Care Manager Service Case: Surgery Costs have Become Source of Stress amid Economic Downturn caused by Pandemic

COVID-19 has severely hit the global economy and triggered an unprecedented wave of redundancy, pay cut and unpaid leave schemes. Employees have to try their best to save money and get prepared for any unavoidable unknown, such as doctor consultation, surgical fees and other medical expenses. A while ago, a customer, feeling distressed by surgical fees due to her financial pressure and burdens, sought help from Cigna to look for a second opinion and a solution.

Worsening of Spinal Problems under the Epidemic

May had suffered from scoliosis since childhood and undergone major surgery. Affected by the pandemic of COVID-19, she had to work from home, often sitting in front of her computer for a long time and inevitably developing poor postures such as rounded back and slumped shoulders. Under the severe epidemic, she seldom went out and did less aerobic exercise.

May began to feel numbness in her feet about a year ago, with the symptom appearing whenever she walked or sat down for a while. She could neither walk nor sit for too long and her daily life was seriously affected. Worried about contracting COVID-19, she dared not go out to seek medical treatment and physiotherapy but only did some simple exercises at home to relieve the pain.

Treatment of Herniated Disc

As her situation got worse without any improvement, May then consulted an orthopedist and was diagnosed with a herniated disc. The slipped intervertebral disc even pressed on the nerves, causing symptoms such as foot numbness. A surgery was required to remove the protruding portion of the disc. May asked Cigna’s Care Manager and said that she was worried about the surgery due to its difficulty and complexity. She was also worried that she would be laid off amid the economic downturn under the pandemic, and that she would not be able to afford the huge cost of the surgery.

Spinal Surgery and Physiotherapy

The Care Manager took the initiative to understand her diagnosis and medical treatment arrangements from an orthopedist, and arranged an appointment with a neurosurgeon for her to seek for second medical opinion, so that May could undergo the relevant surgery with peace of mind. After analysis and discussion with the orthopedist providing some professional medical treatment opinions, the Care Manager advised May to choose a semi-private ward to reduce the financial burden and coordinated the arrangements for the “Cashless Hospitalization Service”. The surgery was successfully completed, and Cigna provided May with a number of options on physiotherapy, and took care of her post-hospitalization follow-up, helping her speed up her recovery and tided her over the difficulties.

Health Tips for Home Office

Working from home is a good choice for many when the pandemic is severe. The following is the “ Health Tips for Working from Home” provided by the Occupational Safety & Health Council:

Good work arrangements	Establish a work schedule to clearly assign the tasks for a day Separate work from household affairs to enhance work efficiency Let family members know about the nature of work and working hours to facilitate coordination between both parties in daily life
Habits of using computer	Keep a correct posture when using a computer Take regular rests and adopt the “20-20-20 eye protection rule”, that is, rest for 20 seconds for every 20 minutes you use a computer, and look at any object at least 20 feet away Avoid sedentary lifestyle, stand up during telephone calls Perform stretching exercises to unwind your body and mind.
Workspace set-up	Ensure enough space on the desk to place the screen, keyboard, files and mouse Use a desk lamp when using a computer and viewing documents simultaneously Keep the computer screen away from windows to prevent reflection and glare, use curtains to block sunlight and control the distribution of light Adjust the heights of the chair and the screen in such a way that your thighs can stay flat and your feet can be steadily put on the ground when sitting down Ensure that your forearms and upper arms are approximately at right angles when working, and the first line at the top of the screen is approximately at or slightly below eye level
Regular schedule	Set up a schedule distinguishing work and rest time, with time slots for physical activities to prevent weight gain and reduce obesity, such as walking in the park Housework is a physical activity that can be done at home. Moderate-intensity activities include sweeping the floor, washing windows, cleaning the bathroom, etc. Stand up while doing housework such as folding or ironing clothes Do some relaxation exercises that help relax, such as diaphragmatic breathing, progressive muscle relaxation exercises or mindfulness training, etc.

Our Care Manager Provides You with Heart-warming Services

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.

However, the content of the above article is for reference only, and Cigna shall not be liable for the related content and information.

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.