Frequently encountered inquiries from patients
Navigating the healthcare system can be a labyrinthine experience, fraught with unease and uncertainty. Enter the "Foundation for Independent Patient Counseling Germany" (UPD), the new kid on the block, opening its first office in Berlin-Schöneberg. This formidable team of doctors, lawyers, and psychologists is here to guide you through the treacherous jungle of the healthcare system. Here, they field the questions they're asked most frequently and illuminate the dark corners where even they stumble.
Where do I find the right doctor? Why does my medication suddenly look different? What do I do in case of a treatment error? You're not alone in these queries! Since May last year, the "Foundation for Independent Patient Counseling" has been hard at work, fielding questions on the health hotline every two minutes. Now, they've set up shop in Berlin, with more cities to follow.
The need is staggering! In the cut and thrust of health concerns, patients often have to battle more than just their ailments - endless forms, cloudy diagnoses, and endless waiting loops. But fear not, friends, the UPD team is here to level the playing field. "We empower patients," says UPD's managing director, Dr. Katharina Graffmann-Weschke.
You can find the UPD counseling office at Rheinstraße 45-46. If you'd prefer to call, the number is 0800 011 77 22 - it's free! All opening hours and further information can be found on the foundation’s website.
Dealing with aches below the belt: Urologist or GP?
Dr. Johannes Schenkel (55), Head of Medical Department: "One question we often tackle is, 'I've had pain when urinating for four weeks - should I go to a urologist or my GP?' In such cases, it's best to start with your GP, who can then refer you further. We also frequently field questions about the best clinics for certain surgeries. We provide information on directories and explain which quality seals to look out for."
Denied rehab after surgery: What now?
Monika Nuhst (54), Legal Counselor: "Recently, I had a patient who was denied follow-up treatment after a knee operation in the hospital. They deemed it unnecessary. Sometimes this is due to a lack of places. In such cases, it's best to contact the social service department of the hospital or the patient representative before leaving the hospital. You can also apply for rehab later outside the hospital."
Navigating the mental health maze: Finding a therapist
Dr. Jonas Dietrich (41), Psychologist and Psychosocial Director: "The most frequent question in our area is how to find a psychotherapist or a place in psychotherapy. Many are not familiar with this area. Our advice is usually to visit your GP first, even with mental health problems. Then there's the appointment service hotline 116 117 for insured patients. You'll get an appointment within the next four weeks. An important tip: Keep a list of practices you've called. In special cases, you can also use a cost-reimbursement procedure to use private therapists."
Wobbling rollators and insurance woes
Heike Morris (55), Legal Director: "Many questions in this area revolve around undelivered services, such as the cost of a rollator. We explain how to file an appeal against such a decision. It's important to ask for the reasoning behind the medical service's decision, which is often missing from rejection notices. But if I know the reason, I can often successfully challenge it."
Teeth squabbles: Dental prostheses don't fit
Klaus Kallenberg (56), Legal Patient Advisor: "Many of the questions I receive involve suspected treatment errors or pain after surgery, but also cases where a dental prosthesis doesn't fit. Recently, a man called me because he had persistent pain after such a treatment. He had been to the dentist 30 times, but it hadn't helped. In such cases, it's important to request your patient file. And I explain that you can request an expert opinion from your health insurance company or contact the medical chamber."
Tablets turning tables: What's happening with my medication?
Nicole Masaka (47), Pharmacist and Pharmaceutical Advisor: "Just recently, I had an older woman who was worried. She had always received a specific blood pressure medication, but suddenly she received a different one at the pharmacy. I explain that this is due to rebate contracts, but the active ingredients are the same. Nevertheless, there are cases where patients are so confused that they can't accept it. Then there's the option of speaking to the doctor again and continuing to receive the familiar medication. He just needs to note it on the prescription. If that's not successful, you can buy the old medication yourself in special cases and have a portion refunded by the insurance company."
Immunizations on point: Is my doctor vaccinating me correctly?
Christine Hahnenkamp (44), Pharmacist and Pharmaceutical Advisor: "I recently had a case of a woman who was worried about a vaccination. She had been vaccinated against early summer meningoencephalitis. The Robert Koch Institute's website stated that the two vaccinations should be two weeks apart. Her doctor, however, scheduled her for another one a week later. I was able to reassure her. There are two different vaccines, and her doctor did everything correctly."
The great refusal: Pre-operative counseling denied
Patient Advisor Susanne Krieghoff (59): "A feisty 85-year-old woman called me a few days ago. She needs to have surgery for a cataract in her eye and wanted to know what she should be aware of. I explained that her doctor should inform her about the operation. He didn't want to, though, and refused, saying, 'You wouldn't understand, and I don't have time to explain.' She then found another doctor through a friend, even though it was 800 kilometers away, but she preferred to have the surgery there."
The search for a pediatric practice: Fading hope
Patient Advisor Christel Kehr-Fuckel (44): "Unfortunately, there are cases where we just can't help, we can only listen. It's becoming increasingly common for parents to not be able to find a family doctor or pediatrician. Recently, I had the mother of a child with a chronic illness who has to go to the doctor with her daughter every week. The previous practice closed suddenly and she hasn't found a new one. She even moved once to stay near that doctor. Now she's called 40 practices and none have room. I suggested she use the health insurance's electronic appointment service to find and book appointments with doctors throughout Berlin. But of course, she doesn't want to go to a new doctor every week."
- In the realm of healthcare, patients often face challenges beyond their medical conditions, such as navigating the complexities of finding the right therapist for mental health issues.
- The UPD team frequently fields questions regarding the best clinics for specific surgeries and the quality seals to look out for.
- Confronted with a treatment error or pain after surgery, it's important to understand one's rights and options, such as requesting an expert opinion from one's health insurance company or contacting the medical chamber.
- When dealing with undelivered services or disputes over health insurance claims, it's essential to know how to file an appeal and what information to request from the health service.
- Patients may find themselves confused when their medication changes unexpectedly, but understanding the reasons for rebate contracts can help alleviate concerns.
- For those with autoimmune disorders, skin conditions, or eye health concerns, it's crucial to receive accurate information about immunizations and pre-operative counseling.
- In the case of denied rehab after surgery, patients can explore their options by contacting the social service department of the hospital or applying for rehab later outside the hospital.
- Fitness and exercise play a vital role in overall health and wellness, and the UPD team can offer guidance on designing workout routines tailored to individual needs.
- The UPD office in Berlin also offers counsel on skin care, cbd, neurological disorders, cardiovascular health, and nutrition, ensuring a holistic approach to health and wellness.
- Hearing-related issues can be addressed through therapy and treatments, and the UPD team can help patients find the resources they need to maintain their hearing health. In cases of respiratory conditions, digestive health problems, or chronic diseases like cancer, the team can provide support and resources for managing these conditions effectively.
