Could you provide a brief overview of International SOS’ offering to the mining industry?

JT: International SOS assists our clients in managing any health, wellbeing and security issues that might arise with international business travelers or overseas operations. We support approximately 900 remote locations and 300 offshore locations where we have medical staff providing clinical oversight.  The company also has 26 assistance centers and approximately 11,000 employees, of which 5,200 are medical professionals. We provide first contact assistance, medical regional reviews and ongoing recommendations, onsite medical services, clinical oversight and assistance. Our assistance is set up so that any member running into trouble can contact us and we can assist them with everything from providing advice or referrals right through to a medical evacuation.

MW: International SOS has been operating for approximately 35 years. We are a global company, which is a huge asset, and we also pride ourselves in having deep local knowledge in the areas we operate in. Within the mining industry, the health and safety of employees is paramount, and companies need to do as much as they can to ensure that they reduce risks to keep operations on track. We will advise mining companies at very early stages, before they put people on the ground. Our processes are driven through advice and consultation, addressing the need to prepare for potential risks and carry out due diligence in specific environments.

Our reputation is built around our evacuation capabilities, but we have a very strong focus on prevention. We spent approximately 12,000 hours per year on medical evacuations, but that is still only 3% of our entire business. A significant amount of our work revolves around pre-medical advice to mitigate incidents.     

What are the differences in operating across developed and developing markets? 

MW: In developed countries, there is usually well-established public health infrastructure as opposed to some developing countries where there can be a need for support on the ground. In developed markets, our work would revolve more around advisory in terms of on-the-ground scoping of medical infrastructure to ensure that a company is meeting their obligations with regards to health and safety.

Could you elaborate on International SOS’ work in the DRC, particularly with regards to the recent Ebola outbreak?

MW: Ebola is an ongoing risk in the DRC – this is the 10^th outbreak on record, and the largest in the country. We monitor the situation and keep our clients updated with latest developments through our information website, alerts and webinars. We have advised on how to manage the risk and helped them create plans to prepare for and respond to outbreaks of Ebola. We’ve created and delivered extensive education materials, which have been shared widely and translated into dozens of languages.

We’ve also been involved with a partnership to pilot Emerging Infectious Disease Risk tools and support health incident planning for DRC mining operations, as part of the Chatham House infectious disease risk assessment and management (IDRAM) initiative.

Given the remoteness of mining operations, what is the significance of the mining industry for International SOS?

MW: One of International SOS’ strengths is that we are specialized in remote support. The company is ISO 13131 certified, which is an accreditation for telehealth. We thus do not only offer medical staff on site, but also tele-support such as assistance lines and low bandwidth solutions where a remote medic can have tele-conversations with a doctor off site. This feeds into a global knowledge base, which we can then turn to. We can record statistics that will allow us to provide an industry snapshot, which can help mining companies form their risk mitigation strategies in specific regions.

JT: Our medical staff is comprised of full-time employees, and we have specialists in many fields that can lend advice remotely. The technology that International SOS uses is a one core platform, which means that our entire network is connected. On remote sites, we have diagnostic machines that the medic will hook up to the patient and the machine will transmit information straight onto the platform so that a doctor can view the information in live time and make adequate recommendations on the spot.

Does International SOS’ offering, know-how and expertise trickle down to the local communities? 

MW: International SOS has had the pleasure to advise local mining companies around social responsibility issues. We aim not only to lift the standards of clinics, but also to give back to the community. We will assist in training local people to give medical assistance on mining sites.

JT: Our medics will provide training in the local villages to empower the community. Some of our clients have set up a separate clinic, or opened up the on-site clinic for the public so that the entire community has access to medical professionals. It is really rewarding to see communities become empowered, and it is really about a hand-up rather than a handout.  

What is International SOS’ value proposition to the industry and how would the company like to be perceived?

MW: International SOS has the knowledge and expertise to assist companies in making their working environment as safe as possible. We are a global company with in-depth local knowledge. We have medical professionals in various fields and can provide accurate and up-to-date information to our clients in any situation.  

JT: International SOS is the world’s leading medical and security company. Our mantra is “global reach, human touch.” The company has a strong corporate view and many clients rely on our services; it is the value-added services that we provide that sets us apart.