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FIRST CLINIC Pioneering a new service culture Dr Inggriani Gandha joined AEA International, now International SOS, in 1985. She was part of the team that opened the first clinic in Jakarta. DR INGGRIANI Gandha (known locally as Dr Inge) trained as a doctor in Indonesia. She spent 11 years in Germany, studying in Aachen and specializing in gynecology. In 1983, she returned to Indonesia and joined AEA International (now International SOS). In 1985 she was part of the team that opened the first clinic, in Jakarta. First beginnings “We set up the first clinic in 1985 in Jakarta because we needed a place where patients could be stabilized before being evacuated”, Dr Inge explains. “At that time, there were 24-hour clinics in the city, but they were staffed by operations people who would ring a doctor only if they decided it was necessary. With around 31,000 doctors and a population of 180 million in Indonesia, getting to see a doctor could be difficult. Ours was the first clinic to offer direct access to a full clinical team, around the clock.” As well as delivering primary healthcare services to expatriates and their families, the clinic pioneered emergency care to patients before they were evacuated, often to hospitals in Singapore. “We have always been strong on our emergency response capabilities. Back when we first started, the type of service we offered was virtually unheard of in Indonesia.” Changing the culture As well as pioneering new services, the clinic was forging a new, more serviceoriented culture among healthcare professionals. Dr Pascal Rey-Herme recruited and trained a team of local doctors to work at the clinic. “What Dr Rey-Herme emphasized right from the start was that the patient was at the center of any decision that was made”, says Dr Inge. For her, this was perhaps the most important aspect of the clinic at that time. “We were teaching our doctors to see their patients as customers. This was a very different ethos for clinical services in Jarkarta – and is still the foundation of every International SOS clinic today.” Growth and change As the years passed, the number of clients and members visiting the clinic grew steadily. “At the first clinic we saw around 900 expatriate patients and the numbers just went up. By 1991 we needed new premises to accommodate our growing client base and we opened our second clinic – where we’re still based today.” Increasingly the client base grew to include local people as well as expatriates and eventually the balance tipped. “These days we see around 6,500-7,000 patients every month”, says Dr Inge, “With around 60% of them coming from the local population”. The clinic today Today’s busy clinic has around 300 staff, including 40 doctors on site. “We see patients of all ages, and many of the children at the International School in Jakarta come to us”, says Dr Inge. The range of services has expanded over time to include a dental practice, a pediatric practice, a diabetic clinic, a well-woman clinic and a weight-control Establishing services Opening the new clinic was fraught with practical difficulties and challenges. “We struggled even to get a telephone line installed,” she remembers. After just a few months, and with a small medical and operations team in place, the clinic opened its doors. “In the early days, a large proportion of our clients were international oil and mining companies”, says Dr Inge. “They came to us because they knew their people would get access to international standards and procedures they recognized.” 12 INTERNATIONAL SOS
FIRST CLINIC Reception of the International SOS clinic in Jakarta clinic. “We also do a lot of medical check-ups for companies as part of their employee healthcare programs. Of course the percentage of emergency cases is small – but we provide dedicated intensive care,” she says. “Our clients today still value international medical training and standards. While English language capabilities are critical, the spectrum of nationalities among our staff is wide, including Australian, South African, American, Malaysian, Philippine, French, German and British.” International standards During her career, Dr Inge has traveled extensively and gained experience of “Dr Rey-Herme emphasized right from the start that the patient was at the center of any decision that was made” DR INGE, INTERNATIONAL SOS healthcare services on every continent. She speaks six different languages and understands cultural differences in the delivery of healthcare around the world. “My time in Germany was instructive in terms of getting experience of international standards”, she says. “I’ve learned about the differences in emphasis and expectation in different countries. And of course sometimes you have to adjust your approach to your environment. But international standards of medical care are essentially the same everywhere – and that’s what we are here to provide. Whether you’re in Moscow or Beijing, the standard of care you’ll receive is the same.” ■ INTERNATIONAL SOS clinics operate in countries where medical care of an international standard is unavailable, or where cultural and language barriers make it difficult to receive appropriate care. Each clinic offers primary care, diagnostic care and 24/7 emergency care. Services include family practice consultations, pediatrics, ophthalmology and occupational health programs. Clinics are well equipped with the facilities needed to stabilize a critically ill or injured person before evacuation. Many clinics have international-standard pharmacies, laboratory services and diagnostic services. Many are also equipped to offer x-ray and ultrasound tests, dentistry, physical therapy and counseling. There are 24 International SOS clinics worldwide in the following locations: Angola: Gamek Ilha Azerbaijan: Baku Cambodia: Phnom Penh Chad: N’Djamena China: Beijing Nanjing Shekou Tianjin Indonesia: Jakarta (2) Bali Kazakhstan: Almaty Atyrau Mongolia: Ulaanbaatar Myanmar: Yangon Nigeria: Lagos Port Harcourt Warri Russia: Moscow Yuzhno-Sakhalin Vietnam: Hanoi Ho Chi Minh City Vung Tau HOTLINE - ANNIVERSARY EDITION 13
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