What should you do if you fall ill while abroad and can’t gauge how serious it is? That is precisely when santé24 comes into its own, delivering rapid guidance.
It starts, as it so often does, with a slightly scratchy throat. That’s nothing dramatic; it normally signifies that a cold is on its way. Christoph, 38, lives with his family in Switzerland. He is heading to Austria on a ski trip with his wife and two children.
He doesn’t take his symptoms very seriously at first. “Most of the time, it turns out to be nothing,” he says looking back. He can’t shake off a nagging feeling of unease, however, as he remembers a previous, more severe bout of tonsillitis.
To be on the safe side, he therefore gets an initial assessment before he leaves. He contacts santé24, SWICA’s online practice, and discusses his symptoms with its specialists. They recommend keeping a watchful eye on his condition and seeking attention again if in any doubt.
“It’s not getting any better”
During the first few days in the mountains, however, his condition deteriorates significantly. His sore throat gets worse, swallowing becomes difficult and his ears start to ache.
«At some point I realise it isn’t getting any better. Quite the reverse.” »
The situation is aggravated by the fact that he is abroad and can’t access his usual health providers. Simply popping to the doctor’s is a much bigger ask. “You think twice about what you are doing, especially if you are outside Switzerland.”
Time to act
As the symptoms mount up, so does the uncertainty. How serious is the whole thing? Is it OK to wait, or does he need medical help? Then there are some very practical questions: Where should he go? What will it cost? And what will happen to his family if he suddenly drops out of the holiday?
“I started wondering whether I should get back to Switzerland, whether I could l really leave my family here by themselves, and how the costs work while you’re in another country.
Comprehensive medical cover
Unsure whether something is harmless or you should seek medical attention? santé24, SWICA’s online practice, provides support for health issues over the phone or online. Your medical information never goes any further than santé24.
Digital tools such as TytoHome allow simple examinations to be carried out at home or on the go – for example, throat or ear inspections. The images and readings are transmitted directly to the doctors and other medical professionals at santé24, where they are expertly assessed.
This helps you to establish sooner whether it’s OK to just wait, what to do next or whether immediate action is needed. For many medical conditions, santé24 can also prescribe medication or treatments and issue sick notes.
Combining self-checks with expert support
Rather than delaying any longer, Christoph decides to contact santé24. Fortunately, he had brought his TytoHome device with him. This telemedicine device allows you to perform simple examinations yourself, such as throat or ear inspections.
The images and readings are transmitted directly via an app to the specialists at santé24 and assessed by a doctor.
Christoph takes his temperature, carries out a throat and ear examination and sends everything in for evaluation. “It was incredibly easy,” he says. “You are guided through the process step by step and you know that someone is looking at what you submit.”
A call back brings clarity
Once he has submitted his readings and booked an appointment via the app, a doctor calls Christoph back. The assessment is unambiguous: the situation is more serious than initially assumed.
The remote diagnosis is that Christoph has a visible asymmetry in the pharynx, which is a possible sign of a complication. The unequivocal recommendation is that he should go straight to an emergency clinic.
“I asked if it could wait until the following day, but he was very clear that I ought to go right away.”
“Getting a clear recommendation removed my uncertainty”
The assessment is confirmed at the nearest hospital: he has an abscess in his throat, so not just a common cold. Christoph is immediately started on a course of antibiotics and is able to return to his holiday accommodation after his initial treatment. A hospital stay might also have been possible.
Everything runs smoothly from an organisational angle too: The arrangements for covering the costs are sorted out behind the scenes, meaning that Christoph doesn’t have to deal with any invoices or admin. Looking back, what made the difference for him was the combination of a quick assessment and clear instructions.
«What helped me the most was getting the clear advice to go straight to hospital. That removed my uncertainty.»
Why moments like these matter so much
Stories like Christoph’s show how valuable services like santé24 can be. Today Christoph says, “I’m always reluctant to go to the doctor right away. But in that moment I realised how important it is to take yourself seriously and have someone to tell you what the right thing to do is there and then.”
