Lives impacted for the better in October 2024
Oct12, 2024
Mohammed Imtiyaz Ahmed joined MediBuddy in November 2021, who was initially with the Insurance-Inside Sales Team and later moved to the Surgery Care Team as a CareBuddy in January 2023.
Situation
A woman in her late sixties, aged 68, and her husband, 73, were facing a troubling decline in their vision. Sensitivity to light and glare had become daily obstacles, clouding their ability to see clearly. Their world, once sharp and vibrant, was now dimmed and blurred, making even the simplest tasks a struggle.
Customer problem
Reading had become a challenge for them, as words blurred and strained their eyes. Seeing clearly at night was even harder, with darkness amplifying their struggles. To restore their vision, the husband and wife needed cataract surgeries on both eyes, offering hope for clarity once more.
How I went ahead and displayed customer obsession to help the customer
I Imtiyaz Ahmed, a dedicated Carebuddy at MediBuddy, received a call from a patient’s son, who was concerned about his mother’s deteriorating vision. She needed cataract surgery, and he wondered if his father, suffering from similar issues, could also be seen by a specialist. I assured him that I could coordinate both consultations seamlessly.
The son, who had travelled from abroad solely for his parents' healthcare, shared that it would be ideal to have the consultations at a nearby hospital for convenience. Understanding his concerns, I explained the benefits MediBuddy offered at its partnered hospitals: cashless surgery, affordability, and high success rates. Convinced, the son agreed, and the consultations were arranged at ‘The Eye Foundation‘ Hospital in Kochi.
After thorough examinations, the doctor confirmed that both parents needed cataract surgeries to restore their vision. The plan was to operate on their left eyes first, followed by the right eyes. I, Imtiyaz Ahmed their dedicated Carebuddy arranged everything to ensure a smooth process for the family, even offering transportation, though the son had their own car.
The first surgeries were scheduled for July 18th, and both parents underwent the procedures for their left eyes successfully. On August 3rd, they returned for the right-eye surgeries, completing both rounds with success. MediBuddy’s team, including myself, the Clinical Coordinators, and the Insurance Team, worked together to ensure the surgeries were entirely cashless, relieving the family of financial stress.
But the story didn’t end there. In September, the patient’s son reached out to me once again, informing that he would soon be traveling back to India. This time, he sought my assistance for himself; he required a circumcision surgery. I swiftly arranged a consultation with a urologist at Kinder Multispeciality Hospital. Trusting MediBuddy’s support, the son proceeded with the recommended surgery a few days later. The procedure was a success, and he finally felt relief from his discomfort.
Grateful, he expressed his profound appreciation to me and the MediBuddy team. I, as his dedicated CareBuddy ensured his recovery went smoothly, coordinating follow-up care and counselling to support his journey back to health.
The family was overjoyed by the dedication and expertise MediBuddy demonstrated in coordinating all five surgeries—four eye surgeries and one circumcision—with exceptional care. Deeply moved by the experience, the son expressed his heartfelt gratitude, saying, “I take this opportunity to commend MediBuddy for its remarkable efforts to serve people across India. It’s wonderful to see high-quality healthcare becoming accessible to all.”