A day in the life... of nurse Sarah Kong

HL: Can you give us an overview of the services you provide as a nurse at International SOS?

I joined International SOS three years ago and my role is to look after the American military and their family members across Europe, Africa and western Asia. I work alongside around 30 nurses in our London office, where we manage all medical assessments remotely over the phone. Speaking with a medical professional from a similar background is so important for clients who are working or travelling in an unfamiliar environment, and helps them overcome potential communication and cultural barriers to receive the same high quality healthcare assessment they expect back home.  

Compared with my previous work in hospital settings, I now work with a much wider spectrum of medical scenarios and face new challenges every day. The variable level of healthcare facilities available in foreign countries can make matters much more complex. Thankfully we have a strong global network of healthcare providers that we can connect with in many areas, and these partners can update us on our clients’ wellbeing when additional care is needed. We have 24/7 access to a Senior Medical Director to assist us with more complicated situations. I always feel 100% supported.

HL: What unique skillset do you need to perform this role?

As a nurse working remotely, my main challenge is to provide a thorough assessment using only conversation to understand the patient’s condition. I don’t have any visual cues, so I have to think on my feet and gather crucial information from the patient or their representative on the other end of the phone. We’re always thinking about the best next step for the patient, whether that’s a local face-to-face assessment with an expert or urgent evacuation.

Sometimes the symptoms are very straightforward and we can advise on the best course of action without making any further referrals. This saves time for patients and ensures medical professionals on the ground are available to deal with more pressing medical emergencies. For us the most important thing to remember is that the client’s reason for calling is their utmost priority at that moment in their lives. Having a good listening ear and responding sensitively has a big impact on the way they feel during and after a call.

HL: Can you take us through the process of dealing with a new case?

We must also consider whether the patient is well enough for any upcoming travel, as it may be better to wait until their symptoms pass before travelling. Our expertise in this area is particularly important, especially as someone suffering with an ear or sinus infection is advised to postpone travel to prevent any serious pain or even rupturing of the eardrum due to pressure changes in a commercial aircraft.  

HL: Do you receive further training to stay abreast of medical developments?

Outside of work, there are other ways to develop our careers. The managers are very flexible and accommodating of training and academic development that relates to our roles. International SOS recently supported me as I completed a five-month Diploma in Tropical Nursing, during which I wrote a report soon to be published by The British Global and Travel Health Association. These successes help to emphasise how talented our team is, and remind me how proud I am of the work we do.

HL: That’s fantastic, congratulations. How will your diploma help you achieve more in your current role?

For personnel who are deployed overseas and cover vast areas in a relatively short space of time, for example, there’s a chance they won’t develop symptoms until they arrive in a non-tropical country. Being able to identify possible exposure to a tropical disease from a client’s recent travel history can definitely help us make more informed medical recommendations.

HL: Do you recall any cases that highlight your value to International SOS clients?

HL: Finally, what do you like most about your job?

The most important thing to remember is that the client’s reason for calling is their utmost priority at that moment in their lives. Having a good listening ear and responding sensitively has a big impact on the way they feel during and after a call.