Urgent! Immediate Response

At 9 PM on August 12th,  local time in the U.S., Mr. M, an expat member of Le'An   who was on holiday, desperately contacted his account manager, Della. He was suffering from unbearable lower back pain that had spread to his lower extremities, severely affecting his mobility.

Mr. M had visited a local emergency department with Le'An’s direct billing service in the beginning, but he received   nothing more than some painkillers which did little to alleviate his suffering.   His anxiety was maximized since his flight to Shanghai was the next day lasting for almost 20 hours in sitting position while the diagnosis and solution had not provided by the local medical system yet.

Le'An organized an internal on-call incident response team immediately from medical, network and customer service departments after receiving the message. Besides comforting him, Della had liaised with the team to sort out a suitable orthopedics specialist with good English and arrange an online consultation for Mr. M within 40 minutes. With Le'An health management system, all the related medical history was collected and provided to the orthopedics specialist before the consultation. After a careful consultation, Mr. M likely had a lumbar disc issue and possibly combined lumbar spinal stenosis, causing pain symptoms which may require surgery. Fortunately, there was no life-threatening risk or any severe bodily harm.

Professional! Customer-Centered Solutions

After considering his health condition, itinerary, insurance benefits and local medical situation, Le'An team had quickly complied a plan for Mr. M to return to Shanghai for further treatment. As the narrow space of economy class might increase the pressure on Mr. M's body during the long flight, Le'An applied for a business class and arranged an urgent care visit in the following day for Mr. M to get a comprehensive pre-travel assessment.

Although the plan was already settled, Mr. M still had a lot of concerns: Having just been in China for one year, is there anyone at the airport to help me? I’m not sure which exit to the shuttle bus at Shanghai Pudong airport? Can I go to see the doctor directly?

Thanks to Le'An's case management mechanism and rich experience, the team had made comprehensive preparations for Mr. M and all these efforts were made to ensure the journey was safe and smooth. After Della patiently explained the specific process with all the travel guides and details, Mr. M quickly and happily confirmed the plan and expressed his deep gratitude for Le'An's high capability to provide the efficient medical services and care support in such a short time.

"Della, you're taking care of me like I'm your family. l feel very comfortable that you understand my situation, l feel safe. Thank you. "

Relying on Le'An professional response team with the abundant medical resources all over the world,   Mr. M shifted from a state of helplessness and anxiety to a sense of peace and safe   within 12 hours.

Reliable! Smooth Return and Continuous Care

3 days later, Mr. M arrived in Shanghai and from the moment of landing to his arrival at Parkway Shanghai Hospital, Le'An provided considerate full journey tracking and coordination.

After completing the necessary examinations, the doctor diagnosed that Mr. M had two-segment disc herniation combined with spinal stenosis, compressing the right nerve root. Although the though bone destruction from previous surgeries increased the surgical difficulty greatly, the surgery was successfully completed through meticulous manipulation.

(Le'An Account Manager Della follows up with Dr. Anqia Wang from Parkway Shanghai Hospital）

Throughout the entire diagnosis and treatment process, Le'An maintained close communication with Mr. M and the doctor. After the surgery, the doctor pointed out Mr. M's overweight issue would cause a hidden trouble to his recovery and daily health. Della provided related health tips and constant follow-up to ensure Mr. M’s better recovery. These meticulous services once again highlighted Le'An's commitment to   members' long-term health management.

Le'An is committed to providing high-quality service and reliable solutions to our members, like our saying ‘Wherever you go, feel free to lean on us’. We will continue to upgrade our services to guard each member anytime and anywhere.