Medical evacuation - a first hand experience

[S/V Odyssey]

My husband and I were traveling on the Volendam trans-Pacific Asia cruise Seattle to Hong Kong when my husband had a medical problem that required us to leave the ship in Shanghai. Fortunately we were able to leave from a port and did not require special travel arrangements. The ship’s crew were wonderful and they did everything possible to make a difficult situation as smooth as possible for us. Below is a first hand account of our experience.
While enjoying lunch in the dining room with friends on the second sea day on our way from Xingang to Shanghai, my husband experienced a vision problem in his left eye. He previously had a retinal tear so he was well aware of possible cause of the symptoms he was experiencing. That afternoon we visited the ship’s nurse and later the doctor, conclusion was that we should see an ophthalmologist in Shanghai. The ship’s medical department e-mailed to the ship’s agent in Shanghai requesting an appointment with an English speaking ophthalmologist for the next day. Later that evening we received a phone call from the medical staff confirming an appointment for the next morning in Shanghai. We were to meet first with the medical staff and then would be picked up at the dock by the port agent and escorted to a hospital in Shanghai for our appointment. The medical staff clearly explained the procedure to us and made us fully aware of the costs and payment methods. At 9:30 the next morning a car and driver met us on the dock and took us to the Shanghai First People’s Hospital International Medical Department.
At the hospital the representative of the port agent escorted us through the crowds to the proper department and to an English speaking nurse. We went to the head of the queue and saw an English speaking doctor. The hospital was very crowded with what appeared to be limited equipment and facilities but the staff impressed us as knowledgeable and competent. After an examination and a test, the doctor concluded that indeed there was a retinal hole and hemorrhaging within the eye. They could repair the damage to the eye but we would need to stay 7-10 in Shanghai, as the repair could not be done until the eye fluid had cleared from the bleeding. We asked about flying home and the doctor said that we be an option for us. At this point we decided to head home. The hospital gave us Chinese medicine to curtail the bleeding and a written statement in English with the diagnosis. During the entire time at the hospital we were always accompanied by an English speaking staff member and received prompt courteous service. We were required to pay for services at the hospital, costs were very reasonable and they did accept our credit card. The representative of the port agent was waiting for us and drove us back to the ship.
Although we have been on many cruises, this was the first time we had purchased the premium travel interruption insurance and the air package from the cruise line. Upon our return to the ship we went directly to the medical department to report our findings and decision. The wheels began turning. The medical department started the paperwork for us to leave the ship, notified the insurance company of a pending claim, and made the front desk aware of our need to travel arrangements. The front desk sent a message to Seattle requesting air arrangements for us. We returned to our cabin and began leisurely packing expecting we would leaving the ship the next day. In no time at all we received a call from the front desk with the information that we could fly out at 4:30 that day. Once we made the decision to return home we were anxious to get underway so although it would be a rush, we said OK let’s go. We did need to pay for the new air tickets with the expectation that we would later be reimbursed from our insurance. I learned that I could pack up a month’s worth of stuff in 30 minutes. The ship offered any help I wanted, unfortunately I didn’t think anyone could really pack for me. The front desk did arrange help with our luggage and ordered a car to pick us up at the dock for transit to the airport. The front desk staff came to our cabin with our passports, final ship expense statement, and other necessary information. They escorted us off the ship, took care of the immigration officials, and stayed with us until we were underway. Could not have asked for anything more, the Volendam staff was WONDERFUL!!
We made it home without any problems, other than extreme jet lag. After a few hours sleep, my husband was able to see his retinal specialist who confirmed the Chinese doctor’s diagnosis. The US doctor also agreed that the eye could not be treated with the laser due to the amount of bleeding and cloudiness of the eye fluid. He, however, did have an alternative treatment that he did perform.
We were lucky in that our medical problem was not as severe as many and did not require special transportation. However, our experience demonstrated the preparedness and professionalism of HAL in handling emergency situations. We could not be more satisfied with the treatment we received from HAL.
We are in process of filing for reimbursement from the travel insurance. So how that part of the process works we do not yet know.

[jmps]

Wow. All of this was handled so well by Hal (and you!). I had one small claim for a medical visit once and Travelex handled it VERY quickly. I hope the HAL insurance goes thru quickly as well. I hope your husband recovers fully soon.

[Sage]

Thank you for sharing this information with all of us here. I'm glad that you arrived safely home and I hope all is well now. Yes, it is amazing how wonderful the staff is when there is an emergency. The Volendam has a very caring and wonderful staff and crew.

[Mary Ellen]

This is an example of how HAL's experience really shines. I'm glad everything went well for you (considering the circumstances).

[Druke I]

Sounds like it was all handled very well.

[doublebzz]

I recently sailed a from LA to Ft Lauderdale on a 15 day transcanal cruise where there were 9 medical evacuations which, from what I heard, were all handled well by HAL. Another source of comfort is that HAL's passenger doctors must be board certified (U.S. or Canada) in emergency medicine.

[sail7seas]

So very sorry this happened to your husband and you and hope he has had successful treatment and will recover fine.

I really thank you for taking the time to share your story with us as it is comforting to know the help available from HAL staff/crew when it is needed most.

I also thank you for sharing in order for crews to be recognized and honored for these so critical things they do for their guests. Too often we hear the complaints but not nearly enough do we hear the praise.

This so shows the professionalism and compassion those of us who sail HAL know their crews are so sterling at. This is HAL doing what HAL does best..... taking care of their guests.

Thank you for this wonderful post.

[vb,cruisers]

I also was a medical evacuation from a HAL ship, and it was handled Very well. Funny part, 2 years later I met the ship's Captain at a cocktail party, and he remembered the incident! Also, ran into the ship's doctor on another cruise, and was remembered. Wish my memory was as good as their's!

[ziggypup]

Great story. If that were Royal Caribbean they would have just dumped you off at the pier and wished you good luck.

[sail7seas]

Originally Posted by ziggypup

Great story. If that were Royal Caribbean they would have just dumped you off at the pier and wished you good luck.

Are you serious? They do not assist guests in these kind of circumstances? That's something potential RCL cruisers need to know IMO

Anyone of us can become ill or have an accident at any time.

[brucory]

Just wanted to say thanks for sharing your experience. The possibility of requiring medical treatment is always at the back of mind when we travel and there are so many "what ifs" etc.

It is reassuring that this was managed so well for you.

[FoxyTerrier]

Thanks for sharing what had to be a very scary situation. I hope your husband is continuning to recover successfully.

When you know about the insursance process can you please update this thread.

[ziggypup]

Originally Posted by sail7seas

Are you serious? They do not assist guests in these kind of circumstances? That's something potential RCL cruisers need to know IMO

Anyone of us can become ill or have an accident at any time.

Yes, I am serious. Don't get me wrong. They will assist you, but not anywhere close to the level that the poster described. I've only cruised on RCI, so I feel qualified to comment on them. After 7 cruises with them, I'd say I am done. I'm not saying that I will never cruise with them again. But pretty much everything from A to Z has declined over the past few years. So until they get their act together, I am going to try H.A.L.

[Mpowered]

Thank you so much for sharing your story. I just had a retinal bleed on Monday, so your post was very interesting to me. Having potential for other medical problems, as well, it's comforting to me to know that I can count on HAL. And we do buy the insurance! Thanks again, and my best wishes to your husband for continued eye health.

Joan

[IRL_Joanie]

It is great to hear that all went so well!! And great to hear.

Thank you for the medical evac review you've done. I know that it eases a great many of our minds.

I hope your hubby is on the way to a full recovery!!

Joanie

[wander]

Sorry to hear of your problem but happy to hear of the great help you got from HAL.

I had an onboard friend with a cabin sharing brother who died on the ship while we were in Asia. HAL was equally wonderful to her, I could not believe how wonderful they were. Glad to hear they are still so helpful.

[popcruisers]

Having had 2 retinal detachments in the past, I can understand the urgency - blindness can result if treatment is not received immediately. The first thing I do every morning is open my eyes and look around the room - no dark spots or major floaters means an excellent day is in store!

[momofmeg]

Originally Posted by Mpowered

Thank you so much for sharing your story. I just had a retinal bleed on Monday, so your post was very interesting to me. Having potential for other medical problems, as well, it's comforting to me to know that I can count on HAL. And we do buy the insurance! Thanks again, and my best wishes to your husband for continued eye health.

Joan

Joan, you have diabetes?

I have retinophy also. We make sure we buy insurance always, for more reasons than this. Mainly because, we are both over 50 and any number of things are more of a possibly of happening to us. My eyes are still in stage 1, but this IS is comforting to know.

[Mpowered]

Originally Posted by momofmeg

Joan, you have diabetes?

I have retinophy also. We make sure we buy insurance always, for more reasons than this. Mainly because, we are both over 50 and any number of things are more of a possibly of happening to us. My eyes are still in stage 1, but this IS is comforting to know.

Hi, momofmeg, my soon-to-be shipmate.

No, I don't have diabetes. But I did have type 1 diabetes for 27 years. Then I had a kidney-pancreas transplant (Nov. 30, 1998). I went into the ER with failing kidneys and diabetes, came out with two new organs and no kidney failure or diabetes.

And guess what! I did NOT have a retinal bleed recently. I had a vitreous bleed. At least it was a mild one. The retina specialist said it should clear up on its own and probably wouldn't happen again. He said my laser surgery for retinopathy still looks "beautiful" and that I am not having problems with that. The vitreous thins as we, ahem, age, and it pulls away from the retina a bit. That's what happened, and a blood vessel was involved, and therefore the blood in my field of vision. It's clearing up, and I hope to have my normal vision back by cruise time.

We buy the insurance, too. We are both 54. I have 27 years of diabetes behind me, plus the transplant and ovarian cancer. My parents are 78 and 81. They are doing well, but we see lots of "opportunities" and will always get the insurance.

Whew! Sorry this is so long. Looking forward to meeting you! And I hope your eyes stay at stage 1.

Joan

[momofmeg]

Originally Posted by Mpowered

Hi, momofmeg, my soon-to-be shipmate.

No, I don't have diabetes. But I did have type 1 diabetes for 27 years. Then I had a kidney-pancreas transplant (Nov. 30, 1998). I went into the ER with failing kidneys and diabetes, came out with two new organs and no kidney failure or diabetes.

And guess what! I did NOT have a retinal bleed recently. I had a vitreous bleed. At least it was a mild one. The retina specialist said it should clear up on its own and probably wouldn't happen again. He said my laser surgery for retinopathy still looks "beautiful" and that I am not having problems with that. The vitreous thins as we, ahem, age, and it pulls away from the retina a bit. That's what happened, and a blood vessel was involved, and therefore the blood in my field of vision. It's clearing up, and I hope to have my normal vision back by cruise time.

We buy the insurance, too. We are both 54. I have 27 years of diabetes behind me, plus the transplant and ovarian cancer. My parents are 78 and 81. They are doing well, but we see lots of "opportunities" and will always get the insurance.

Whew! Sorry this is so long. Looking forward to meeting you! And I hope your eyes stay at stage 1.

Joan

Joan, my kidneys are starting to go too. I have type 2, but for over 18 years now, and for the first 10 years I did not take care of myself, as I should have. I do now, but it is a "day late and a dollar short," so to speak.

My mom had type 2, but she was diagnosed at 16 years old-she never ah kidney trouble, but her eyes had all the diabetic eye problems, she had surgery for retinophy and cataracts when she was younger than me, her early 50's, and she also had glaucoma.

Heart disease killed her at 71, which was attributed to the diabetes,also.