The Patient Support Services Hospital Hotline (the “Hospital Hotline”) was launched in November 2009 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 is manned 24 hours a day, 365 days a year by a Hospital Liaison Officer (HLO).

The HLOs 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 call the patient each working day to help understand their treatment plans and to try and resolve any other problems.

HLOs 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 ensures 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. The Hospital Hotline number is 0800 588 99 36. Calls made from a landline are free. Calls made from a mobile phone may be charged. 

If you are attending A&E or admitted to one of the contracted Designated German Provider (DGP) 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 BFGHS and will call the HLOs on duty in your region on your behalf.