ACCESS TO CARE
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ACCESS TO CARE
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Contents

Frequently Asked Questions

Host Nation Providers

What is the Preferred Provider Network?

The TRICARE Area Office Eurasia-Africa Preferred Provider Network, or PPN, consists of host nation health care providers who agree to provide care to TRICARE beneficiaries and assist them in filing TRICARE claims. In most cases, PPN providers will not require up-front payment from TRICARE Prime beneficiaries.

Why should I use a PPN provider?

PPN providers provide routine and specialty care that may not be readily available at your local Army Medical Treatment Facility. They are an important part of our pledge to provide access and continuity of care to our beneficiaries.

How can I locate a PPN provider?

Your local TRICARE Service Center staff will help you find a PPN provider when
you a referred for Host Nation care. You can also use the PPN Provider Search Tool
on the TRICARE Eurasia-Africa web site (see below) or contact your TRICARE Service
Center for assistance. Beginning Sept. 1, 2010, you may call the International
SOS at 0800.181.8505 (toll-free from Germany) or their international line at
0044.20.8762.8133 (someone will call you back).

Complaints / Compliments / Feedback

What if I have a complaint, compliment or concern about Host Nation care?

If you provide your e-mail address to the TRICARE Service Center during the referral
process, a host nation provider evaluation form will be e-mailed to you. If you are
hospitalized, talk to your Host Nation Patient Liaison. You can also contact the
Wiesbaden Patient Representative at 0611.705.7306 or DSN 337-7306, or use the
“Contact Us” feature on the TRICARE Europe Web site, or contact the clinic commander.

Host Nation Patient Liaisons

What do I do if I am in the hospital and don't speak the local language?

Most medical professionals speak some English. Host Nation Patient Liaisons employed by military healthcare facilities can help you communicate with your doctors and the staff in Host Nation hospitals and clinics.

Where do I get follow-up care after being hospitalized in a Host Nation facility?

Host Nation Patient Liaisons coordinate a follow-up care plan for you upon your discharge from a Host Nation hospital. If you were seen as an outpatient in a German facility, you will normally get follow-up care in the U.S. military clinic with the doctor who gave you the referral. It is important to keep copies of all your test results and other paperwork from the Host Nation provider. Take those documents to your follow- up appointment for review by your doctor. If the documents are in another language, they will be translated.

Your Host Nation doctor may recommend that you follow up with him or her. Remember though, that unless these follow-up visits have been authorized by TRICARE, you may be required to pay for any follow-up appointments.

How can Host Nation Patient Liaisons help?

Host Nation Patient Liaisons are fluent in English and the Host Nation language. They are familiar with medical terminology and can assist you with communication. That ensures you and the hospital staff have a complete understanding of your condition and treatment.

When you visit your TRICARE Service Center to arrange your admission to a hospital, TSC personnel notify your local Host Nation Patient Liaison. The main priority of the Host Nation Patient Liaison program is to make visits to patients in Host Nation hospitals.

You may also contact a Host Nation Patient Liaison any time you need assistance. If you are in a Host Nation hospital, the Host Nation Patient Liaison will visit you every duty day and give you information on how to contact him or her. There is a Host Nation Patient Liaison on call in your community for emergencies after hours and on weekends.

If you are a Servicemember or active duty family member and are admitted to a Host Nation hospital for an emergency, please notify the sponsor's unit as soon as possible. Unless you have already called a patient liaison, the unit will notify the nearest local clinic or hospital and a Host Nation Patient Liaison will contact you. Clinic commanders receive daily reports of all U.S. military patients admitted to or discharged from Host Nation facilities.

What can the Host Nation Patient Liaison do for me?

• Help you obtain up-to-date information on your medical condition and care plan.
• Tell you what to expect in Host Nation facilities, explain common cultural differences, and advise you on what to bring to the hospital.
• Help plan your transfer from a military medical facility to a Host Nation medical facility or from a Host Nation facility to a Military Treatment Facility.
• Provide you with a copy of the USAREUR Medical Phrase book.
• Help coordinate consults, tests, and follow-up care.
• Provide local resources for medical supplies and pharmacies.
  Please note: Host Nation Patient Liaisons cannot transport patients in their private cars.

What can I do to help myself?

Write down questions you have about your condition, care, or discharge.

Visit your local TRICARE Office for information about payment of hospital bills.

TRICARE

I am a TRICARE Prime beneficiary. Who do I talk to if I have received medical bills from a Host Nation Preferred Provider or hospital?

Contact your local TRICARE Service Center or Beneficiary Counseling and Assistance Coordinator. They are responsible for providing technical advice about the TRICARE program, including processing of Host Nation medical bills.

I am NOT a TRICARE Prime beneficiary. Who do I talk to if I have received medical bills from a Host Nation Preferred Provider or hospital? If you are a TRICARE Standard beneficiary, talk with your TRICARE Service Center. If you are not a TRICARE beneficiary, contact your insurance company claims representative.

When will TRICARE NOT pay my bills?

• If you are enrolled in Prime in a different region and fail to obtain preauthorization for care (other than emergency)
• If you are enrolled in TRICARE Standard, you are responsible for your costshare and deductible.
• If you are not enrolled in TRICARE
• If you obtain services that are not a TRICARE-covered benefit (acupuncture, IVF, chiropractic services, comfort items, parking, overnight stays for individuals other than the patient, items and treatment not medically necessary). Check with your TRICARE Service Center before obtaining any such services.
• If you are TRICARE-ineligible. This may apply to parents and parents-in-law who are command-sponsored. Command sponsorship does not include TRICARE coverage unless the parent/in-law is eligible for TRICARE in his/her own right, for instance as a retiree. The sponsor is responsible for medical bills of commandsponsored family members who are not TRICARE-eligible.
• When the care was provided more than a year ago. TRICARE policy prohibits the payment of bills for care rendered more than 12 months ago. Be sure to bring any bills you may receive to TRICARE promptly. Because German providers may mail the bill to you instead of to TRICARE, check your German mail box. Be sure to inform TRICARE of any non-referred care you received from a host nation provider. TRICARE will not pay any late or legal fees if you fail to submit your bill for payment in time.

What are the contact numbers for the military medical facilities?

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