SURJEN.COM

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FAQ

SURJEN is an online platform for healthcare providers and consumers. It acts as a bridge between the two that simply aggregates healthcare services from different providers, gives them visibility and readily connects users. While the users benefit seamless lab-use experience and other value-adds like home pickup of samples along with discounted costings for various Lab tests.

How does it work?

• Users have to register on SURJEN.COM

• After registration they can simply select among listed test/panels and read briefly what the test is all about.

• Then proceed to select the Laboratory of your choice given among the list.

• You can click the laboratory of your choice to initiate payment through using card or bank transfer.

• Post payment you will receive a call from our call centre to schedule for the sample pickup from your office or home.

• Our professional phlebotomist rides to your location for sample collection.

• After sample collection, the sample is sent to your chosen laboratory.

• Once the test is done (depends upon Turn-Around-Time (TAT)) a result will be generated and sent to your SURJEN account.

• You can check and download your report from the dashboard.

Is Surjen simply a test booking platform?

Yes, but not limited to booking platform. The laboratories benefit additional visibility and client sourcing opportunity from Surjen, while the users on their part also enjoy seamless Lab use experience, with no delays. And also enjoy other value added benefits such as anywhere access to their test reports,

Can I book my tests online?

Yes. You can book lab tests online by selecting the tests or package that you want & paying through your bank or card. However for radiology and some specific swab tests you need to visit the diagnostic centre as they cannot be performed at your home or office.  

Will the samples be collected from home?

Yes. Our expert phlebotomist will come to your home and collect your sample at a time scheduled by you.

Is a doctor’s prescription needed to avail the testing service?

No. You don’t need a doctor’s prescription for booking a lab test at Surjen.

How soon will I get reports?

Your results depends upon the turn-around-time (TAT) of individual tests. As soon as the report is generated it will be uploded to your account, where you can see and download.

What if any of my tests are cancelled?

If your test has been cancelled due to integrity of the sample we will call you back for recollection of samples. 

How do I download my lab test report?

You can download your test report from your account dashboard.

What is the procedure to reschedule or cancel my sample collection?

If you want to reschedule / cancel your order, you will have to call +234 80 8111 1121 and our customer care personnel will help you with the same. You can also write to us at care@surjen.com.

What if I am at work, Do you collect samples even at my workplace?

Surjen's trained phlebotomists can collect samples even from your workplace as we understand that urgent needs can come in at any time. Surjen aims at empowering the patients for timely and accurate diagnosis of themselves. However, this primarily depends on the type of lab test you have opted for.

Is there any charge for sample collection?

No. We do not charge you for sample collection. 

Where is Surjen lab located?

Surjen is neither a laboratory nor does it own one. Surjen is simply an ecosystem builder that plugs diagnostic laboratory to the tech revolution, making diagnostic services accessible to the populace as close as on their mobile devices. However our office address is as stated in our contact us section of our website.

How do I know that tests from Surjen are accurate?

Surjen partnered labs are registered by Local Area Councils and Medical Laboratory Science Council of Nigeria (MLSCN). All the labs follow stipulated External and Internal Quality Assurance guidelines set by these agencies. We emphasize on quality of reporting in the highest regard by getting all your samples reviewed by registered Pathologists and Biochemists.

Are your test samples collected by a Phlebotomist?

Yes. Your test samples will be collected by our team of government regsitered phlebotomists who have been given medical level training during their certificate course on how to use universally recommended safe ways of collecting lab samples for testing purposes.

What does Surjen do?

Surjen is an online marketplace for healthcare. We partner with trusted local providers to offer quality healthcare at upfront, fair prices. The procedure costs listed are bundled to include related fees so you only pay one inclusive price with no surprise bills after your Treatment.

How does pricing work?

Surjen pre-negotiates bundled pricing with our network of providers. We are able to offer significant savings because payment is made in full upfront. Each price includes all services typically associated with each procedure. Please review the procedure description carefully to find out exactly what is included in the procedure price. Based upon your individual care needs, your provider may request additional services, which will be billed separately.

How much will I save?

On average, patients paying out-of-pocket through Surjen save between 10% - 30% off of the national average cost. Providers join our network so they reach new patients through our site - people like you. They're willing to offer better prices since you pay upfront before your Treatment.

Who can use Surjen?

Surjen is available to anyone paying out-of-pocket and looking to save money on healthcare.

Is Surjen an insurance company?

Surjen is not an insurance company. Surjen is an online healthcare platform where you compare local prices, save money and order for your treatment procedure — all in one place. All Surjen procedures purchase are prepaid. 

What's in it for providers?

Providers join our network so they reach new patients through our site - people like you. They’re willing to offer better prices. 

How do you evaluate quality of care?

We work with large health systems to leverage their quality review processes and standards of care. We make every effort possible to ensure that you receive the highest quality of care from our providers.

How do I find a procedure?

Find a specific procedure via the search tool on our homepage.

What if I don’t know the name of my procedure or can’t find it?

If you cannot find your procedure in a search above the page title, you will see categories, that can help you narrow down your search.  Our care specialists are available to help Monday - Friday, 9am - 5pm at +234 80 8111 1121. Feel free to call for help finding procedures, or to ask about a procedure you need that is not yet available on the site. Our team may be able to add that procedure to our offerings.

What if I cannot find my favourite facility?

If you can't find your choice of facility then you can call our call centre number +234 80 8111 1121 between Monday - Friday, 9am - 5pm where our care specialist will guide you accordingly.

What are the risks and possible complications of having a surgery?

Surgery always carries some risks, so it is important to weigh the benefits against the risks before surgery. Read up from the surgery area about possible complications and possible side effects that could follow the procedure. 

What does the price of a procedure include?

Surjen procedures are bundled with related fees so you only have to pay one upfront price. For more information feel free to call on +234 80 8111 1121.

What is Medical Tourism?

Medical Tourism is the globalization phenomenon where people who live in one country travel to another country to receive medical, dental, and/or surgical care. Medical travelers often engage in medical tourism to save money and access more specialized quality of care.

Why are Patients Traveling Internationally for Medical Tourism?

Patients are traveling because of the high quality of healthcare, affordability, access of care or better availability

Who is a medical tourism facilitator?

A Medical Tourism Facilitator or “healthcare facilitator” is an independent company or individual who helps coordinates a patient's trip to another country for medical care. The purpose is to function as an intermediary or liaison between patients and medical care providers. Typically, medical tourism facilitators serve to educate potential patients about the various medical facilities and physicians. They also manage the flow of information and coordination of services between patients and providers. 

Can I take a family member/friend/ companion with me when I am traveling?

Yes, you can. And we encourage you to do it! Some patients travel with a care companion, often with a family member. Remember that Surjen will be available throughout your medical journey. When we discuss specifics of your travel and cost, this is factored into your personalized medical travel plan.

Language barriers/ translation problems

The department heads, main physicians, and nurses speak fluent English. If you prefer a language other than English, we will work to arrange a translator. Remember that we also offer local guides and on-site concierge staff to help you.

Services

Visa Assistance in Nigeria and the country of Treatment

Tickets booking in Nigeria and the country of Treatment

Complimentary airport pick up/drop in a Car in the country of Treatment

Sofa cum bed is provided for the companion during hospital stay

Payment can be done by cash/credit card/Wire Transfer

Individual patient attention by the Guest Assistants like Registration, verification of passport and VISA, signing of the consent forms and so on.

What are examples of a medical emergency?

Suspected heart attack – may include chest discomfort or pressure; suspected stroke – sudden onset of numbness or weakness of the face, arm or leg, confusion, trouble speaking, understanding or walking, severe headache with no known cause; unconscious or fainting – for any reason; severe bleeding – even if bleeding has stopped; allergic reaction or asthma attack; traumatic injuries; and severe pain

Which ambulance to select?

Please go to our ambulances page to find out more about different types of ambulances before booking. Post booking details can be communicated with qualified professionals on duty to make sure the closest appropriate ambulance is dispatched for medical transport. 

Will the ambulance take me to the hospital of my choice?

Users can choose any Hospital or drop off location.

What are the qualifications of the staff on the ambulance?

Our quality ambulance service partners provide certified drivers and qualified attendants, or paramedics

How does Surjen establish rates?

Surjen rates are in-line with our partners fare chart distribution. Ambulance service provider fees typically include a base charge for the transport, a mileage fee and charges for procedures, supplies or medications administered.

Do I need to pay upfront to book the Ambulance?

Yes, you have to pay upfront through Surjen's website payment process.

Will I be charged if I cancel a request for an ambulance before being picked up?

You will be charged 100% of the booking amount for the cancellation of ambulance.

How do I sign in if I can’t remember my password?

To reset your password:

  1. Open the sign-in window from the upper-right corner of the site.
  2. Click on the Forgot? link.
  3. Enter your email in the box provided.
  4. Check your email for a password reset link. This link will only be valid for 30 minutes.
  5. Follow the instructions in the email to reset your password.

How do I sign in if I can’t remember my email?

Please call our support team at +234 80 8111 1121 and we will provide you with the correct email address associated with your surjen account.

How do I change the email or password on my account?

To change your account email or password:

  1. Log in to your surjen account.
  2. Click the Edit Details link, next to Personal and Account Information.
  3. Change your email address or password on the following page.
  4. Press the Save button at the bottom of the page to confirm your changes.

Can I still sign in to my account if I’ve forgotten my password and no longer have access to my old email address?

Yes, but you will have to call our support team at +234 80 8111 1121 and we can change the email address and password associated with your surjen account. Our care specialists are available to help you Monday - Friday, from 9am - 5pm.

Can payment arrangements be made?

Services such as Laboratory tests, Radiodiagnosis, Ambulance services are to be paid upfront through the website. Surgery packages and Medical Toursim packages our care specialists will guide you after receiving your queries through a phone call. 

How do I change my address with Surgen?

You can change your address by just editing it while check out.

Does Surjen share my information?

Absolutely not! surjen will not sell or release your information to any insurance, pharmaceutical, or research company. We value your security and privacy. We will only share your medical history, age and sex with the hospitals in Nigeria and aborad for receiving the cost quotations to be send back to you. Medical history, age and sex is required by the hospitals to ascertain your treatment options. Your physical address, email I'D and Mobile phone will not be shared with the hospital without your permisssion.

What are Surjen’s key values

Access, transparency, quality, privacy, and choice.  Surjen gives you access to the care you need with upfront pricing bringing transparency back to the healthcare system through quality providers in a private environment that lets you choose.

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