Medical concierge is a new trend in medicine. Interview with the head of the medical concierge service "Frau Klinik" Portal of the company providing concierge service in medicine

Comprehensive health insurance children from MetLife guarantees maximum protection for the child and the peace of mind of his parents. When a child is sick, it is always an anxious time, so high-quality medical support becomes a real salvation. Insurance Company MetLife has developed unique Telemedicine and Medical Concierge services that make medical care especially efficient.

"Telemedicine" - expert opinion of leading experts

Almost every parent has encountered a desire to double-check the diagnosis in a child with more experienced medical specialists. This is available to those who have MetLife's children's health insurance. "Telemedicine" allows you to organize remote medical consultations with leading experts from the best scientific centers in the world. As part of the consultation, representatives of the clinics will be able to confirm or refute the diagnosis made to the child, as well as offer an effective treatment plan.

The service "Telemedicine" allows you to get advice on the following diseases:

Meningitis;

Encephalitis and more than four dozen other diseases.

"Medical Concierge" - a guarantee of the best medical care

The main thing that worries the parents of a sick child is getting quality medical care. That is why medical insurance for children in MetLife includes a comprehensive service "Medical Concierge", which provides not only the organization of the child's treatment, but also its full support.

Benefits of the Medical Concierge service:

The clinic for the treatment of a child is selected from among the best in Russia and abroad on the basis of the diagnosis, the financial capabilities of the family, and personal wishes. The service offers several options for medical centers to choose from;

In addition to choosing a clinic, MetLife fully organizes the entire treatment process, including transfer, accommodation, visas, etc.;

During the treatment, we fully coordinate its process. Organizations such as the WorldCare Consortium and Europe Assistance help us with this;

If the child is organized abroad, MetLife clients are accompanied by a Russian-speaking medical specialist.

By choosing MetLife's children's health insurance, you provide the most important thing for your child - careful care of his health.

Medical concierge is a completely new direction in the work of plastic and aesthetic medicine clinics. Apparbekova Donata, head of the concierge service of the Moscow clinic plastic surgery and cosmetology "Frau Clinic", kindly agreed to talk with us and answer all our questions regarding the stay, accommodation, transfer and support of future patients.

Donata, in Russia, a medical concierge in the field of plastic surgery has appeared quite recently, as we know, Frau Klinik is the first and so far the only clinic that organizes the stay of non-resident patients for surgery in Moscow. Tell us how this idea came about? And how in demand this service?

First of all, we decided to introduce this service due to the large flow of regional patients to our clinic. The main task for people who come for surgery from other cities and even countries is to recover as quickly as possible and go home. That is why we take care of all organizational issues: meeting and seeing off the patient at the airport or train station, transfer organization, services nurse, ordering and delivery of food and necessary things. The patient at this moment should prepare for the operation, take tests, attend consultations and postoperative dressings, and not look for a hotel or apartment, transport and a place where you can have a quiet lunch.

What is included in the concierge service program? What do you think is its main benefit for patients?

The main advantage of our service is the comfortable stay of patients during the operation and early rehabilitation period(before sutures are removed). We fully undertake the organization of the trip, up to booking tickets and escorting patients around the city. Our task is to bring him to the hotel after meeting the patient, having selected the most suitable for him in advance. best option, organize a transfer to the clinic and back as many times as necessary, and also take care of his comfort in such difficult period like rehabilitation.

It turns out that coming to Moscow for an operation is not so expensive? And how long, on average, the patient will need to stay in the city, is there any strict time frame?

We are constantly cooperating with major airlines, hotel and taxi chains, which allows us to choose our own package of services for each patient, based on the individual preferences and capabilities of each client. On average, patients spend in the city from 3 to 10 days, it all depends on the type of operation performed and the moment of suture removal (everything is individual and is discussed with the operating surgeon). It is worth noting that we do not force our patients to take tests in our clinic, you can come with all necessary analyzes, having handed over them in advance in another place convenient for you. As for the removal of stitches - this moment is the final in the early postoperative period, but this procedure can also be done in your city, the main thing is to get permission from the operating surgeon.

What difficulties can arise in patients who come to Moscow for surgery? What cases from your practice can you tell? And with what problems and questions can patients turn to the concierge service manager?

We coordinate all the nuances with our patients in advance, which is why they are always satisfied. We have been working for more than a year, during this time we have managed to build the work of the concierge service as much as possible, learn how to quickly resolve all emerging issues. For example, a girl who had rhinoplasty (nose job) came to us, and at 3 o’clock in the morning a call was heard from her, where she reported about feeling unwell and the need for painkillers. In 10 minutes, all the necessary medicines were delivered to her room, and an on-duty nurse arrived from the clinic to the hotel.

Could you tell me, please, from which cities do people most often come? What kind plastic surgery are in demand in the field of medical tourism, what do you think, what is it, first of all, connected with?

Very often patients come to us from such cities as Novosibirsk, Omsk, Arkhangelsk, Murmansk, Nizhny Novgorod, Krasnodar, Astana, Almaty, as well as from countries such as United Arab Emirates, Kazakhstan, Uzbekistan, Australia and even Latin America. Mainly aesthetic operations such as breast augmentation, rhinoplasty, facelift, and surgeries related to functional disorders, for example, female intimate plastic after childbirth, etc. People know our clinic, they watch our program on Channel One “10 Years Younger” and they know our doctors. We do not hide the fact that we will not operate on everyone, aesthetics is a certain measure, and we have our own view of beauty. We are a clinic integrated approach to female beauty, we understand that not only plastic surgery can do the impossible, cosmetology, gynecology, and dentistry are those areas that allow you to fix the result of the operation on long years. That is why the concept of our clinic formed the basis of the “10 Years Younger” project, where experts in the field of plastic surgery, cosmetology and dentistry do the impossible - they restore youth, beauty and self-confidence to the participants in the shortest possible time.

The concept of "medical concierge" is gaining increasing popularity in Russian reality, becoming just as necessary service like shopping escort or VIP service at the airport. All large quantity of people refuses to be monitored in public and private clinics, following the trend of the new trend and trusting their health to the medical concierge service.

The concierge is to some extent an intermediary between the patient and the doctor, partly performing the functions of a family doctor. Its functions include the selection of a qualified doctor, the organization of body diagnostics (check up), treatment and personal medical care in the best clinics all over the world. In a short period of time, a planned or emergency hospitalization, provision of personal ambulance and air ambulance services.

To understand in more detail what a medical concierge is, it will help CEO company Liberta Medica, surgeon, Roman Fishkin.

Roman, tell me, who today has the opportunity to use the services of a medical concierge?

This direction is not the privilege of the elite. A potential client of our company is any person who is ready to spend money on his treatment. The minimum cost is only 2-3 thousand rubles, this is the organization of a consultation with a doctor of a certain level. The maximum is not limited, it depends on a number of factors: the complexity of the assistance provided, the level of entourage and service. After all, there are people who absolutely do not care how much the service will cost. If only they were met at the airport on a Maybach, taken to the University of Zurich, and the operation was performed by one of the most "star" cardiac surgeons.

How does the amount a customer is willing to pay affect the service your company provides?

It is important to understand that the amount spent does not affect the quality of work of our managers and specialists. In any case, the service will be provided at the proper level. Yes, when we entered the market in 2006 we focused on the star segment, however, now our position has changed. We help people of any income get the most qualified help.

Roman, which of the concierge services is the most in demand today?

First of all, this is a planned hospitalization. Unfortunately, due to the imperfection of the medical system, it is currently very difficult to get into good hospital to a specialized doctor. Endless queues do not allow you to receive medical care in a timely manner - which, of course, cannot remain without consequences.

What is the peculiarity of the planned hospitalization that you offer?

Within a few days we understand the problem, we are looking for a clinic and a specialist suitable for specific case. Moreover, we take into account all the wishes of the patient regarding his accommodation, including the view from the window and the number of rooms in the ward.

Roman, what can you say about emergency hospitalization?

All of the above is done in as soon as possible. We have our own fleet of 9 resuscitation vehicles, ready to come to the patient as quickly as possible. If the distance does not allow sending a car, we provide air ambulance services - we send a specially equipped aircraft to anywhere in the world. Our main advantage is that we have the opportunity to hospitalize the patient in that clinic and to those specialists who specialize in his problem.

This begs the question, with which clinics do you work as a medical concierge?

With leading federal clinics and institutes. If, for example, a person needs heart surgery, we know several surgeons in various clinics who will perform it on highest level. We use private clinics mainly as rental sites to create the most comfortable conditions for the patient.

Tell us a little about a comprehensive examination of the body ...

We organize the patient's body diagnostics, the so-called check-up, the duration of which can take from one day to a week, this is determined individually. It can be as general comprehensive examination, checking all body systems, and special examination- cardio, gastro, male or female check up. After the examination, we arrange a consultation with a doctor for the patient, where he is diagnosed and given recommendations for treatment.

Today, treatment abroad is becoming quite popular practice. Isn't this service a privilege of wealthy people?

This is an erroneous opinion. Many people think that treatment abroad involves a long stay in the clinic. However, you can simply confirm the diagnosis, get recommendations, and carry out the treatment in Russia. I can say that treatment abroad is 25% of our business.

Roman, what is the main goal of Liberta Medica?

Our task is to cure a person, while making communication with us bring him maximum satisfaction. We provide a service at such a level that the client has a desire to contact us again.

How will you act if you urgently need to find a gastroenterologist for your grandmother in Tomsk (although you yourself live in Moscow), find an anesthetist for a child, or find out where you can urgently get tested?

The easiest option - “go and google” - is even more or less suitable if you need analyzes for reference in. But if you have health problems, you want to get truthful information about the doctor’s qualifications, and not conflicting reviews about hospitals that you can’t always trust.

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Of course, you can look for a doctor yourself. But there is also Alternative option. Representatives of a new specialty - medical concierges - can help with the search for a doctor. Let's see what a concierge service is and try to understand how medical assistants can be useful to us.

Who is a medical concierge

A medical concierge is a kind of intermediary between a patient and a doctor. The task of the medical concierge is to answer medical questions: how to find a pediatrician in Omsk, which cosmetology clinic in Moscow has a profitable promotion on, and where you can donate blood in Vladimir.

Day after day, the concierge studies open data on doctors, monitors medical forums, maintains databases on laboratories and clinics, and collects reliable patient reviews about various clinics. In addition, the concierge studies medical legislation: he must know how to pass a medical examination, obtain a medical book or a certificate for carrying a weapon.

Looking for medical information, concierge relies on personal experience, real reviews patients and information from the database of hospitals and doctors maintained by the concierge service. Only trusted hospitals with qualified doctors work in the concierge database.

In addition, there are medical concierges who specialize in finding doctors in foreign clinics. As a rule, international concierges recommend doctors from American, European, Australian and even Chinese and Korean medical institutions who have signed a contract with the concierge service.

How the medical concierge service works

Suppose you have an emergency medical question- for example, it was necessary to do computed tomography But I don't want to overpay for this expensive service. On the other hand, I would like the tomography to be carried out by a qualified expert on good equipment.

First you must find a medical concierge and ask him your question. You can do this by calling or writing in chat(try it). We will describe in detail where to look for concierge contacts in the corresponding section. What's more important to us right now is what happens after you contact the medical assistant.

How is the communication with the medical concierge:

First, the medical concierge will clarify your name and ask what city you are from. If you want to know where to find the nearest medical institution or doctor to you - specify the address.
If it takes more than a minute to find an answer to your question, the concierge will ask you to wait a little, and will give you an answer shortly. If the specialist has to look for the answer in the database, he will inform you that he will call you back (or write to the chat) in a few minutes.
After you visit the doctor, you can leave a review about the doctor to the medical concierge. The Medical Concierge will take your feedback into account when recommending this doctor to the next patient.

Where to find a medical concierge

There are two types of companies offering medical concierge services today. The former specialize in working with Russian doctors and hospitals, while the latter offer to find a doctor and a medical center abroad.

Medical concierge services that select doctors in Russia:

Telemed
Medical note

Medical concierge services that select doctors abroad:

Ekaterinburg company "Medicine of the World" - selection of doctors in Germany, Turkey and Israel
Anglo Medical - Finding Doctors in the UK
MedTourConsult - selection of doctors in Belarus

In addition, concierge services can be offered by banks. For example, in the concierge service of VTB 24 Bank, you can also order medical services.

How much does a medical concierge cost?

Most medical concierge services are paid. The price depends on how and which doctors the service selects. If selection Russian doctor is unlikely to cost more than 1-2 thousand rubles, then the cost of selection foreign specialist can be 10-30% of the cost of treatment.

The price of medical concierge services that select doctors in Russia:

Telemed - 3500 rubles
Medical Note - Free

The price of medical concierge services that select doctors abroad:

Medicine of the world - initial consultation for free
Anglo Medical - the selection of a doctor is included in the cost of treatment (the price of treatment depends on the rates of a particular medical center in England)
MedTourConsult - the selection of a doctor is included in the cost of treatment (cancer treatment thyroid gland: $620-2700; radiation therapy: 2000-3000 EUR)

Although in most cases the assistance of a medical concierge is paid, there is a chance to use the help of a medical concierge for free. This opportunity is provided by the Medical Note application, designed to store medical records.

By installing the application on your phone, you will get the opportunity to contact the medical concierge for free and ask him your questions.

This is how a chat with a Medical Note medical concierge looks like:

The main difference between the Medical Note medical concierge and the similar Yandex.Health service is that not an algorithm will work with you, but a living person. In addition, Yandex.Health does not yet allow you to sign up for medical tests or procedures like CT or .

Concierge service - new medical direction which helps people every day. And, although the help of a medical concierge, fortunately, is not needed every day, it makes sense to take care of your health in advance. To do this, just install the Medical Note application on your phone. The application will always be at hand, and you can ask a question to the medical concierge for free at any time.

Medical Concierge - Your personal guide to the world modern medicine. The medical concierge service organizes diagnostics and treatment by the most qualified doctors of the capital, will help the patient, without wasting time, find "their" doctor and issue an annual medical service. A competent doctor, a truly professional in the necessary field of medicine. A medical concierge is a kind of intermediary between a patient and a doctor. We cooperate with the best public and private clinics. We have established contacts with the most experienced and qualified doctors.

Independent searches for doctors most often lead to a loss of time and money. While you need to think only about recovery. We save you the hassle of going from one doctor to another. All questions regarding the organization of your treatment will be taken care of by a medical concierge. You only need to contact us with your problem. We organize its solution from all sides.

A medical concierge is like a family doctor who personally deals with your health and the health of your family. long time ago family doctor is a generalist who fully cares about the health of family members throughout their lives. It is he who knows how to help and what is best for you in a particular situation. Medical concierge, like family doctor, conducts constant monitoring of the health of the whole family. And if necessary, the medical concierge promptly organizes an examination or treatment with any necessary, even the narrowest specialist.

“Medical Concierge” is a paid service, but it is this service that allows you to save. The doctors to whom we refer you will not offer any unnecessary procedure “just in case”. Specialists will diagnose and prescribe only necessary treatment. A medical concierge is also your legal support: we clearly know and will tell you which free services You as a patient have a right. For example, many do not know about the possibility of obtaining quotas for free operations.

With every major medical institution in Europe and in the USA there is a "medical concierge" service. This is the first such experience in Russia so far. The competence of the medical concierge is absolutely all organizational issues related to your treatment and diagnosis. We will bring you to the largest federal clinics of the capital, to famous and world-renowned specialists.