Referring abroad

Summary Cross-border health care is an issue of growing importance in the European Union. It offers health care services and products to patients in other countries than the country which covers their residency or insurance. Through rulings of the European Court of Justice, the possibilities for patients to receive cross-border care have been clarified. Although data on patient mobility within the EU is limited, the extent of cross-border health care is estimated to be around 1% of total health care expenditure in the EU. The numbers of patients seeking cross-border care can vary enormously per border and the direction can be either unidirectional or bidirectional depending on the border. Though cross-border care is unlikely to become a dominant activity in any country’s health care system, there is scope for increased patient mobility. ZorgSaam hospitals believes that there is greater scope for crossborder care and therefore wishes to attract Belgian patients. One of the ways through which patients seek cross-border care, is through their GP. The role of GPs is important in two ways: as referrers they can channel patients, and as the professionals that patients usually trust most and being the first contact point, GPs can influence patients’ choices about where to be treated. This has lead to the following main research question of this study: How can ZorgSaam increase referrals from Belgian GPs? In order to be able to answer this question, the concept of cross-border care has first been looked into. The conceptual model that followed from this consists the interlinked elements of the institutional factors, processes, contextual factors and actors on various levels (European, national, regional). This model helped develop the research method used. This method consisted of semi-structured interviews held with GPs in the border region (most of whom had Dutch patients and therefore had some experience with ZorgSaam) and interviews with representatives of two leading mutualities. GPs were asked about their referral decision making. Both groups were asked about possible enablers and barriers of cross-border care and their attitude towards it. From the results it can be concluded that, GPs and representatives of the mutualities have a positive attitude towards cross-border care as long as it is of benefit to the patients. The GPs do not perceive any real advantages for Belgian patients to cross the border to seek care in a ZorgSaam hospital, other than the extra choice it provides for patients. However, there is adequate hospital care available in Belgium. The GPs have therefore never referred their patients to ZorgSaam. The results have also given some insight into the other barriers and enablers of cross-border care. The enabling factors are the cultural and linguistic similarities and the short distance to a ZorgSaam hospital from Belgium. However, as the GPs remarked: “It is not so much the distance to Terneuzen that is the problem; it is rather the idea that you are going abroad that is the problem”. That going abroad is the problem, is made evident by other barriers found. The unfamiliarity with the Dutch health care system, differences in organisation within Dutch hospitals and ICT applications and the unfamiliarity with Dutch specialists too are reasons for Belgian GPs not to refer their patients to ZorgSaam. Many of the barriers found are similar to those factors that determine whereto GPs generally refer their patients. Therefore ZorgSaam will need to compete with Belgian hospitals on these factors. For ZorgSaam to be able to increase the referrals from Belgian GPs it will be necessary that they improve the relationship between GPs and ZorgSaam specialists. Provide information to GPs (and patients) concerning the possibilities and procedures of cross-border care, and what patients can expect from ZorgSaam. It has also been suggested that ZorgSaam not only puts effort in attracting Belgian patients, but also those Dutch patients that are now more orientated towards Belgian health care services. 4 Management summary Objective Cross-border health care, is of growing importance and through rulings of the European Court of Justice, the possibilities for patients to receive cross-border care have been clarified. Though cross-border care is not or is unlikely to become a great phenomena, there is scope for increased patient mobility. ZorgSaam hospitals believes that there is greater scope for cross-border care and therefore wishes to attract Belgian patients. One of the ways through which patients seek cross-border care, is through their GP. The role of GPs is important in two ways: as referrers they can channel patients, and as the professionals that patients usually trust most and being the first contact point, GPs can influence patients’ choices about where to be treated. This has lead to the following main research question of this study: How can ZorgSaam increase referrals from Belgian GPs? Recommendations Based on this study, the following recommendations can be made: • ZorgSaam should improve the relationship between Belgian GPs and specialist o Inviting Belgian GPs to functions specifically aimed at them that are held at convenient hours. This will allow Belgian GPs to get acquainted with ZorgSaam specialists o Encouraging ZorgSaam specialists to present at refresher courses organised by Belgian GP associations. This too will allow Belgian GPs to get acquainted with ZorgSaam specialists o Enabling GPs to have direct contact with ZorgSaam specialists by handing out a phone list with direct contact numbers. This will ease the working relationship between GPs and specialists o Creating an understanding of the differences in the organisation of hospitals, making it easier for Belgian GPs and ZorgSaam specialists to work together • Providing Belgian GPs with information concerning cross-border care: when can patients seek cross-border care, how should they go about it, what is the procedure, what can patients and GPs expect • ICT solutions reducing the administrative burden put on GPs when they refer patients to ZorgSaam • Not only aiming to attract Belgian patients, but also aiming to attract Dutch patients who are now more Belgium orientated. Thus showing Belgian GPs that ZorgSaam can also provide adequate care to Belgian patients Motivation Interviews were held with Belgian GPs in the border region with Zeeuws-Flanders. These interviews have covered the perceived enablers and barriers to receiving health care in the Netherlands and the practical barriers they have encountered when having referred patients to the Netherlands. Interviews were also held with representatives of two leading mutualities to get a better insight in the barriers and enablers of cross-border care and differences between the health care systems of Belgium and the Netherlands. Analysis of the data was qualitative in nature. The results have shown that both GPs as well as the representatives of the mutualities are generally favourable towards cross-border care, as long as it benefits the patient. Various barriers have been mentioned by the both the Belgian GPs as well as the representatives of the mutualities. These barriers are concerned with the several elements of cross-border care discussed in the theoretical framework of this study. They include the lack of knowledge concerning the possibilities and procedures of cross-border care, differences between systems and the organisation within hospitals, cultural differences and distance. By taking away these barriers, ZorgSaam could increase the referrals from Belgian GPs. However, not all barriers can be influenced by actions of ZorgSaam