VICENZA, Italy - Worldwide healthcare can vary from country to country, and that especially affects Americans living abroad who may not be aware that, although they are accompanying a Soldier, their healthcare may not be provided by the U.S. military overseas.
As the Army, Air Force and Navy continue downgrading many Military Medical Treatment Facilities across Europe, many previously available services will be accessed through local national facilities.
Aviano will be closing all inpatient services in October 2018, and Naples and Sigonella will close inpatient services not long after that. Referrals to the local Italian economy are the way ahead for most specialty care and inpatient procedures, if not being seen and treated at Landstuhl Regional Medical Center or returning to the United States.
According to Dr. Steven Novek, M.D., pediatrician and San Bortolo Hospital Liaison Services medical director, "When being seen through the TRICARE network within the community, some people find the biggest differences are based on language barriers, cultural differences and communication regarding records transfer." Being prepared for these differences is very important for your overall experience.
For those here in Italy, the primary language in medical facilities is Italian.
"Since many staff members are not fluent in English, they may avoid casual conversations with you as a patient. This may feel strange and make some patients feel like they are being ignored," said Novek.
To assist the English-speaking population, the patient liaison team at San Bortolo will meet patients at the Emergency Department, facilitate enrollment and convey concerns to the Italian staff. The liaisons will also check on patients periodically, assist with discharge and provide discharge instructions with a follow-up email summarizing the patient's care. This also helps to better facilitate communication between the Italian facility and the U.S. Army Health Care-Vicenza with the patient as an important part of the process.
"It is very important that, after being seen at a TRICARE network facility, patients schedule a follow-up appointment with their Primary Care Team to review what was done and ensure all your needs are taken care of," added Novek. Patient liaisons at San Bortolo can be reached at 0444-75-3300.
Medical care at an Italian Medical Facility is very much the same as in the United States despite some cultural differences that patients may or may not have been expecting.
One cultural difference that most people notice relates to modesty. Much like when we go to the beach in Europe, there may be different levels of modesty displayed, and the same is true for hospitals. A sheet or gown will most likely not be offered to a patient to "cover up" for modesty's sake, and this is not meant as offensive. Patients who prefer to be covered can ask for a sheet/towel or bring their own with them to the hospital.
The second concern for some patients is that documentation will be in Italian. That documentation of care, if authorized by TRICARE, will be sent back to the MTF and then translated by patient liaisons at San Bortolo Hospital. This takes some time and possibly up to 10 days. When provided discharge information-- whether given in person or emailed--patients are asked to keep those copies and verify they have made it into the health record.
That being said, there is one consistent similarity across all borders and that pertains to using an Emergency Department only for emergency medical care during real life, limb or eyesight emergencies. Symptoms associated with an ear infection, having back pain, sinus infection, etc. usually do not warrant an actual emergency room trip.
To help patients determine if their condition is an emergency and how soon they should see a medical professional, the 24/7 TRICARE Nurse Advice Line at 800-87-7660, offers a triage screening by a medical professional from the comfort of home. Using this resource may help the patient decide whether the trip to the emergency room is necessary. Additionally, while the USAHC-V does not have "sick call" on Caserma Ederle. Those who have an acute, non-emergent need should call or come into the clinic around 7:30 a.m. so the staff may assist you as a walk in on a space-available basis. To reach the clinic, dial DSN 636-9000 or comm. 0444-61-9000.
To better communicate the capabilities of the healthcare system, and prepare newly arriving families, the USAHC-V has opened a new Family Healthcare Benvenuti program geared towards inprocessing family members. This informational session and clinic tour takes place every Wednesday from 1:15--2 p.m. in the Training Classroom at the USAHC-V with no reservations required. Children are welcome if childcare cannot be arranged.
At this briefing the "what to expect" will be discussed and explained by the patient advocate. This is an opportunity for families to tour the clinic, ask questions and get started on the right foot with a positive patient experience. The patient advocate can also help patients file a compliment or grievance for any TRICARE Network Referred partner. Whether patients have had a great or not-so-great experience with any TRICARE Referred partner, they are welcome to let the advocate help file a feedback statement for TRICARE/International SOS.
The advocate is located on the 2nd floor of the USAHC-V and can be reached at DSN 636-9508, comm. 0444-61-9508.
Social Sharing