Company Profile Of Global Assistance & Healthcare 2011

COMPANY PROFILE Of

GLOBAL ASSISTANCE AND HEALTHCARE®

Company Profile of Global Assistance & Healthcare - - 2

INTRODUCTION This Proposal has been prepared to provide a comprehensive list of emergency assistance services to your school based or travelling in Indonesia or overseas. Your selection of an emergency assistance provider will be based on several important criteria. We believe that Global Assistance & Healthcare excels in many of those areas. Global Assistance and Healthcare has experiences in providing the 24 hour services to national and international company in industries: oil & gas, mining, pulp & paper, insurances, banks and even for non-governmental organizations. We are supported by First Class experience multilingual operators – prompt and professional – and backed-up with appropriate and experienced resources. The information, which follows, will provide you with a detailed description of our Company, our Network, and our Services.


COMPANY PROFILE The following proposal will provide a brief summary of the Company, its Global Link and a comprehensive look at the availability of Emergency Assistance Services for our members. Global Assistance & Healthcare® was established in 1993 in response to the need of assistance services from travellers, local nationals and expatriates living in Indonesia. Initially operating under a different assistance provider, it has since achieved its own stature and is currently an independent entity. Global Assistance & Healthcare® actively provides ASSISTANCE SERVICES via an Alarm Centre in Jakarta operating 24 hours a day, 365 days a year. Also, we have medical facilities and evacuation centres in Bali, as well as our coordination office in Singapore. In addition we have representation in more than 68 countries around the world (please see the section on Worldwide Network)

Our Medical Team In Indonesia, Global Assistance has a dedicated team of foreign experienced doctors acting as Medical Directors and Emergency Coordinators, 33 Indonesian doctors, 35 Indonesian Paramedics and a group of Flying Medical Escorts Personnel, whose responsibilities span from managing complex Emergency Medical Evacuations & Repatriations, Medical Advice, 2nd Opinion to Claims Investigation. Our doctors are required to spend time with our customer service division, answering telephones and responding to general enquiries, in order they stay “in-touch” with the issues facing our customers, and “in-touch” with the layman. It gives them an edge when talking to our Clients about various issues. As a Professional Worldwide Medical Assistance Company – our doctors are protected by International Malpractice Insurance, valid also in USA and Canada, up to US$1,000,000.00. Our doctors have also worked privately – meaning they have an excellent background and reputation with the physicians and directors of the Global Assistance Provider Network. We believe this mix of expertise, hand-on private sector experience and years of experience, gives the Global Assistance Medical Team a considerable advantage in the Emergency Medical Evacuations & Repatriations Services, Car and Concierge Assistance, TPA (Third Party Administration of health benefits) and Risk Management market.


Our Special Car Assistance Advisors Global Assistance offers car assistance services under the supervision of an exclusive group of advisors with several years of experience in this very specific type of service. Global Assistance & Healthcare is now part of the ARC TRANSASSISTANCE GROUP who represents more than 60,000,000 members for Road Side Assistance around the world.

Our Operations Staff In Indonesia, Global Assistance offers a team of professional Operations Staff who have an average of 5 years work history with the company. Our Operations Staff have responsibility for taking telephone calls from the a simple case like medical referral to the most complex emergency medical evacuations from most remote area in Indonesia, or mass-evacuation like after the Bali Bombing or the May 1998 riots when we organized the evacuation of more than 2700 people from 6 different locations in Indonesia. They will always work very closely with our in house medical personnel and have in-depth knowledge of the logistics involved in any assistance cases. This division of services will also serve the 24 hours Car and Personal assistance Services to the Members. They will stand-by 24 hours a day to dispatch the towing trucks, authorized garage referrals, booking the ticket for music concert or deliver the gift. In Singapore, our office can assist your employees for their admission or their discharge from hospital, translation services, limousines services, travel arrangements, visa arrangements and many others services to make the life of your customers and relatives easy and without stress. Our office is located in the heart of the business district, on Orchard Boulevard.

Our Case Management Services For each case, we open a case file – no matter how simple it will be – the file will be kept under our malpractice insurance regulation for 10 years. This case file is designed to gather each step of actions that we take to handle this file. Our Medical Personnel, Car Assistance Advisor and Operations Staff regularly reviews open cases, monitor the development of cases, and update the Patient’s family or the car owner. Our focus is always a balance between medical care – administration - and customer services.


Your employees can be rest assured that no matter where they are, all it takes is one call to Global Assistance & Healthcare they will be attended by our well trained multilingual staff thereafter.

Our Worldwide Network Operating under reciprocity agreement with other major International Assistance Providers, Global Assistance has built an impressive network rendering its services via more than 70 countries around the world, over than 170 offices and access to more than 2000 employees EXCLUSIVELY DEDICATED TO THE PROVISION OF ASSISTANCE around the world. The network is further enhanced by additional assistance provided by thousands of Service Providers who support the networks’ operations in matters not only relating to medical emergencies but also to non-medical evacuation, crisis centre manpower, facilitation, and global liaison. In Singapore, Australia, France, Hong Kong and USA, toll free numbers are available for members to contact us directly in Jakarta free of charge. The toll free numbers are as follow:

Within Australia 1800 352028 Within France 0800909825

Within Hong Kong 800 901536 Within Singapore 8006211105 Within United States 888 6564234 For outside of the above countries, Members may call collect to +62 (021) 299 78 999 to get the assistance.


Our Worldwide Assistance Services This relationship permits a strong understanding of the different culture and needs of each Client thus enabling the flexibility to design a product customised to suit their corporation. Among such custom products are: • International Medical Evacuation Programmes • Domestic Medical Evacuation Programmes • Medical Hot Line (general or more specific to some spheres of medicine such

as SARS, Paediatric, Oncology etc.) • Immunisation Programmes • Hotel Programmes • First Aid Training based on the standard of the National Safety Council

(USA) • First Aid Kits adapted to your work or home environment • Remote staffing and management of First Aid Stations or Clinics • Purchase or rental of ambulance and medical equipment • Supply of Drugs and disposable conform to international standards • On-site medical staff for special events • Claims Assistance • Provision of stand-by charter planes and helicopters


Global Assistance & Healthcare® -

MEDICAL EVACUATION MEMBERSHIP PROGRAM

Accidents And emergencies can happened anywhere, and without warning. In the event of serious illness or injury, immediate medical assistance is vital, and can often save lives. With medical facilities sometimes few and far between, the ability to evacuate a patient to the nearest centre capable of providing the required level of care can literally make the difference between life and death or permanent disability.

Global Assistance & Healthcare® maintains a network of 24 hours alarm centres designed to handle these vital tasks, keeping specialist informed and maintaining the contacts that will ensure speedy resolution of the crisis. Behind the scenes, Global Assistance & Healthcare® will liaise with insurance companies and medical facilities, ensuring deposits are guaranteed and that coverage is maintained to the full extent of the scheme.


ACCESS PROGRAM

Provision of Assistance Services on a Fee-for-Service basis; Gives designated Members of your corporation/organisation access to a

range of service free of charge : medical advice, medical referral, pre-trip medical information, legal referral and embassy/consular information

Medical services provided are at substantially lower cost as compared to

contracting on an emergency basis from an external source SERVICE PROGRAM Designed for those who prefer to have Global Assistance & Healthcare® to PERFORM AND PAY FOR THE SERVICE RENDERED up to the Membership’s limit. Members in this program have access to all the mentioned ASSISTANCE SERVICE. All decisions made for services to be rendered are based on the medical needs of the Member. Throughout the course, Client/ Family are constantly apprised of the situation and developments.


Global Assistance & Healthcare® -

ONSITE MEDICAL SERVICES ON SITE CLINIC MANAGEMENT What We Do

• Management of the occupational health plan by a specialist in occupational medicine and industrial hygiene

• Medical staff rotations to ensure continuous coverage • A patient records system • Medical disaster protocols and drills • Regularly scheduled site visits by Global Assistance & Healthcare

coordinating physicians

What We’re Aiming For To create sustainable operation within a healthy work environment and by minimizing loss time injury What Are The Benefits To Your Company?

• Minimize the risk of illness or accident • Reduce costs • Promote confidence • Reduce your legal exposure

What are our Products and Services? Integrated Site Clinic Management One stop solution for the site clinic management by providing all necessary sources such as medical personnel, medical equipment, medicines supply and disposables as well as the designing and implementation of OH program.


Provision of Medical Personnel Provision of qualified doctor, paramedic and nurse on the site for conducting medical activities ranges from basic emergency treatment to advanced medical consultation. Ambulance Services From hourly to 24/7 standby ambulance at your doorstep for your emergency case are within our service. Drugs and Disposables Supplies Provision of drugs and disposables to support your medical activities.

Provision of Medical Equipment Distribution of medical equipment either to establish or enhance your medical facilities is obtainable from our reliable resources.

Vaccination Program Provision of vaccination according to your needs and or following the updated health issues grows in the country. Medical Site Survey The Medical Site Survey is tailored to address your specific goals, the nature of the work performed by your employees, and the medical resources found in the region where your staff is assigned.


Occupational Health & Safety Program Implementation of programs to create a safe and accident free worksite, with healthy personnel on the job. Provision of First Aid Kit and Training A first responder kit for an emergency situation is available for your needs with an option of customizing and a training method accredited by the US National Safety Council is part of our specialties.

Malaria Control Program Specific programs run to control the malaria endemic disease in worksite.

Avian Flu Preparedness

Another special program created to answer the needs of conducting precise precautions activities to the today’s particular avian flu paradigm


Global Assistance Medical Centre

Introduction Global Assistance Medical Centre is part of Global Assistance & Healthcare group of companies, one of the largest medical assistance providers in Indonesia. The clinic is open 24 hours a day and 7 days a week and has been designed to provide the best up to date care in a family medicine environment. It is supported by a fully equipped emergency room with an ICU ambulance, a complete laboratory, a pharmacy, a digital x-ray and an ultra sound machine. Their medical staffs include family physicians who are full time and visiting specialists. Our medical centre caters for both Indonesian and expatriate patients and has been appointed by several

embassies and large corporation (Oil & Gas, Mining, Banks, Insurance) as its preferred provider for occupational heath and preventive medicine programs as well as the day to day care of their employees and families.

Our Services Medical Team The Global Assistance Medical Centre is staffed by doctors and nurses who are fluent in Bahasa Indonesia and English. Most have overseas experience and all focus on preventive and evidence based medicine as well as rational use of drugs. All are certified in ATLS (Advanced Trauma Life Support) and ACLS (Advanced Cardiac Life Support). They also can count on the expertise of our new expatriate quality assurance technical advisor who is a family physician with qualifications in paediatrics and prenatal surveillance and care. We also offer specialist consultations on an appointment basis for Obstetric & Gynaecology, Cardiology, Orthopaedics, Psychiatry, and Physiotherapy.


Primary Healthcare and Occupational Health Facilities In addition to day to day primary healthcare by our family physicians, we provide a wide range of expertise and services in the preparation and implementation of preventive and occupational health plans for companies. This can include pre- employment, pre-placement and regular medical check ups, Immunization programs, First Aid/AED and CPR courses, disease

prevention programs and screenings, health education programs and much more. Medical check ups, immunizations and first aid courses can be conducted on site. For individuals, medical services are not merely about dealing with acute illness or emergencies; it is also about prevention and a healthy lifestyle. Usually the first step towards this is a baseline assessment in the form of a full medical check up. Full Medical Check Up packages include:

• A comprehensive medical history and physical examination by our Family Physicians.

• A cardiovascular fitness evaluation, including a treadmill exercise test • A full range of preventive screening tests for early detection of heart

disease and other serious medical problems. • A full report of medical test results at the conclusion of the

examination and a written report delivered as per company’s request with recommendations.

Emergency In case of serious emergency, the clinic is operating an Emergency Room with complete resuscitation equipments for stabilizing patients before transferring them to other facilities in Jakarta or overseas. We also have an Observation room with central oxygen, sophisticated monitoring devices where we can hold and treat a patient for up to 24 hours prior to transfer.


In-house Laboratory

Our laboratory is equipped by regularly calibrated and maintained automated testing equipments for both blood and urine analysis. It is staffed by certified technicians who are supervised by a clinical pathologist specialist. We adhere to quality control standards set by the Indonesia Ministry of Health and the Indonesian Clinical Pathologist Association.

In-house Pharmacy The traceability of the medicine is of the utmost importance in an era where so many counterfeits are circulating in the market. Our Pharmacist and procurement staff make sure that our pharmacy is stocked by genuine and up to date medicine to respond to the therapeutic needs of our patients. Radiology

We are equipped with an X-Ray machine and CR Unit that generates digital images that can be easily stored in a database and analyzed on computer screens with an imaging program. We also have a top of the range Ultrasound machine including color Doppler.

Stop Smoking Laser Therapy This unique, safe and efficient method can be part of a disease prevention and lifestyle changing program. No matter how many cigarettes a patient smoke or how long he or she has been smoking, this cold laser therapy can help patients achieve their goal of stopping smoking without the withdrawal symptoms and nicotine cravings normally associated with “kicking the habit”. Our Laser Therapy program will help relieve patients of the nicotine cravings and keep them relaxed, calm, and happy during the first crucial weeks. This has been proven to be far more effective than ordinary treatments. This method has been used for several years in Canada, USA and Europe and has been instrumental in helping thousands of patients to stop smoking.


Sleep Center If a patient who snores has symptoms of tiredness, poor concentration, daytime

sleepiness, choking sensation ant night, this patient may have a serious medical problem called Obstructive Sleep Apnea. . This means that the patient stops breathing several times per hour a sometimes for as long as 1 minute. This can lead to severe medical complication. Our clinic has all the equipment and staff to conduct testing of Sleep apnea in the comfort of the patient’s home. When the diagnosis is made, different types of treatments can be proposed by our doctors. A sleep apnea screening program can be part of accident prevention program for companies, who have workers operating vehicles, heavy machinery, aircrafts, etc…

Cashless Service and Risk Management Our clinic also provides outpatient services with cashless agreement, to ensure

your company’s staff or policyholders get the proper medical treatment without worrying about advance payment method. Risk Management is available to take care of potential problems that may occur among your staff in the company. .


MEETING TOMORROW’S NEEDS, TODAY!

The provision of quality medical services is one of the distinct advantages taken

for granted throughout the developed world, with comprehensive facilities and

the benefits of primary and secondary health care available in every

community.

Even before birth, an advanced infrastructure is in place to protect the

individual from all manner of ailments, whether caused by illness, accident or

other factors beyond their control.

Yet these essentials medical services are not necessarily available throughout

the developing world, even in rapidly advancing communities that compete on a

business and economic level in today’s interconnected marketplace.

To bring these facilities within the grasp of all businesses who wish to offer the

most advanced medical services for their most important asset, Global

Assistance & Healthcare® offers a range of solutions, individually tailored to

meet your needs.

From managing employee health benefits to on-site medical facilities or moving

the ill or injured to the medical center that best suits their needs, Global

Assistance & Healthcare® has the answer today’s questions in a fast-changing

world.

We do the very best,

to give you – the very best!

Company Profile Of Global Assistance & Healthcare 2011

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