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How to Obtain a Second Opinion

Step 1: Call 1-800-875-1264 toll-free to contact Manulife’s Health Service Navigator.

Have your Manulife plan certificate and Group numbers ready to provide the representative. The representative will ask you a few questions, including your benefits plan group number and certificate number to start the process and initiate your request. Once you request a second opinion, you will receive a Patient Toolkit. This includes a Patient Request Form, a Physician Request Form and information on the WorldCare second opinion process.

Once you complete and return the forms by mail or fax to WorldCare at the address, fax number or email address provided on the form, a WorldCare Case Manager will work with you to start the second opinion process.

Step 2: The WorldCare Case Manager works with your doctor (and the doctor’s staff) to get the medical records.

The WorldCare Case Manager contacts your local doctor and sends a Physician Toolkit. This includes the Physician Request Form to complete and sign. The Case Manager then works with your doctor (and the doctor’s staff) to collect the medical records for your case. WorldCare helps your doctor assemble and forward these records overnight to WorldCare (at no cost to you or the doctor).

These reports must be current – within the past 3 months. They must also be directly related to the condition for which you want a Second Opinion. The reports must include:

• Prior medical history (dates of illnesses, surgeries, description of chronic problems, allergies, etc).
• Relevant family history.
• Detailed history and diagnosis of the current condition (signs, symptoms, time of onset).
• Current physical exam focusing on the body system affected by current condition.
• Health habits (smoking, drug use, exercise patterns).
• Complete description of the current treatment plan.
• List of the current medications with generic names.
• Current radiology studies, with copies of original radiology reports, if appropriate.
• Pathology slides/blocks with a copy of the original report, if appropriate.
• Supporting information such as EKGs, EEGs and laboratory reports.

The Case Manager does a thorough review of the information to ensure it is useful and appropriate. This information is then securely sent to a WorldCare Consortium^SM hospital, where it is given to the suitable medical expert (or team of experts) for review.

Step 3: The report written by the expert(s) is typically delivered to you and your doctor within four business days.

Based on the medical records and other information provided, the experts write a Consultation Report with an overall diagnosis and treatment advice and send this to WorldCare. This happens, typically within four business days of the experts getting your medical records. The WorldCare Case Manager again ensures the report is useful and relevant, and that all the questions from you and your doctor have been answered. The Case Manager then sends the report to your doctor and the complete Second Opinion Package to you. WorldCare recommends that you meet with your doctor to discuss the report.

To discuss getting a second opinion from WorldCare, please call Health Service Navigator toll free at 1-800-875-1264.