Diaverum d.HOLIDAY Fly Back Programme

d.HOLIDAY is a holiday dialysis programme run by Diaverum, a leading global renal care service provider. It helps holiday patients with all aspects of the process of receiving haemodialysis treatment outside of their home clinic, from defining a travel itinerary to ensuring continuity of care at their destination.

A holiday patient is defined as a patient on holiday or receiving dialysis treatment by choice in a clinic other than his or her registered home clinic.

The Diaverum d.HOLIDAY Fly Back Programme is a service provided by Diaverum. It allows dialysis patients, travelling for holiday or work, to quickly reach their transplantation destination upon receiving notice that they are up for a transplantation procedure. The service applies to all d.HOLIDAY patients travelling within the covered countries and territories as set out in the Terms of Use (see specific list of countries in ‘Which countries are included in the d.HOLIDAY Fly Back Programme').

Patients who are awaiting a kidney transplant are placed on the transplant list and are on call 24/7, with a short window of time to receive their transplant, should a kidney become available. Most kidney patients on the transplant list don’t travel due to the ‘short window of time’ factor, but also due to other factors such as a challenging economy which doesn’t always allow for rebookable/refundable tickets.  

The waiting time for patients who are in need of a kidney transplant is currently long in most countries, which has a severe impact on the long-term mobility of these patients.

Diaverum has created the Diaverum d.HOLIDAY Fly Back Programme to accommodate travel arrangements for holiday patients who receive the call from the transplant coordinator while travelling. The programme reimburses* the fastest travel arrangements from the holiday destination all the way back to the transplant hospital, at the earliest convenience, aiming to get the patient back home safely and swiftly to receive their transplant.

 *See terms of use for full reimbursement criteria.

To become eligible for the d.HOLIDAY Fly Back Programme, these three criteria apply:

• Be confirmed to receive/be receiving/have completed holiday treatment in a Diaverum clinic through the d.HOLIDAY programme at the time (applicable to Diaverum and non-Diaverum patients); or originate from a Diaverum clinic and be confirmed to receive/be receiving/have completed holiday treatment in a non-Diaverum clinic (applicable to Diaverum patients only).

• Alert Diaverum and the holiday clinic that you are active on a transplant list while booking your treatment. 

• Travel within the covered countries and territories as set out in the Terms of Use (see specific list of countries in FAQs section). 

If you are eligible to use the d.HOLIDAY Fly Back Programme, you have two options:

1. You contact our call centre and we book tickets for you on the first and fastest regularly available means of transportation (plane, train, bus, etc) as well as manage additional transfer arrangements.

2. You make your own travel arrangements and claim reimbursements afterwards, see ‘How do I claim reimbursement for my travel arrangements’. 

Outside office hours, or if you prefer it, you can make your own travel arrangements. You can then apply to Diaverum for reimbursement using the claims form made available for download on this page (‘Claims Form’). 

If you have made your own travel arrangements, the right to reimbursement is: 

• subject to your submission of a correctly and fully completed Claims Form; and 

• limited to an amount covering the quickest way (subject to the limitations set out in the ‘Terms of use’ to your designated transplantation destination.

Diaverum does not guarantee that eligible patients reach their designated transplantation destination in time to undergo the transplantation procedure but will, subject to the limitations set out in the Diaverum d.HOLIDAY Fly Back Programme Terms of Use, use its best efforts.  

The programme covers regular means of transportation such as plane, bus, train and taxi. Travel arrangements using private jets, helicopters and other non-regular means of transportation are not included in the Diaverum d.HOLIDAY Fly Back Programme.

The Diaverum d.HOLIDAY Fly Back Programme covers travel within and between countries in the same region. The programme currently includes the following regions and countries:

Region of Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Iceland, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Germany, Hungary, Albania, Bosnia and Herzegovina, Andorra, Kosovo, Lichtenstein, Moldova, Monaco, Montenegro, North Macedonia, Norway, Serbia, Switzerland, Turkey and United Kingdom.

Region of Middle East: Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Turkey, United Arab Emirates (UAE) and Western Kazakhstan (Aktau, Atyrau).

Region of Central Asia: Armenia, Azerbaijan, Georgia, Turkmenistan, Uzbekistan, Tajikistan, Kyrgyzstan and Southern Kazakhstan (Almaty, Shymkent, Turkistan).

Region of South Asia: Pakistan, India, Nepal, Sri Lanka, Bangladesh and Bhutan.

Region of Southeast Asia: Thailand, Vietnam, Cambodia, Laos, Malaysia, Singapore, Bruinei and Philippines.

Region of East Asia: Japan, South Korea, Taiwan, China (eastern and central only: Beijing, Shanghai, Guangzhou, Chengdu) and Hong Kong.

Standalone countries: Kazakhstan (domestic flights only) and China (domestic flights only).

The countries that are currently included in the programme offer a good possibility for a swift return home within the assigned regions, which is of paramount importance to be able to make it in time for your transplantation. However, we are looking to expand the list of countries to cover more destinations in the future, stay tuned for that.

Yes, d.HOLIDAY Fly Back Programme covers transportation both domestically (within your country) and internationally (outside of your home country), subject to the list of countries specified in ‘Which countries are included in the d.HOLIDAY Fly Back Programme’.

Currently, only eligible patients are covered by the d.HOLIDAY Fly Back Programme. Family members, other relatives, friends or fellow travellers are not covered by the d.HOLIDAY Fly Back Programme. 

If you have made your own travel arrangements in accordance with the ‘Terms of use’, please use the downloadable document ‘Diaverum d.HOLIDAY Fly Back Programme Reimbursement claim’ and complete it accurately and fully. Make sure you attach original receipts as described in the document, as well as a doctor’s certificate to the effect that you have undergone a transplantation procedure at said destination or that such a procedure was initiated for your benefit. 

Send everything listed above to holiday@diaverum.comand await further instructions.

You can find all information about the d.HOLIDAY Fly Back programme on our website, or contact us via email, see contact details below:

E:mail: holiday@diaverum.com