and care providers
  • Management and secure storage of data
  • Healthcare, telemedicine
  • 24/7, remote, on-demand, virtual, multilingual
  • Coordination of care, worldwide
  • Communication of information to entire healthcare team
  • PHR platform
  • Follow up care, post-visits
  • Domestic and international
  • Prescriptions written and delivered, anywhere in Canada and the United States

Benefits

For Partners and End-Users (Individuals)

  • Full circle of care – 24/7/365, loops in family doctor.
  • A unique portable tool for healthcare self-management, particularly when travelling.
  • Saves millions from reduced hospital visits and returns to the emergency room (lower risk for insurers).
  • Reduce risk of reinsurance and sharing risk among group of insurers.
  • Our technology is completely customizable and integrates with various portals and apps.
  • “Sticky” – a partnership providing complete healthcare and coverage anytime, anywhere is incentive for members to renew.
  • In the event of a member requiring medical attention, we coordinate care with the medical facilities within any designated provider network.
  • Lowest-cost for on-demand access to quality healthcare providers.
  • Available to individuals in 155+ languages.
  • Reporting on trends and needs of members.
  • Management of and navigation through care plans keeps the individual on their path to improved, stable health.
  • The most secure storage of data in the industry.
  • Ownership of own ‘health vault’.

 

Our providers adhere to strict information classification policies, including those of commissioners such as HIPAA and PIPEDA.