Overview
When a global client’s consultant traveled from Singapore to Tanajib in the Kingdom of Saudi Arabia (KSA) to conduct an offshore audit, what began as a standard business trip quickly turned into a complex medical emergency. During the assignment, the employee suddenly fell ill while onboard the vessel and required immediate evacuation.
The incident underscored how quickly a medical situation in a remote or industrial environment can escalate into a significant operational challenge, especially when distance, access, and coordination come into play.
International SOS was activated to provide rapid, coordinated medical assistance. Through the expertise of its Dubai Assistance Center and its extensive network in the Kingdom, the organization ensured the consultant’s safety. It streamlined medical coordination, managed costs, and delivered a seamless transition between facilities, all while maintaining constant communication with both the patient and the client.
This case demonstrated the importance of medical case management in remote environments and how International SOS’ integrated operational and clinical capabilities protect employee wellbeing and reinforce organizational resilience in high risk settings.
Problem
The client’s employee had been deployed from Singapore to Tanajib, an industrial hub in the Kingdom of Saudi Arabia, to conduct an offshore audit. During the visit, he became unwell and was quickly evacuated by helicopter to the Tanajib heliport. From there, he was transferred overnight by ground ambulance to a hospital in Dhahran for assessment and treatment.
While the immediate evacuation ensured safety, the client soon encountered several challenges that required urgent intervention:
- Medical cost management: The initial cost estimate presented by the hospital did not fully align with the proposed treatment plan. This discrepancy was identified early through clinical and cost validation as part of our proactive medical approach.
- Need for appropriate facilities: The client requested that the employee be transferred to a private medical facility offering direct billing, enhanced medical monitoring, and visiting access; elements that would better support both the patient and the organization.
- Complex coordination requirements: Multiple approvals, facility handovers, and logistical movements were needed to secure a safe transfer, manage discharge procedures, and oversee payments. These had to be executed rapidly and fully aligned with clinical requirements and local regulations.
For the client, the situation presented an immediate test of their ability to uphold Duty of Care obligations in a remote and high risk setting, where even small delays in coordination could affect patient outcomes and operational continuity.
Solution
International SOS activated its Dubai Assistance Center in the early hours following the employee’s admission to the local hospital. Leveraging deep regional expertise, multilingual coordination, and clinical governance, our medical and operations teams worked around the clock to manage every aspect of the case.
By 07:30 local time, our team had established direct contact with the treating facility and obtained initial medical reports. A comprehensive review of the clinical information and associated costs was completed by 09:30. The medical team validated the diagnosis, reviewed the recommended treatment plan, and identified a more suitable care pathway for the patient.
Once the decision was made to transfer the employee, International SOS facilitated medical acceptance and admission at a private hospital in Dammam under a Guarantee of Payment (GOP) ensuring the client faced no administrative delays or financial exposure. Working through our established local provider network, our teams:
- Coordinated discharge approval and payment with the treating hospital to secure the patient’s release.
- Arranged and completed the ground ambulance transfer before 3:00 PM local time, ensuring minimal delay in medical continuity.
- Deployed an International SOS medical expert on-site to oversee the transfer and admission, verify care quality, and obtain first hand updates.
- Established direct communication between the patient and the Dubai Assistance Center via WhatsApp, providing real-time monitoring and reassurance throughout the recovery process.
The Dubai Assistance Center also collaborated closely with our local partners in the Kingdom to ensure all logistical aspects, transport routes, facility acceptance, and documentation, were executed efficiently and in full compliance with local procedures.
Throughout the process, International SOS’ regional medical governance ensured that every decision was evidence based, cost effective, and aligned with international standards of care.
Impact
Through proactive coordination and clinical oversight, International SOS successfully ensured the consultant’s safe transfer, continuous monitoring, and eventual recovery and return to Singapore. The outcome provided tangible value for both the employee and the organization.
For the employee, the intervention ensured access to quality healthcare, minimized uncertainty, and provided a reassuring, well-managed patient journey. For the client, it delivered measurable benefits that reinforced the company’s operational resilience and Duty of Care commitments:
- Continuity of quality care: The employee was treated at an appropriate facility that met both international standards and the client’s requirements for oversight and access.
- Cost optimization: Early clinical review and intervention prevented unnecessary expenses by validating treatment plans and ensuring appropriate billing practices.
- Efficient coordination: The case was managed seamlessly across air, ground, and facility transitions, demonstrating the effectiveness of having a single integrated partner managing all aspects of medical care.
- Enhanced Duty of Care compliance: Continuous updates and transparent communication provided reassurance to the employee, their family, and the client’s leadership team.
- Strengthened resilience: The case showcased the importance of partnering with a provider that combines regional presence with global clinical governance, ensuring organizations can respond effectively to unexpected health incidents anywhere in the world.