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TotalCare: The Complete Telehealthcare Solution

Telehealth has been around for decades, but its use has exploded in response to coronavirus. As more people come to rely on telehealth, distinctions among a vast number of providers have surfaced. The concept of continuity of clinical care is one important distinction. Learn why it is…

The coronavirus pandemic triggered a surge in telehealthcare (also called telemedicine, telemed and telehealth), and since then its value has risen higher than ever, even though the COVID-19 outbreak has abated. Telehealthcare refers to medical care delivered remotely through a smartphone, tablet, desktop or laptop — an approach that has become indispensable for travelers and everyday patients alike.

Global Rescue TotalCare^SM provides seamless access to telehealth services through Elite Medical Group (EMG), staffed by board-certified physicians licensed in all 50 states.

While telehealth has existed for decades, its adoption skyrocketed during the pandemic and the era of social-distancing protocols. As more people embrace remote medical support, important distinctions among telehealth providers have become increasingly clear — making it essential to choose services that deliver comprehensive, reliable and expert care.

[Related reading: Five Reasons to Consider TotalCare^SM]

For example, the concept of “continuity” of clinical care is an important component. Originally, continuity meant your hometown doctor knew you, your family, the medical histories and social circumstances and could factor it all into the determinants of care.

As health care became more expansive your primary care physician worked with other doctors, specialists like internists, cardiologists, dermatologists, ophthalmologists and ENTs.

Continuity became complicated, physicians had to collaborate as large teams to ensure everyone was working off the same, centralized information. To keep it all straight, positions like medical case workers and health care managers became career fields.

Telemedicine – Condensed and Centralized

The question now is how does telehealth fit into the current context of continuity in clinical care? One key is recognizing that the business model common for telehealth companies relies on a high volume of customers who are attended by several thousand doctors; this model of telehealth delivery can deliver basic service, according to Dr. Claudia Zegans, Medical Director at EMG.

“But the challenge to that, is if you’re someone who uses telehealth regularly, then you may never interact with the same provider,” she said.

Global Rescue TotalCare^SM provides consumers with access to EMG’s telehealth services that are delivered using a completely different model, one that utilizes the centralized medical practice group at EMG, physician-colleagues who work together to care for patients, to provide the continuity of care one usually expects from traditional care environments.

“We’re a smaller group, so if someone is a regular user of TotalCare^SM there is a good possibility that they will see the same physician they saw last time,” she said. “EMG doctors actively collaborate on cases so even if you don’t see the same doctor, the rest of us are briefed on your case and can access your record. People like that their story is already known and they don’t have to start from scratch every single time.”

The result is a personalized level of care unavailable from other telehealth providers.

Common Misconceptions

Part of the success of continuity in clinical care comes from patient disclosures. Some patients assume the provider conducting the telehealth consultation knows their story, is acquainted with all the medications they’re on, including those prescribed and obtained over-the-counter. They don’t. That’s a frequent misunderstanding. Revealing that information during the consultation is essential for an effective interaction.

Zegans said another misconception about telehealth is that a consultation equals a prescription.

“That’s not necessarily true. Telehealth is practiced with the same standards as an in-office visit.”

As telehealth resources are in higher demand, it’s important for people to understand that managing the insurance reimbursement component has been a barrier to patients utilizing it. To break through that obstacle, insurers have incorporated telehealth platforms into their offering so many people have access to it. But the fix often creates an unseen risk.

“The telehealth platform may not be integrated with the health care providers own health care facility, making continuity in clinical care unavailable,” she said. “We will integrate with a patient’s health care provider in any way they give us permission to do so. It’s quite flexible and customizable.”

Telehealthcare: It’s Benefits Are Widespread

Using telehealth reduces the need to go to the hospital, an urgent care facility or even a doctor’s office, where the risk of exposure to potentially infected individuals or surfaces is elevated. That can also result in dramatic cost savings since the average primary care visit costs $150 and the average emergency department visit can cost more than $1,000.

Depending on the telehealth service provider and various state regulations, your doctor can complete a video consultation and come to a medical assessment, write a prescription if medically appropriate and even order labs and imaging. Equally important, telehealth eases the burden on hospitals and urgent care facilities.

Seasonal outbreaks beyond pandemics — like influenza, norovirus and RSV — can lead to overwhelmed medical care centers, hospitals and doctor’s offices. Telehealth eases that pressure by providing virtual patient access to physicians for medical queries without unnecessarily crowding health facilities. It also prevents the patient from being exposed to potentially contagious COVID-19 patients during a hospital visit.

Dr. Zegans says physician consultations using video can not only lead to an appropriate diagnosis, but also assess how sick a person is and help determine who needs an in-person evaluation or specific testing at a medical facility.

“For others, telehealth is an effective way to address whatever their current medical concern is as much as possible without them ever leaving their home,” she said.

She added that the pandemic showcased telemedicine as incredibly useful in helping to decrease traffic at clinics, emergency departments and urgent care centers.

“This result is not only good for individual patients, but also for the entire community.”

Telehealth remains an essential tool for travelers well after the pandemic abated. Based on a recent survey of Global Rescue members, who are among the most experienced travelers in the world, they want telehealth services when traveling outside of their home country by a 9-to-1 margin.

U.S. travelers want a medical perspective from their home country and they want access to an additional resource to the medical resources being provided abroad.

“I totally agree with that perspective. I see the power of oversight by U.S.-based physicians every single day,” Zegans said.

Illness or Injury Concerns?

Are you a traveler worried about an illness or injury?? Getting sick or getting the right care? Whether you’re at home, work, traveling now or postponing a trip until later, you need to protect yourself. Obtaining access to telehealthcare services through a Global Rescue TotalCare^SM membership is one important way travelers can get peace of mind.

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Mission Brief: March 2020

The COVID-19 outbreak pushed Global Rescue into overdrive to help our members evacuate during a time when international travel restrictions were tightening on a daily basis. Global Rescue typically manages hundreds of operations every month.…

The COVID-19 outbreak pushed Global Rescue into overdrive to help our members evacuate during a time when international travel restrictions were tightening on a daily basis.

The unprecedented circumstances made efforts to return travelers to their homes more challenging, but didn’t prevent Global Rescue from helping our members. Global Rescue committed its deeply experienced security and intelligence teams to use its logistical know-how, bureaucratic fluency and relentless focus to help return individuals home.

Global Rescue typically manages hundreds of operations every month. The coronavirus outbreak boosted operational activity and intensity significantly. Since February, nearly 500 operations have been completed to help return travelers home, provide medical or security evacuation and advisory – roughly 50% of the volume of activity took place in the last weeks of March.

When the coronavirus spread started, travelers and expats found themselves trapped in an escalating series of government directives and medical orders to contain the sweep of the virus. Soon, government authorities, public health officials and travel administrators restricted nearly all flights.

Our operations team were involved in medical, security and travel operations on a daily basis in more than 90 countries worldwide, including: Afghanistan, Albania, Angola, Argentina, Australia, Austria, Bahamas, Belgium, Bermuda, Brazil, Bulgaria, Burundi, Cambodia, Cameroon, Canada, Central African Republic, Chile, China, Colombia, Congo, Costa Rica, Cuba, Dominican Republic, Ecuador, Egypt, El Salvador, Ethiopia, Finland, France, Fiji, Ghana, Guatemala, Haiti, Honduras, Hong Kong, India, Indonesia, Israel, Italy, Iraq, Ivory Coast, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kyrgyzstan, Lebanon, Liberia, Malaysia, Maldives, Myanmar, Mexico, Morocco, Namibia, Nassau, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, Oman, Pakistan, Panama, Papua New Guinea, Peru, Philippines, Portugal, Qatar, Russia, Rwanda, Saudi Arabia, Senegal, Singapore, South Africa, Sri Lanka, St. Martin, St. Vincent and the Grenadines, Switzerland, Tanzania, Thailand, Tunisia, Turks and Caicos Islands, Vanuatu, Vietnam, Virgin Islands, Uganda, United Arab Emirates, United States, Uzbekistan, Yemen and Zimbabwe.

Below is a snapshot of some of our most recent operations in various locations across the world.

Argentina

Global Rescue provided medical advisory and evacuation services for a climber attempting to summit Aconcagua, the highest (22,841 feet) mountain outside of Asia. The member was suffering severe acute mountain sickness caused by rapid exposure to low amounts of oxygen at high elevation and required a helicopter evacuation.

Australia

As COVID-19 spread, students studying abroad needed to make plans quickly. Global Rescue helped numerous students figure out the best path forward, including one student stuck in Perth whose flight out was canceled. Global Rescue understood the situation and helped arrange a solution for a flight out the next day after the airlines had told the student there was a month-long wait.

Chile

The Global Rescue medical operations team provided advisory and evacuation for a member traveling in South America who suffered severe burns from boiling water. The member was transported for medical treatment including IV antibiotics and wound debridement. A day later, he was cleared to fly and returned home to North Carolina.

China

When the Wuhan province of China was locked down, Global Rescue assisted a family stuck there and helped them return to the U.S. and eventually their Midwest home. In a separate operation, the Global Rescue operations team provided nonstop advisory for a group of skiers, including an American Olympic gold medalist, helping them make it out of China as international borders were sealed.

Ivory Coast

Pandemics can sometimes cause tension. Global Rescue provided security, safety, peace of mind and repatriation advisory for a traveling member in San Pedro concerned for her safety following episodes of anti-foreigner sentiment sparked by fear outsiders spreading the virus. The member remained safe and was able to return to her home country.

Nicaragua

A member was on her way from Managua to her home in the U.S. when she was overcome by a rough bout of traveler’s diarrhea and dehydration. Global Rescue provided medical advisory including rehydration solutions, initial doses of Loperamide and a list of medical facilities near her stateside layover – including an in-airport clinic where she could check in if needed.

Vanuatu

A member from Australia was traveling in the South Pacific Ocean nation of roughly 80 islands when a severe infection in his legs required hospitalization. Global Rescue provided medical advisory and evacuation to a Brisbane-based hospital for further medical attention.

Global Rescue provides our members and clients with the world’s leading travel risk, telehealth access, crisis management, medical, security and evacuation services. Click here to learn more.

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Escape from China: Repatriation During a Pandemic

When coronavirus started, travelers and expats found themselves trapped in an escalating series of government directives and medical orders to contain the spread of the virus. Soon, government authorities, public health officials and travel administrators restricted nearly all flights. This complicated repatriation efforts but none of those challenges prevented Global Rescue from helping our members.

Global Rescue conducted more than 300 operations in the past few weeks to help bring people home. Without the ability to deploy Global Rescue’s airborne resources, the special operations team deployed logistical know-how, bureaucratic fluency and relentless focus. The following two operations highlight how Global Rescue effectively worked with government officials, embassy leaders, medical experts and our partners to get individuals back on U.S. soil.

A Gold Medalist’s Hard Bail During A Pandemic

Skiing and snowboarding are passions for many, including 2014 women’s half-pipe gold medalist, Kaitlyn Farrington. After learning the origins of skiing may have been in a little-known area in the northwest region of China, Farrington, who was already in Japan, was compelled to make the trip.

It was January 10th and at that time there was no evidence the virus was readily spread by humans. The word “coronavirus” wasn’t anywhere on the front page of the New York Times. For most of the world, it just wasn’t a thing…yet. But it was one day before the first fatality from the virus would be reported by Chinese officials. Neither Farrington or anyone else could have known, so she made the excursion.

Ten days later, travel restrictions elevated fast. Officials in Japan, Korea and the U.S. confirmed the first cases of COVID-19 outside of China. Farrington, who was more than 2,000 miles away from the Wuhan area, sensed trouble and sent her Japan-based trusted friend, Dave Burg of SASS Global Travel, a bracing message: “We need to work on a hard bail plan.”

Burg agreed, gathering everyone’s names and nationalities. He started to work on an exit plan. That’s when Farrington sent Burg another message, this one more urgent.

“We’re getting kicked out of the village tomorrow because they’re closing the whole village down.”

Farrington was concerned she and her group would get stuck and possibly quarantined in China.

“It was a huge concern! We honestly didn’t know the extent of the coronavirus spread until we were told we had to leave the village in the next two days or we were going to be held for the mandatory 20 days quarantine,” Farrington said.

The pressure to get out was building and the window to do so was closing.

To top it off, Farrington and her group’s exit from the village was held up by a massive snow storm that severely prevented any ground transportation thanks to avalanches that buried the road in up to 20 feet of snow. There were no taxis, no buses, no way through.

Help came from an unlikely source.

“The police ended up taking them out of the village themselves in their four-wheel drive police cars and having the snow plows run ahead of them. They literally plowed their way out of the village,” Burg said.

Farrington said Chinese Police Captain Wang Hai Feng was persuaded to drive us out of the village because we had no other options.

“Since our drivers could not pass the check points because they were coming from a city, he was our only option for getting out of Hemu. He was either going to take us or we were stuck there for a mandatory 20 days,” Farrington said.

The drive is ordinarily a few hours, but plowing the snow blocked road slowed the trip and took twice the time. By then they had missed all the flight options out of the country. The only opportunity left was a flight to Chengdu, a major city more than 700 miles from Wuhan, China.

“From Chengdu they caught the last United Airlines flight out of the city,” he said.

Burg credits the collaborative wits and support supplied by his team, Farrington and Global Rescue’s security operations experts for the positive outcome. Global Rescue was collecting information and providing security advisory along the way.

“Being able to get minute-to-minute updates from Global Rescue on what airports were closed and what flights were flying was particularly valuable because I had another person, an expert in this sort of thing, to consult with,” he said.

But Burg is quick to add that one resource surprised him.

“It was the humanitarian nature of the Chinese police captain, Wang Hai Feng, who was with the group and helped tremendously. It wasn’t a top-down government intervention. It was a local police officer who just wanted to help people and get them where they needed to go,” he said.

Burg concurs it was a bizarre and risky time. Despite no one being sick or injured, Global Rescue gave him what he needed.

“The Global Rescue advisory services gave us the confidence to make the plans that we did,” Burg said.

After everyone returned home safely, he concluded that having somebody who knows where you are – and cares – is invaluable.

“If you feel like you’re alone and trapped, having somebody – like Global Rescue – who knows where you are, brings huge peace of mind.”

Farrington agreed. “Global Rescue gave us hope that no matter what, we were going to get out of China. They also provided us with information about the virus that we were not getting anywhere else.”

Family Exit From Wuhan

When the Wuhan province of China was cut off, Global Rescue assisted a family stuck there and helped them return to the U.S. The parents were working and living in China along with their pre-school aged children.

People in Wuhan were banned from leaving the city, ground transportation was shut down and the Chinese government had suspended the sale of international flights.

“The family had seats set aside on one of the earlier U.S. government planes leaving China. But the family was not permitted to depart…at first,” said Matt Napiltonia, senior manager of operations at Global Rescue.

At that point, the parents asked Global Rescue whether they should try to drive out of Wuhan to an adjacent province, find an airport, and get out of the country. Global Rescue’s security experts advised that such a plan would risk the family getting stopped and turned around at a distant checkpoint and then being unable to refuel their car since gas stations and many other businesses were closed.

“They could easily have ended up being stranded. If you’re in a safe spot then don’t leave it. They decided to stay put,” Napiltonia said.

During the next several days Global Rescue coordinated daily, sometimes hourly, with the family, the U.S. embassy and the employer to facilitate an evacuation.

“From that point a line of communication had been established. As information was gathered, communication between Global Rescue’s security team, U.S. government officials and leadership at the company where one of the parents worked became more routine,” Napiltonia said.

Success came on the heels of diligent communications, thorough documentation, comprehensive preparation and high-level coordination.

“Things broke in the family’s favor. They were added to the manifest for an upcoming flight out of the country and all the checkpoints along the route to the airport had their names on it, with clearance to leave,” Napiltonia said.

The family was able to board a U.S. government jet destined for Texas, where they entered a two-week quarantine before heading to their permanent home stateside.

How Global Rescue Helps Its Members

Depending on where you are quarantined will define what can be done to help. Global Rescue will provide evacuation services for traveling members, provided we are legally able to do so and we can safely get to you.

Quarantines are complicated. Some are regional, covering small and large expanses, including entire countries. Some are floating, like cruise ships or cargo ships. Military bases are often places were quarantines can be established, too.

If you are forced to shelter in place, we can help you re-supply your prescription medicine, manage questions if symptoms present, assist your traveling companion or family member and identify where to get help.

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Five Reasons To Consider TotalCare

As coronavirus crosses borders and oceans, Global Rescue’s TotalCareSM telehealth membership has quickly become the best option for travelers, even if they are temporarily benched by social distancing and self-quarantines.

As coronavirus crossed borders and oceans, Global Rescue’s TotalCare^SMmembership quickly became the best option for travelers, even if they were temporarily benched by social distancing and self-quarantines.

Why? It provided direct access to urgent care consultations with board-certified, licensed physicians.

Here are five reasons why a TotalCare^SM membership is the best telehealth option for travelers — from work, from home, on the road, abroad or on an average day or during a pandemic.

[Related reading: TotalCare the Complete Telehealth Solution]

Speak to a Person

When you call Global Rescue for a TotalCare^SM consultation, the call is answered by Global Rescue’s in-house operations team. From there, medical experts collect basic information, including a medical history before setting up a real-time video consultation with a board-certified, licensed doctor from Elite Medical Group (EMG).

TotalCare^SM members can activate an urgent care consult three ways: the My Global Rescue Mobile App, on the phone or on the web. 

The Same Care Team

Some telehealth companies are set up as a giant network of doctors. They may or may not work together, or even know each other. TotalCare^SM members always speak to an EMG physician.

EMG doctors are part of the same practice, which ensures continuity of care. EMG also works closely with Global Rescue’s operations team, in the event advisory services are needed.

“Because we function as a practice, our team can more efficiently address a variety of needs for our members. We follow up on every encounter to be sure people are recovering, or assessing any new needs or asks,” said Dr. Claudia Zegans, medical director at Elite Medical Group. “This leverages the power of our medical operations team and provides continuous care for the member. We have done this many, many times and it works.”

Global Experience

Most U.S.-based telehealth companies do not have experience with the complexities of health care while traveling.

“Other telemedicine services might be able to connect patients around the world with doctors, but how are the recommendations implemented? How does a teledoctor in Texas know which hospital in Rwanda to recommend to the patient?” Zegans said.

TotalCare^SM’s members have direct access to physicians well versed in travel health consultations — and the experience and expertise of Global Rescue, with an operations team that manages medical and security cases all around the world. It’s a unique combination that gives travelers the edge when looking for access to care while away from home.

Shorter Wait Time

There’s a shortage of doctors and in the bigger cities, like Boston, Massachusetts, where you’ll wait an average of 29 days to see a primary care doctor, according to physician recruiting firm Merritt Hawkins.

Once a member initiates a TotalCare^SM consult, they will be connected with a physician within 30 minutes.

It’s a great time-saver for a stay-at-home mom, a student away at school, a family on vacation, or a business with remote employees — and gets everyone one step closer to healthy that much faster.

Pandemic Care

With a TotalCare^SM membership, you have immediate access to a doctor — during a coronavirus pandemic and during seasonal outbreaks of influenza, RSV and the norovirus.

“These illnesses are highly infectious,” said Scott Hume, vice president of operations at Global Rescue. “All travelers should consider acquiring services that provide access to video consultations with physicians to avoid coming into contact with those infected in hospitals.”

Calling from the safety and security of your home can reduce the likelihood of infection. In fact, the CDC advised Americans to make arrangements for telehealth so they can receive medical information even if they are unable to physically travel to a doctor. And telehealth may be your only option in the event of a mandatory quarantine.

“I would prefer a doctor in person but, by the very nature of a quarantine, receiving medical attention or prescriptions remotely by phone or Internet would be the sensible thing to do,” said one Global Rescue member.

“It’s better to be safe than sorry,” said TotalCare^SM member Mark Horton of Texas. “I don’t want to not have that option if/when my circumstances dictate that I really need it.”

Whether you’re at home, work or traveling, immediate access to telehealth services through a Global Rescue TotalCare^SM membership is one important way travelers — and non-travelers — can get peace of mind.

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TotalCare: A Lifeline In The Midst of a Pandemic

The last thing you want to do when you are sick is drag yourself out of bed, get dressed, get into the car, drive to the doctor’s office and wait. Wait times can swell to…

The last thing you want to do when you are sick is drag yourself out of bed, get dressed, get into the car, drive to the doctor’s office and wait. Wait times can swell to more than an hour, as you’re often seated in a crowded waiting room, all to see a doctor.

And you certainly don’t want to do that in a pandemic.

“Social distancing due to COVID-19 highlights the need for remote access programs such as TotalCare,” said a Global Rescue TotalCare member from Texas.

Virtual Visits First

As social distancing changes to self-isolation and mandatory quarantines, telehealth is quickly becoming the first line of defense against coronavirus, reports NBC News.

According to the American Academy of Family Physicians, telemedicine (also known as telehealth) is defined as “the practice of medicine using technology to deliver care at a distance.”

Although telehealth has been around for decades, it is seeing a resurgence of interest as the coronavirus spreads and grows worldwide. The CDC has long recommended telehealth for underserved and rural populations, encouraging usage of virtual visits at the start of the coronavirus epidemic. In mid-March, the U.S. government lifted restrictions of telehealth services for Medicare beneficiaries in an effort to slow the rate of infection.

What is TotalCare^SM?

Four years ago, Global Rescue started offering TotalCare memberships to travelers who wanted immediate access to a team of medical experts for real-time video consultations and treatment.

But TotalCare garnered the interest of not just travelers — business executives, college students, retirees and families with children who also wanted a better option than waiting in an urgent care office or the emergency room.

In today’s busy world, it makes sense. If you’re feeling symptomatic, sick or you just have questions, a TotalCare membership provides an urgent care consult with a doctor without leaving the comfort of your home. In a pandemic situation, like coronavirus, telehealth services can help slow the spread of disease.

In five easy steps, here’s how a TotalCare membership works:

Step One: Call or Message

Whether you’re at home, at school, at work or in a hotel room, members can initiate a consultation at any time. All you need is access: an Internet connection or a smart phone.

“You can use TotalCare while you are traveling, or while you are at home. It’s there when you need it,” said David Koo, senior manager of operations at Global Rescue.

Step Two: Medical History

Your request is answered by an in-house Global Rescue operations team member, who will obtain your medical history and symptoms.

Step Three: Virtual Visit

After the clinical and situational information is relayed from the operations team, you are placed into a live video conference with a board-certified, licensed doctor from Elite Medical Group (EMG).

“The wait-to-connect time is usually less than 30 minutes,” said Dr. David Ashley, Associate Medical Director.

Telehealth services, not set up for consumer demand during a pandemic, are currently being swamped with calls. Requests at the University of Pennsylvania are coming in faster than the clinicians can answer them. Many telehealth companies report a 50% increase in demand.

But not with TotalCare. TotalCare was set up to help travelers all over the world, with Global Rescue in-house medical experts answering the initial call and EMG doctors providing the virtual care. The team is used to fielding a flood of requests.

Step Four: Prescriptions or Labs

Board-certified doctors are licensed in all 50 states. Doctors have the ability to prescribe medications and order labs or diagnostic imaging.

Step Five: Continuous Care

Your care is not completed when you turn off the video or hang up the phone. The team follows your case to conclusion, taking care of any after-visit administrative needs and follow-up on doctor’s orders.

“The follow up was amazing,” said TotalCare member Linda Hanks. “I’ve had brain surgery and the doctor never called me after I went home to see if I woke up the next morning or to ask, ‘How are you doing?’”

“The doctor was able to identify my son’s skin condition and prescribe a cream for him to use,” said TotalCare member Christina Roth. “She even checked on us later.”

Coronavirus Questions Answered

There’s plenty of information available about how to prevent coronavirus — washing hands, social distancing, not touching your face — but less advice regarding what to do if you are contagious or sick. CDC recommendations suggest calling ahead before visiting a doctor’s office or avoiding the emergency room to limit exposure.

“This is where a TotalCare membership will be extremely helpful — providing immediate access to a team of medical experts who will answer all your questions, right from your home,” Dr. Ashley said.

TotalCare is the perfect solution for a member in Florida, who is worried about coronavirus symptoms. “My rheumatologist said, during my visit two weeks ago, if I have symptoms, don’t call her — go to the emergency room.  Now the media is a saying don’t go to the emergency room,” she said. “TotalCare will be a great option if necessary.”

Whether you’re at home, work or traveling, immediate access to telehealth services through a Global Rescue TotalCare membership is one important way travelers — and non-travelers — can get peace of mind.

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TotalCare Is Family Care

When Christina Roth's son developed a worsening skin condition on his nose, she knew it was probably something a doctor should look at. That's when she remembered her TotalCareSM membership.

Small businesses are the backbone of the U.S. economy. When it comes to health care, entrepreneurs don’t always get the best deal. The average monthly expense for family coverage ranges from $1,200 to $1,500.

In Missouri, the Roth family is one of those small business owners. Five years ago, Michael Roth left a full-time career in criminal justice to start a probation supervision service to help clients change their lives for the better.

It meant a switch from typical health care to membership in the Christian Healthcare Ministry, a nonprofit ministry where members submit medical bills for reimbursement. Depending on the program level and eligibility guidelines, expenses are shared between members and reimbursed by check.

The Roth’s augment that coverage with a Global Rescue TotalCare^SMmembership.

“The Christian Healthcare Ministry recommended Global Rescue along with it,” said Christina Roth, a mother of two.

[Related reading: TotalCare When We Needed It]

As you can imagine, the Roths are focused on preventative care to avoid unnecessary doctor appointments. But when her son, Trenton, developed a worsening skin condition on his nose — on a Friday before a long weekend, no less — Christina knew “we should probably have that looked at.”

She remembered that TotalCare offered virtual visits with a doctor and two were included with her membership.

“We had TotalCare for a year, but never used the service before,” Christina said. “Otherwise we were looking at a late-night urgent care visit.”

She called, detailed the situation and was connected to a doctor. A video appointment was a new experience for the family.

“Trenton was reluctant to talk to the doctor at first,” Christina said. “But she was so kind and her demeanor really helped him relax.”

The only difficulty was “getting good lighting so she could see what she needed,” Christina said. Once they did, “she was able to identify my son’s skin condition and prescribe a cream for him to use. She told us that if it didn’t work to let her know and we’ll try something else.”

Christina used an app to get the prescription (and save a few dollars as well).

“The process was seamless. The cream worked and she called the next day to check in,” she said. “And I did not have to make an appointment and wait for him to get into a visit.”

Would the Roths recommend TotalCare to other families?

“We have already,” Christina said.

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Coronavirus, Telehealth And the Generational Divide 

The results of the recent Global Rescue survey about telehealth and the current pandemic revealed a few surprises.

For example, respondents 71 and older were 43% less likely to use telehealth than people in their 30s. Perhaps that outcome can be attributed to the digital divide. But the survey exposed another surprise, specifically that the same group were twice as likely to break voluntary quarantine than all younger generational groups.

The survey responses are not an aberration. Older adult conduct (in general) during the pandemic is strikingly at odds with COVID-19 protocols. Reports of people 56-plus going out to bars, socializing at restaurants, going to the office, and hitting yoga class abound. NYC Mayor Bill DeBlasio, two years shy of 60, traveled 12 miles to exercise at his gym on the same day fitness facilities across the city were shutting down. 

In a recent piece for The New Yorker, journalist Michael Schulman reported his 74-year-old father and 68-year-old mother recently had a “fun dinner at the Polo Bar, in midtown Manhattan, with another couple who were old friends.” He added that the senior parents of his friends were shopping, meeting for coffee at the mall, going to church, golfing and continuing to work at the office.

These observations match a recent Harris poll showing that 77% of adults older than 65 believe they are “unlikely” to catch the virus. But the opposite is true. The Centers for Disease Control and Prevention (CDC) says older adults (65-plus) are at higher risk for severe illness related to COVID-19, adding that data shows that eight out of 10 coronavirus deaths in the U.S. are among people 65 and older.

“Whether this senior citizen behavior is founded in a lack of awareness, a form of rebelliousness, or something else – it is at odds with the social distancing, work-from-home, skip non-essential travel protocols government and medical officials have issued to stem the spread of COVID-19,” said Anna Christensen, a wilderness first aid expert, author and Global Rescue TotalCare member. “What is ironic, and perhaps tragic, is that older Americans – the demographic at the greatest statistical risk for death by the virus – are precisely the people who are the least concerned.”

The dangers for this age group elevate when you factor in their general, albeit mistaken, distrust of telehealth. According to the National Poll on Healthy Aging, nearly 7 out of 10 older adults believe the quality of telehealth care would not be as good as a face-to-face doctor visit and nearly half admitted they would have difficulty using the technology. 

The Telehealth Reality Is Different

The reality is very different. Dr. Claudia Zegans, medical director for Elite Medical Group, an organization that provides telehealth services, says physician consultations using video can assess and identify people who are sick enough to need an in-person evaluation or specific testing.

“For others, telehealth is an effective way to address whatever their current medical concern is as much as possible without ever leaving their home,” she said.

Dr. Zegans added that in this time of COVID-19 pandemic, telemedicine is incredibly useful to decrease traffic at clinics, emergency departments and urgent care centers. “This result is not only good for individual patients, but also for the entire community.”

Telehealth is vital during a health crisis, for young and old. Coronavirus is highly infectious and could overwhelm hospitals, creating shortages of beds, medicine, medical personnel, respirators and other resources.

“People are seeking out telemedicine services for coronavirus and I think telemedicine has an extraordinary value in this time, where we’re all trying to keep people out of health care facilities unless they really need to go,” Zegans said.

With a Global Rescue TotalCare^SM membership, members can access board-certified, licensed doctors for real-time video visits, right from home.

“The sooner everyone – no matter their age – taps into telehealth, the better we will manage and recover from the pandemic,” Christensen said.

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Exploring Coronavirus Myths and Facts

Sifting through travel advisories and breaking news doesn’t have to be overwhelming, so our experts help you explore common coronavirus myths.

Coronavirus has captured the world’s attention as its rapid spread has sent countries into unprecedented territory surrounding containment and safety measures.

With COVID-19 dominating headlines, it can be hard to make sense of what’s accurate. Sifting through travel advisories, symptom checkers and breaking news stories can quickly become overwhelming and even prompt anxiety.

According to Google Trends, search interest in coronavirus topics is high around the world. As the breakout spreads, Google Trends reveals people want to know how to prepare and how to protect themselves.

With so much information available, knowing what’s reliable can be hard, so we asked our experts for their advice on a few coronavirus myths to explore.

Myth 1: Isolation And Quarantine Mean The Same Thing

The two terms are interchangeable, right? Wrong.

According to the Centers for Disease Control and Prevention (CDC), the term isolation refers to the separation of a person or group of people who are reasonably believed to be infected and could potentially infect people.

The term quarantine refers to the separation of a person or group of people who are reasonably believed to have been exposed but are not yet symptomatic and may not have the virus.

Myth 2: If You Are Sick, Go To The Doctor First

If you think you have been exposed to COVID-19 or you have symptoms, the CDC recommends using a telehealth service or calling your health care provider first. According to the CDC, once you speak to a health care provider, be sure to provide information about any symptoms you might have and let them know you think you have COVID-19.

Global Rescue TotalCare^SMmembers have immediate access to board-certified, licensed doctors for real-time video consultations and treatment.

After speaking with a health care provider, they will be able to advise you on the best course of action to get you the care you need. Calling ahead also gives your health care provider the ability to take steps to ensure other patients are not at risk for getting infected or exposed.

Myth 3: Only Older People Are At Risk For Coronavirus

The CDC and the World Health Organization (WHO) note older individuals and those with certain chronic medical conditions are at higher risk of getting seriously ill from COVID-19.

Though according to WHO, people of all ages can become infected with coronavirus. Even if you’re not at high risk for serious illness from COVID-19, be sure to take steps to protect yourself and others around you. You can start by washing your hands with soap and water or using an alcohol-based sanitizer.

Myth 4: Wearing A Face Mask Will Protect You From COVID-19

According to a JAMA Network article, face masks should be used if you have symptoms of respiratory infection. Face masks should also be worn if you’re a health care worker or taking care of someone with a respiratory infection. If you do need to wear a mask, make sure you understand how to use it and which type of medical mask is right for you.

Myth 5: You Can Catch COVID-19 From Your Pet

According to WHO, there’s currently no evidence that pets such as dogs and cats have been infected or could spread the virus that causes COVID-19. To date, the CDC has not received any reports of pets or other animals becoming sick with coronavirus. The CDC does recommend avoiding contact with pets and other animals like you would with other humans if you are sick with COVID-19.

Myth 6: Antibiotics Can Treat Coronavirus

Antibiotics are effective for treating bacteria, not viruses. COVID-19 is a virus, which comes from the same family of viruses that causes severe acute respiratory syndrome (SARS) and Middle East respiratory syndrome coronavirus (MERS-CoV). Both the CDC and a recent PubMed publication state there is no specific antiviral treatment recommended for COVID-19 and no vaccine is currently available.

Concerned About Coronavirus?

As the coronavirus outbreak continues, don’t count on a slowdown in media coverage. If that seems daunting, Global Rescue can help.

Our in-house experts are closely tracking COVID-19 developments, analyzing hundreds of sources daily. To stay informed, sign up for our daily alerts to get updates delivered directly to your inbox.

Global Rescue TotalCare memberships include immediate access to a team of medical experts for real-time video consultations and treatment, including prescriptions, labs and imaging, when medically indicated, all without having to go to a hospital.

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Coronavirus: What Global Rescue Can Do

To assist our members, we've compiled a list of answers to the most frequently asked questions related to our capabilities and coronavirus.

Earthquakes, altitude sickness, civil unrest, broken bones, lost passports and so many more crises drive operations at Global Rescue.

Including COVID-19.

“Global Rescue responds when people are having, in many instances, the worst day of their lives and we do everything humanly possible to make it better,” said Dan Richards, Global Rescue CEO.

As a leading provider of travel risk and crisis management services, Global Rescue protects enterprises, governments and its members — at home, overseas, at work, on a trip, solo or with family.

Travel restrictions may delay a trip home but there are many best-in-class services that will help a member dealing with a COVID-19 medical crisis.

“Members should call us first,” said Scott Hume, vice president of operations at Global Rescue. “Every question is a good question and our medical and security experts are standing by to provide answers.”

To assist our members, below are answers to frequently asked questions related to our capabilities and coronavirus.

I Have International Travel Planned. Should I Go?

As long as you follow reputable hygiene and social distancing precautions such as those published by the Centers for Disease Control and Prevention (CDC), the odds are in your favor that you will not contract the virus. The odds are in your favor that if you contract the virus you will survive.

What Will Happen if There’s a Coronavirus Outbreak in My Destination?

Anything could happen.

Borders can close without notice. If borders close you will be stuck.

If you contract the virus while traveling you will recover in a foreign hospital. Your family is unlikely to be allowed to visit. Are you prepared mentally and financially for that?

The global coronavirus situation is constantly changing and Global Rescue’s medical, security and intelligence teams are monitoring developments 24/7/365 to provide travelers with the most accurate information. Stay informed by signing up to receive daily alerts from Global Rescue’s coronavirus report.

If I Decide To Travel, What Is the Best Way To Arrange for Medical Assistance if I Need It?

After you’ve researched your destination, choose a company that offers travel risk and crisis response services, like Global Rescue. This could range from travel insurance to a travel protection membership to telehealth services — or include all three.

Travelers should look for plans or memberships that include medical advisory and evacuation support, medical and security guidance and referral, coordination and transmission of medical records and travel assistance.

What if I Contract COVID-19 Outside of the United States?

Evacuation home if you are infected and contagious will be extremely unlikely and difficult, if not impossible.

If you contract the virus and recover, the protocol to prove you are contagion free may not be well understood at your location and may be a low priority. Again, you may be stuck.

How Can Global Rescue Help if I’m in Quarantine at Home in the United States?

The CDC has advised Americans to make arrangements for telehealth services, so they can receive medical advice even if they are unable to physically travel to a doctor.

That’s where a Global Rescue TotalCareSM membership can help. TotalCare members don’t have to risk exposure in a hospital, with access to real-time video consultations with board-certified, licensed physicians from home. Doctors can prescribe medications and order labs and or imaging in all 50 states.

What if I’m Not Permitted To Leave a Country (Cruise Ship or Other Quarantine Area) With a COVID-19 Outbreak?

Travelers are at risk of getting stuck almost anywhere, from a country to a cruise ship or an airport. Medical evacuation is not possible during a mandated quarantine period. If a member is quarantined, Global Rescue will provide medical and other advisory services, including:

Health advice to decrease symptoms and prevent complications of disease
Information and advice for caregivers to protect their health
Local/regional/governmental public health directives to advise when to seek care and testing and when to remain at home
Hospital/clinic referral and facilitation of access, as needed
Medical translation services to improve communication with medical providers and facilities
Oversight of medical care by physicians
Assistance in locating and acquiring medications and/or medical supplies
Coordination and transmission of medical records to facilitate ongoing care with other medical providers or facilities
Coordination with the U.S. Embassy

What if I Contract COVID-19 in Foreign Country and After Quarantine, Want to Return Home?

In addition to advisory-level support, Global Rescue can coordinate travel on a fee-for-service basis, provided such travel meets all public health and travel restrictions in place at the time of the event.

Qualification for tests verifying the member’s health and any time frame for quarantine will be defined by the country of origin and the local public health authorities. Once movement is allowed by law, Global Rescue can help members with travel arrangements (hotels, flights, ground transportation, etc.).

Has Global Rescue Identified Air Ambulances to Transport COVID-19 Patients?

Yes. We have these services and are prepared to deploy them. However, there are relatively few specialty isolation-equipped aircraft in the global air ambulance fleet and there could be significant wait time before access is available. These services are available on a fee-for-service basis.

What if I Need a Medical Evacuation — And My Illness or Injury Isn’t COVID-19 Related?

Global Rescue can coordinate medical transport services to local hospitals and provide support for evacuation and repatriation — if allowed by governmental public health authorities in the country of origin and destination.

If you have additional questions, Global Rescue’s member services department is available 24/7/365 to assist our members.

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Coronavirus, Telehealth And the Generational Divide 