We travelled to ITIC Global in Venice to learn, share practical experience and strengthen the working relationships that keep care moving when it matters. Hosted at the Hilton Molino Stucky on Giudecca island, ITIC Global brought together insurers, assistance providers, air-ambulance teams and healthcare partners for three busy days of talks and meetings. It is the sector’s long-running annual meet-up, organised by the team behind ITIJ, to share market outlooks, swap practical know-how and spark partnerships.
Representing Doctorcall were Selvavinayagam Vireswer (CEO) and Samuel Hayward (Assistant Operations Manager), who met nearly a hundred current and prospective partners. Ahead of the conference, we had already introduced several improvements across our 24/7/365 operation based on partner feedback, including WhatsApp as a quick contact option, real-time telephone interpreting in 240+ languages and instant medical reports following consultations. Venice was a timely chance to show these in practice and gather further input.
Across ITIC Global, the focus stayed on the practicalities that matter to assistance teams, including using telemedicine sensibly, the realities of prescribing across borders and what “good” looks like when you need a doctor at short notice in an unfamiliar city. That mix of market context and operational detail is exactly what ITIC Global is known for, as it is built to be useful to people who have to make care happen.
For Doctorcall, the most valuable part of Venice was the conversation. A consistent theme from our meetings was that relationships need depth as well as breadth. It is not enough to shake hands with a central network contact. To serve patients well you also need clear, working links with the teams who actually manage cases, plus an understanding of how regional hubs run day to day. That means mapping decision-makers properly, confirming who handles what and following up until the profile is right in each system.
Another practical takeaway is to speak in the format operations teams use. Many assistance platforms route by city, so we now present our footprint as a verified, up-to-date list of serviced cities rather than a broad “UK coverage” headline. That list is part of our follow-ups and will be maintained continuously. We are also adding an annual profile check to confirm cities, referral routes and primary contacts are all up to date.
Product signals were clear. Phone and video consultations are now expected, and the ability to issue appropriate local prescriptions matters. There is rising interest in counselling support and in routine medical rounds for organised groups who prefer to be seen at their hotel. None of this is new to Doctorcall, but Venice reinforced that clarity, speed and reliability are what partners value most.
What we are doing next
✅ Deepening the right relationships
Working through every meeting to identify the correct network and operations contacts, then keeping those connections warm with concise, relevant updates rather than generic mailers.
✅ Supplying data the way partners need it
Sharing an exhaustive, city-by-city coverage list for the UK and Ireland, checking uploads have landed correctly and refreshing that list as our coverage expands.
✅ Making prices easier to use
Simplifying how we present fees, after feedback that zone-based pricing can be confusing when partners have to load rates into their systems.
✅ Prioritising channels that generate real cases
Continuing to highlight rapid home visiting, plus phone and video consults, and strengthening our pharmacy and referral pathways so the downstream steps are just as smooth.
Assistance Pricing & Coverage 2025
To make follow-up easier, we have created a concise pricing and coverage pack for assistance and insurance companies. It summarises our GP housecall and telemedicine services, coverage and rates in a format that is simple for operations teams to use. Please contact: lauren.duncan@doctorcall.co.uk for details.
Venice did what ITIC Global always does best, it sharpened our focus. For us, that means disciplined relationship-building, cleaner data in partner systems and services that remove hassle for patients and case managers alike.