Same quality service, just a change in process
December 16, 2013
VILSECK, Germany -- The Garmisch Nurse Liaison functions and patient support activities will fully transition to the Tricare Overseas Program administered by International SOS, Dec. 20.
The change will improve efficiency while ensuring services are aligned with existing regulations.
According to Col. Gayla Wilson, deputy commander for Nursing, Bavaria Medical Department Activity, the same services will still be provided to the community, except instead of having the option to speak with a patient liaison in person, Tricare beneficiaries must seek clarification to their medically related questions by speaking with a representative over the phone, who will be available 24-hours, 7-days a week.
Col. James Saenz, commander, U.S. Army Garrison Bavaria, and Col. E. Darrin Cox, commander, U.S. Army Medical Department Activity Bavaria, held a town-hall style meeting at the Pete Burke Community Center in Garmisch, Dec. 17, to address the changes and discuss medically related topics with the community.
Despite the change in the process, BMEDDAC will continue to support the Garmisch community in multiple ways. Quarterly medical readiness visits to assist units and Soldiers, monthly Environmental Health and Child Development Center inspections, and other inspections to ensure the health and safety of the community will continue.
In addition, translation services are being enhanced to facilitate timely translations and integration into the electronic medical record for Tricare beneficiaries in the Garmisch community.
A Tricare Beneficiary Services Representative will continue to be located in the Garmisch office to enroll and disenroll beneficiaries, provide education to the community on benefits, and assist with customer resources.
Plus, Tricare Prime Remote beneficiaries seeking assistance for host nation medical care will receive services through the Tricare Overseas Program. Medical assistance (location of the nearest medical facility or to coordinate emergency care) is provided by International SOS and a representative can be reached 24 hours a day, 7 days a week at 0800-589-1599 (Germany). The international phone number is +44-20876-28384.
For more information, visit the websites at the top right section of this article. In addition, common questions and answers concerning this change are listed below:
Question: I am having difficulty navigating the local German medical system. How can I get assistance?
Answer: International SOS can provide assistance concerning urgent, routine and specialty care through the Regional Call Center 24/7 at 0800-589-1599. Emergency care does not require pre-coordination and you should go immediately to the nearest emergency care facility with follow-up with the call center afterwards.
Q: Who do I ask if I have questions about my benefits, enrollment or how to get a referral?
A: The Tricare Beneficiary Services Representative located in Garmisch will remain to provide enrollment services, education and customer support (such as providing general claims information, providing guidance on how to seek a referral and authorization). Tricare and International SOS are available online and via telephone for additional assistance.
Q: How do Garmisch beneficiaries get their medical records translated?
A: BMEDDAC is improving services to translate and upload host nation medical records into Tricare beneficiaries' electronic medical records to ensure continuity of their care within the military health care network. Active duty service members will have their host nation medical records translated through International SOS and then uploaded by BMEDDAC. Family members will have their host nation medical records translated and uploaded directly by BMEDDAC.
Q: Who will be the liaison with the German community?
A: International SOS is the official liaison with the host nation medical facilities.
Q: What if I have a medical question and don't know who to turn to?
A: The Nurse Advice Line is open to all Tricare beneficiaries 24/7. Call 00800-4759-2330 to speak with a licensed nurse for health care concerns.