Informing Patients About Healthcare Abroad: Mutual Communication
Ulrich Heiduck, a Business Developer at the Swedish Social Insurance Agency, discusses the importance of mutual communication in informing patients about healthcare abroad. The agency serves as a National Contact Point for Swedish insured persons seeking healthcare in the EU. Providing general information and assistance with prior authorization and reimbursement, the agency facilitates cross-border healthcare access. Staff responsibilities include website management and customer service, handling both general inquiries and specific cases. Insights reveal that patients primarily seek better healthcare in the country of treatment. Around 24,000 applications for cross-border healthcare are processed annually, with significant interest from residents of major Swedish cities and border regions.
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Presentation Transcript
Informing patients about healthcare abroad: one-way information or mutual communication? Ulrich Heiduck, Business Developer Swedish Social Insurance Agency NCP for Cross-Border Health Care Twitter: @fk_media Sid 1 2017-12-04 EPF Roundtable on Cross-Border Healthcare @fk_media #crossborderhealth #Patients4CBHC
Sweden 2 National Contact Points (NCP) Swedish Social Insurance Agency (F rs kringskassan) for Swedish insured persons seeking healthcare in the EU The National Board of Health and Welfare (Socialstyrelsen) for EU citizens intending to use Swedish healthcare Sid 2 2017-12-04 EPF Roundtable on Cross-Border Healthcare @fk_media #crossborderhealth #Patients4CBHC
Swedish Social Insurance Agency administers a considerable part of Swedish social insurance benefits (ca. 50) functions both as NCP and institution where patients can apply for reimbursement NCP provides information mainly through 2 channels website www.forsakringskassan.se phone +46 771 524 524 (e-mail and local service offices) Sid 3 2017-12-04 EPF Roundtable on Cross-Border Healthcare @fk_media #crossborderhealth #Patients4CBHC
Information provided General information about cross-border healthcare planned medical treatment necessary health care information about how to seek prior authorization prior notification retrospective reimbursement available in Swedish and English no available statistics about individual information requests Sid 4 2017-12-04 EPF Roundtable on Cross-Border Healthcare @fk_media #crossborderhealth #Patients4CBHC
Staff Head office responsible for website Case handling office responsible for phone and e-mail customer service 100 case workers 4-6 on phone duty, not distinguished between providing general information and specific case information Sid 5 2017-12-04 EPF Roundtable on Cross-Border Healthcare @fk_media #crossborderhealth #Patients4CBHC
What do we know about our patients? Why do patients go abroad? better health care in country of treatment country of treatment = country of origin Who is going abroad? patients residing in one of the three big Swedish cities patients residing in a border region How many go abroad? annually 24 000 applications for cross border health care How many could imagine themselves going abroad for health care? ? Sid 6 2017-12-04 EPF Roundtable on Cross-Border Healthcare @fk_media #crossborderhealth #Patients4CBHC
Awareness-raising activities all health care providers in Sweden are obliged by law to inform patients about Swedish Social Insurance Agency as NCP for healthcare abroad repeated information campaigns about European Health Insurance Card attending conferences of interest associations Sid 7 2017-12-04 EPF Roundtable on Cross-Border Healthcare @fk_media #crossborderhealth #Patients4CBHC
Challenges NCP only a minor part of the big Swedish Social Insurance Agency No distinct name for our website little feedback from patients on our information about healthcare abroad increasing but still limited knowledge among patients about the possibility to get healthcare abroad little information about how patients have experienced healthcare abroad little collaboration with other NCP in Europe Sid 8 2017-12-04 EPF Roundtable on Cross-Border Healthcare @fk_media #crossborderhealth #Patients4CBHC
Thank you! Sid 9 2017-12-04 EPF Roundtable on Cross-Border Healthcare @fk_media #crossborderhealth #Patients4CBHC
