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    Care Manager Service Case: Seeking Telehealth Service after Being Infected with Omicron

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    The fifth wave of COVID-19 is still rampant across Hong Kong with more than 1 million cases confirmed. Many buildings have even been found with viral load in sewage, stirring up the public's worries about being infected. Our customer, Mrs Wong, was afraid she was infected as COVID-19 symptoms showed up, so she sought online consultation services. On the recommendation of the Cigna's Care Manager, she later tried the Telehealth Service for appropriate treatment.

    Only symptoms such as mild fever and sore throat appeared in Mrs Wong's early-stage infection. She thought they resulted from sleep deprivation or heaty food. Her condition gradually deteriorated, with a rising body temperature and coughs even after taking medicine for fever and pain. She was worried about being infected with COVID-19 and, taking a rapid antigen test, the infection was confirmed by a positive result.

    Mrs Wong felt anxious and helpless at the thought that her condition would deteriorate and she would spread the virus to her husband. She suffered from a severe sore throat and had pain when eating, "feeling like razor blades are cutting your throat" as some patients shared their experiences online. Also, as her medicines at home were almost running out, she called her family doctor nearby but found that many clinics suspended face-to-face services to patients with related symptoms like fever.

    Considering that the A&E departments of public hospitals were full, she did not want to rush there for medical treatment. She then looked for online consultation services and finally approached Cigna for help. Our Care Manager then introduced the Cigna Virtual Health Service to her. Mrs Wong was fortunate to be able to consult a doctor online and be appropriately diagnosed with medicines delivered all on the same day, bringing her illness under control. At the same time, she obtained some medical advice and advice on preventive measures to reduce the risk of spreading the virus to her family during the home quarantine period.

    Patients infected with the virus, including the Omicron variant, may suffer from headaches, fatigue, sneezing, runny nose, fever and body pain, similar to symptoms of a cold. Some people may have no apparent signs after being infected and unknowingly infect their family members living in the same household. According to Dr Wilson Lam, a specialist in infectious diseases, cough, runny nose, headache and so on are all the typical symptoms of infection. The following conditions may be a warning sign of severe complications and the patient should be sent to the hospital immediately to reduce the risk of death.

    Symptoms of pneumonia:

    • apparent coughing, with sputum increased
    • shortness of breath
    • rapid breathing or difficulty in breathing when sitting or lying down

    Symptoms of encephalitis:

    • slow response
    • severe headaches
    • nausea
    • confusion

    At present, Cigna’s customers can receive our Healthcare Concierge Service when receiving treatment, including a dedicated Care Manager for follow-up. The services are as follows:

    • Staffed by registered nurses and provide customers with professional advisory if they are facing health issue
    • Understands and analyzes the health condition of customers, and offers network doctor options
    • Coordinates and follows up on hospital surgery or treatment arrangements and post-surgery visit
    • Provides information on improving health, and post-discharge follow-up in person(for example, arranging post-discharge physiotherapy, nutrition guidance, meal delivery service, and more)
    • Refers you to personalized services (for example, local limousine transportation to the hospital, nursing arrangements, virtual consultation, medication delivery, home modification, and more)
    • Provides emotional support for customers and their family
    • Helps arrange “Cigna Health Services At Home” to reduce the risk of infection

    The above content is adapted from real cases. Should you have any questions regarding the above case, please contact Cigna for inquiries.

    The content of the article cannot substitute for professional opinions or diagnosis of the attending doctors. Should you have any questions regarding the medical treatment plan, please consult your attending doctor.

    The content of the above article is for reference only, and Cigna does not warrant or make any representation regarding the accuracy and completeness of the related content and information. Cigna shall not be liable for any damages, indemnities, costs or other expenses arising out of the related content and information.

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    Cigna HealthFirst Elite 360 Medical Plan offers comprehensive and personalized medical coverage across the stage prevention, diagnosis, treatment and recovery, with a range of hospital and surgical benefits, optional insurance benefits with an annual limit of up to HK$50 million, personalized health assessment, three critical illnesses(cancer, stroke and heart attack) all-rounded care and international medical concierge service. A 360-degree total health protection that spans across all the key stages of your health journey. Learn more here.

    The above insurance product information is directly provided by Cigna, and the relevant information is not the content and features of all the coverage of the insurance product. The designated insurance plan is bound by its policy terms. Please visit the Cigna website and refer to the relevant product brochures and policy terms for details of features, contents, terms, conditions and exclusions of relevant products. The above information cannot be used as an insurance contract executed between Cigna and any person or group or as an offer, invitation or lobbying to enter into any insurance contract.

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    © Cigna Healthcare 2025
    Information provided in this article is intended for health and fitness purposes only and is not intended for use in the diagnosis of disease or other conditions, or in the cure, mitigation, treatment or prevention of disease (see Terms & Conditions for details). Any health-related information found in this article is available only for your interest and should not be treated as medical advice. Users should seek any medical advice from a physician, especially before self-diagnosing any ailment or embarking on any new lifestyle or exercise regime. Any information contained in this article may not be suitable, accurate, complete or reliable. Cigna Healthcare accepts no responsibility for the content or accuracy of information contained on external websites or resources, or for the security and safety of using them. "Cigna Healthcare" and the "Tree of Life" logo are registered trademarks of Cigna Intellectual Property, Inc. in the United States and elsewhere, licensed for use. All products and services are provided by or through operating subsidiaries, and not by The Cigna Group.

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