First Call: Benefits All Round

Since the introduction of North’s First Call Scheme, which was set up in 2012, in collaboration with Hudson Tactix and Shuman Consulting Services in the United States, the number of calls made by Members, or more usually the Master of a vessel, continues to increase. Masters particularly appreciate the ease of access to First Call services which is available on a 24/7 basis. The majority  of crew claims recorded by the Club in the United States are now notified through the First Call scheme.

Benefits to Members and Seafarers Alike

First Call provides benefits to both Members and seafarers alike, by reducing costs whilst at the same time ensuring that the seafarer receives the best possible medical treatment in the United States. First Call is now well established with many of our Members, a number of whom use our First Call partners to deal with claims on non-North entered vessels on the same basis as First Call.

Following an analysis to date of First Call claims, savings against medical invoices have ranged from 20% to as much as 85%. Ov r 95% of crew seeking medical assistance through First Call are returned to the vessel with medication or reassurance. Where follow up consultations are recommended by a local doctor, our First Call partners are able to arrange for the seafarer to be re-examined at the vessel’s next port of call in the United States. In this way costs to the Member are greatly reduced and unnecessary hospital stays are minimised.

Advantages of Early Notification

The focus of First Call has always been to ensure that the seafarer receives not only prompt treatment but also receives appropriate medical care from local facilities which are usually experienced in dealing with seafarers.

As Masters have become more familiar with First Call, we are also finding that requests for assistance are received in advance of a vessel’s arrival at the port. The advantage of early notification of requests for medical treatment ensures that our First Call partners are able to arrange transportation for the seafarer and that the local medical facility can be made aware of the crew member’s symptoms prior to his arrival so that the correct services are available at the medical facility and thus cut down waiting times.

Apart from the co-ordinated arrangements made between the agents, our First Call partners and the treating clinic, which a seafarer can expect from our First Call Scheme, seafarers who are returned to the vessel fit for duty are able to complete their contract and so continue to earn their full salary. Delays obtaining treatment can sometimes mean a seafarer who is fit for duty may have to be repatriated because the vessel has left port. This may be particularly important for officers working towards higher certification which requires them to evidence their sea-time. An officer repatriated who is otherwise fit for duty must arrange further sea time in order to gain his certificates.

In a small number of cases it will be necessary for further tests to be carried out in order to determine a diagnosis. In such cases, the treating doctor will usually recommend that the seafarer is admitted to a local hospital and in these cases, First Call will continue to monitor the case to ensure that following discharge from hospital, expenses are negotiated and invoice reductions are maximised.

Once a diagnosis has been provided, the crew member will either re-join the vessel if appropriate and where he is fit to do so, or alternatively the usual arrangements will be made for his treatment or repatriation.

First Call has been of benefit to both Members and seafarers so if you are calling to the USA, please make your Masters and crew aware of the service. To assist North has produced a First Call map, which is also available as a magnetic A5 mat for the bridge. To request a map or for any other information regarding First Call, please contact John Webb (john.webb@nepia.com) or David Rearden (david.rearden@nepia.com).

Information on First Call is also available on our website at www.nepia.com/correspondents/first-call/