Vital Signs - May 2008

Difficulties Navigating the Healthcare System

Local Company Helps Ease the Way

by Erin Guernsey

Where does one turn when a family member needs major surgery or is diagnosed with a terminal illness? Many families must deal with such healthcare-related questions every day. They are frequently forced to find their way through the healthcare system maze alone. It is difficult to navigate the system even when you have a clearly marked route and no distractions. It is almost impossible to find your way when your thoughts are clouded by the concern for the well-being of a loved one. One local company, London Medical Management, understands the complexities of the system, and has established a program to assist people through difficult medical situations.

London Medical Management, Inc. was established in 1989 and given its current name in November of 2006. The company was founded to serve a primary mission of patient advocacy, and is considered the concierge of modern medicine. London Medical Management’s main goal is to put the patient first and to meet his or her needs with compassion and high-quality service. “Patient advocacy clearly stands at the top,” said Jack London, president, CEO and founder of London Medical Management. “Each patient is cared for with the best services available.”

London Medical Management’s original Patient Pal program, which is a “high-level acute-crisis-management provider,” was founded in 1995, and was available only to employees whose company chose to include the program as part of a healthcare package. London Medical Management learned that many people who were unable to get the Patient Pal program through their employer were interested in having access to a similar type of service. Due to the demand from individuals, the company revised its original Patient Pal program in January of this year to include an individual family plan.

“As a former hospital administrator, I had friends and business associates who were seeking assistance with the hospitalization of family members and requesting guidance to determine the best possible physician to address a specific healthcare need. We developed Patient Pal as a result,” said London.

Patient Pal can help its members with such issues as chronic health conditions, emergencies, major surgeries, high-risk critical illnesses and catastrophic health events. When a person enrolls in the program, he or she is assigned a healthcare professional – usually a registered nurse, licensed practical nurse or certified nursing assistant – who understands the healthcare system. The Patient Pal nurse is available 24 hours a day, seven days a week to assist each member though the process of solving his or her medical problem.

The individual family plan offers three membership tiers. The tier level of a plan determines the amount of services made available to the plan member. Services include: answering questions about medical tests, treatments and medications; helping to locate assisted-living facilities or group homes and arranging an evaluation for admission; resolving errors in claim denials and/or billing; locating private duty nursing services and home-health aides; negotiating non-covered healthcare services and identifying top-notch medical facilities.

“London Medical Management, Inc. has several competitors but what sets us apart is we specialize in the area of ‘medical crisis management,’” said London.

The Patient Pal program is available to company employees and individual family members across the United States. London Medical Management’s headquarters are located in Las Vegas, and has a second office in Branson, Mo. As a way to support the local community, London Medical Management has a non-profit division called Medical Management Ministries. The Medical Management Ministries program offers Patient Pal services to churches in the communities surrounding its two offices.

Erin Guernsey
Erin Guernsey is a freelance writer based in Southern Nevada.