Lives impacted for the better in November 2024
Dec 17, 2024
Nayeem Ahmed joined MediBuddy in August’24, as a CareBuddy with Surgery Care.
Situation
A woman in her mid-fifties (54 years) was struggling with persistent knee pain that deeply impacted her quality of life. The intensity of the pain disrupted her sleep and made waking up a challenge, leaving her searching for relief from this debilitating condition.
Customer problem
She found herself struggling with everyday tasks, as the pain made walking, climbing stairs, and even getting in and out of chairs a daunting challenge. This physical limitation also took an emotional toll, leading to feelings of depression as her pain and restricted mobility began to overshadow her daily life.
How I went ahead and displayed customer obsession to help the customer
I, Nayeem Ahmed, a dedicated Carebuddy at MediBuddy, received a call from a concerned patient’s son regarding his mother’s worsening knee condition. She required a knee replacement surgery, but the family was anxious about the procedure, curious about the medical science behind it, and uncertain about her ability to regain normal mobility and perform daily activities after the surgery.
Understanding their concerns, I reassured them by highlighting the advantages of MediBuddy's partnered hospitals, including cashless surgeries, affordability, and high success rates. Relieved and convinced, the son agreed to proceed. I promptly arranged a consultation with an Orthopaedic Surgeon at Medicover Hospital in Kurnool, Andhra Pradesh, ensuring the patient was on the path to recovery with confidence.
After a thorough examination, the doctor confirmed that the patient required a total knee replacement surgery to regain normal mobility and functionality. Understanding the necessity, the patient and her family agreed to proceed with the procedure.
On the day of admission, I Nayeem Ahmed, their dedicated Carebuddy, ensured a seamless hospital admission process to make the experience stress-free for the family. Although transportation was offered, the son opted to use their own car for convenience.
The surgery was scheduled for September 24th, and the patient successfully underwent the procedure, marking the first step towards a healthier, more active life.
The entire MediBuddy team, including the Carebuddy, Clinical Coordinators, and Insurance Team, worked together to design a comprehensive cashless plan. This ensured that the patient and her family did not have to bear any out-of-pocket expenses for the surgery and hospitalization.
The relief and joy on her face were unmistakable as she was discharged, a moment of triumph for everyone involved. Her family, equally overwhelmed, expressed their heartfelt gratitude, unable to believe their good fortune. The experience brought them happiness and peace of mind, turning what began as a stressful journey into a story of hope and recovery.
But the story didn’t end there. On October 19th, the patient fell ill again due to the effects of heavy medication and food poisoning. Unsure of which hospital to go to, her son WhatsApped me, mentioning he was heading to a nearby non-empaneled hospital. I immediately advised him to return to our empanelled hospital and, while he was on his way, I booked an appointment for her.
The patient was readmitted to the same hospital, received the necessary treatment, and, by October 21st, was discharged in good health.
Throughout the process, the patient enjoyed a hassle-free admission and treatment experience. The patient's son, satisfied with the seamless care, expressed his heartfelt gratitude and left positive feedback on the Play Store, strengthening the bond of trust and appreciation between us.
Grateful for the support, they expressed their heartfelt appreciation to both me and the entire MediBuddy team. As their dedicated CareBuddy, I ensured that the recovery process went smoothly by coordinating follow-up care and providing counseling to guide her on her journey to full health.
The family was overjoyed by the dedication and expertise MediBuddy displayed in coordinating both the surgery and the subsequent hospitalization, which took place a month later, all 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 in serving people across India. It’s truly wonderful to see high-quality healthcare becoming accessible to all.”