How quickly can you quote?
Send the case reference, patient location, destination and the latest medical report, and we aim to return a written quote within [X] hours. Each quote states the recommended level of care and the clinical reason for it, the aircraft or airline, the medical team, ground ambulances at both ends, what is included and excluded, and how long the price holds. Where more than one option is clinically safe, we quote each so you can compare. Quotes come by email, under your reference.
Who answers the 24/7 case desk?
The line is answered by a coordinator who can open a case, request reports from the treating hospital and start medical review straight away. Each case has one coordinator as your contact, and our medical team is available for doctor-to-doctor calls with your medical officers and the treating team. Your case reference goes on every email, report and invoice.
What documentation do you provide?
Before the flight, a medical assessment summary and fitness-to-fly opinion. During the transfer, updates at the key stages: patient collected, departed, arrived and handed over. Afterwards, the flight medical record and handover note within [X] working days, sent to whoever you nominate. Medical information is handled confidentially and shared only with the people involved in the case.
How is invoicing handled?
Invoices are itemised against the approved quote and issued under your case reference, in the currency agreed with you. Any variation, such as an extra night on the ground because a receiving bed was delayed, is raised with you before it is incurred wherever possible and shown as a separate line. Payment terms are agreed when we set you up as a client.
Can you help when a case is moving fast?
Yes. If the patient is deteriorating or the treating hospital is pressing for discharge, call the case desk and we start the medical review and the aircraft or airline options in parallel while approval is sought. Nothing is committed until you approve it in writing, but the groundwork is done, so the transfer can move promptly once it is authorised. If the level of care changes along the way, for example from escort to stretcher, we requote and explain the clinical reason.
What kinds of cases do you take?
Seated medical escorts, commercial stretchers, dedicated air ambulance and long-range ICU transfers, including ventilated, cardiac, ECMO, paediatric and neonatal patients. Most of our work is into and out of Australia and across Asia-Pacific, with longer international transfers on request. We also take overflow and subcontracted cases from other assistance providers. If a case is outside what we can do safely, we say so early so you can place it elsewhere.