ENHANCED SUPPORT SERVICES FOR HOSPITAL PATIENTS

BFG patients needing care in non-contracted hospitals (also known as Non-Designated German Providers (non-DGPs)) will benefit from extended patient support services. Starting in November 2009, British Forces Germany Health Service (BFG HS) is launching a free Hospital Hotline to improve ‘first-line’ support given to entitled personnel attending A&E or admitted as in-patients to Non-DGP hospitals, anywhere in Germany.

The Hospital Hotline to call is 0800 588 99 36. The call will be answered by a Hospital Liaison Officer 24 hrs / 7 days a week / 365 days a year. The Hospital Hotline is free for calls made from a landline. Please note that calls made from mobile phones may be charged.

Monique Jones is the Patient Support Manager for BFG Health Service. Here she answers a few questions.

Q. When do I call the Patient Support Service Hospital Hotline?
M.J You should phone the Hospital Hotline as soon as you attend A&E or are admitted as an in-patient to a Non-DGP hospital. Going to hospital is usually a difficult time so the sooner we know a patient is admitted to hospital, the sooner Hospital Liaison Officers can start providing support to patients and hospital staff. The Hospital Hotline number to call is 0800 588 99 36. The service is available 24 hrs / 7 days a week / 365 days a year. 

Q. Who else may contact the Hospital Hotline?
M.J If you don’t have the telephone number available or if you prefer to contact your Unit, a friend or family member then please ask them to call the Hospital Hotline direct. Again, the sooner we know a patient is admitted to hospital, the sooner we can start to provide relevant support.

Q. Who is answering the calls made to the Hospital Hotline?
M.J The Hospital Liaison Officers (HLOs) are answering the calls. They are fluent in English and German and are there to assist with language problems. They are also familiar with procedures and practices within the hospital and can help patients overcome any concerns and make their stay as comfortable as possible. They will call the patient each working day to help understand their treatment plans and to try and resolve any other problems.  
The HLOs will also obtain consent, from the patient, for the release of information to the medical/dental centre, Unit and as appropriate to the welfare services. This will ensure that translation of discharge documents, follow up appointments at the medical centre or hospital, payment of the hospital bill, NOTICAS and other administrative procedures are initiated quickly by the relevant agencies. 

Q. What type of data or information will be obtained about me?
M.J On notification of a patient attendance or admission to a hospital, the HLO will contact the relevant hospital and determine the person’s name, date of birth and Unit details. They will also obtain the information about the ward the patient has been admitted to and contact details of the doctor in charge. With consent from the patient, this information will be passed to the Unit so they can issue NOTICAS.   

Q. What about medical information?
M.J With consent from the patient, the HLO will ask the hospital for information about their condition, the planned treatment and how long they are likely to stay in hospital. This information will be passed to the Medical Centre only to ensure the appropriate support is in place once discharged from hospital.

Q Which agencies do the Patient Support Service routinely / normally contact?
M.J If you are admitted to hospital, the HLO will advise your Medical Centre and Unit of your admission and if appropriate, and with your consent, the relevant welfare agencies.

Q. Will the Hospital Hotline staff organise transport from the hospital for me?
M.J Unless you require transfer by ambulance to another hospital, it is your responsibility to contact your Unit to organise your transport home. The Hospital Hotline staff can provide Unit telephone numbers.       

Q. If I have a problem following hospital treatment, can I call the Hospital Hotline staff?
M.J If you have any ‘medical’ complications, you should always contact your Medical Centre in the first instance. However, if we are aware of your attendance or admission to hospital, we will contact you post discharge to clarify any administrative queries you may have and if required organise any hospital follow up appointments.

Q. How will non-DGP hospitals in Germany know about the Hospital Hotline?
M.J BFG HS have already started building a relationship with the most frequently used Non-DGP hospitals across BFG. We are raising awareness of the Patient Support Hospital Hotline and encouraging them to work with the Hospital Liaison Officers when a member of the BFG community needs hospital care.

Q. Is this a new service?
M.J Until now, BFG HS have been providing a limited support service to patients in Non-DGP hospitals, during normal working hours, Monday to Friday only. The new Hospital Hotline is a 24 hours / 7 days a week / 365 days a year telephone service. 

Q. What if I am in a Designated German Provider (DGP) Hospital?
M.J If you are attending A&E or admitted to one of the contracted Designated German Provider Hospitals (AKH Viersen, EvKB Gilead in Bielefeld, St Vincenz Krankenhaus in Paderborn, Klinikum Osnabrück or Henriettenstiftung in Hannover), the hospital is used to working with BFG HS and will call the HLOs on duty in your region on your behalf.