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Treatment inquiry and appointment

In order to make a treatment inquiry, we kindly ask you to use our inquiry form. On the basis of the information received our physicians will be able to provide you with a good-quality treatment offer. Since our internal processes require the form we are unable to process inquiries made by telephone or email. Please note that our physicians additionally need some medical documents.

Please find the required documents for your treatment inquiry here. Please note that the required documents may vary depending on your disease.

You will find notes on the required documents here. Medical documents in common formats (e.g. pdf, jpeg, word) can be attached to the form (in the upload area); for DICOM image data, for example MRI or CT images, we have a DICOM upload portal (Telemedicine Portal) available – you can upload image data either immediately after sending the form or later using the upload-link we will provide to your e-mail address. When you use these upload options we will have immediate access to your data and can process your inquiry as fast as possible (no mailing delays).

Alternatively, you can send a CD/DVD (images in DICOM format) by mail to: 

Heidelberg University Hospital
International Office
Im Neuenheimer Feld 400
69120 Heidelberg, Germany

Unfortunately, we are unable to guarantee that your documents will be returned to you and therefore ask you to provide us with copies only and not original documents.

You can upload your DICOM files via our telemedicine portal. More information.

First, please check whether you have completed all mandatory fields on the form and whether your entries are in line with the formatting requirements. If it is not possible to send attached documents, please check first whether your documents are too large and reduce their size if possible. If need be, you may send the form without documents and then send the documents by email  to the International Office. 

Should sending still not be possible, you may print out the form and send it as a scan by email, by fax or by mail to the International Office

From the date on which the international Office receives all required information and documents, it will take approx. one week to process your treatment inquiry. Upon viewing the medical documents by the competent medical department, you will receive a tentative therapy offer including a cost estimate. In some cases, we are unable to provide you with a treatment offer, for instance if the required department has no capacities or if the physicians do not consider a therapy in Heidelberg to be reasonable 

Please contact your responsible case manager at the International Office and always have your International Office case number available and/or quote it in your email. This ensures that we will be able to help you as quickly as possible. As a matter of principle, it is better to address any questions by quoting your IO case number to the International Office in writing because the responsible Case Managers are often unable to provide you with any expedient information without consulting the respective medical department, accounting department and/or your file.

First, please check whether you have submitted your treatment inquiry using the form. If so, you should have received an email with the corresponding five-digit International Office Number. Should you not have received such an email, please send us – if available – a copy of the completed form by email.

Should you not have completed the form, please send us the form first; then you will receive an International Office case number together with our acknowledgment of receipt.

In the case of medical emergency requiring immediate hospital treatment, please visit the hospital closest to your home first. Following an examination by a physician and preparation of a medical report, you may send it to us; we will forward all inquiries promptly, and our physicians will decide upon the urgency of a treatment and appointment.

The International Office will make the first appointments for all medical departments of Heidelberg University Hospital for you. During ongoing treatment, please talk to your contact in the department about any appointments directly, as far as they are regarding the treatment performed. Should you wish any further treatments or consultations with other departments, please contact the International Office.

As soon as your payment is credited to the Heidelberg University Hospital account, we will communicate your appointment to you. As a matter of principle, you will be offered the soonest possible appointment or your preferred date, if possible. The soonest available appointment is usually about 1 - 8 weeks following payment receipt; in rare cases, a time period of more than 8 weeks may elapse between payment receipt and the soonest available appointment.

Cost estimate and final invoicing for self-pay patients

The basis for our cost estimate is the individual therapy offer made by the physician. The components of the cost estimate are:

  • if inpatient treatment is offered: Costs for “General Hospital Services” within the scope of inpatient treatment; including: standard medical and nursing care, drugs and medical materials (e.g. blood withdrawal, bandaging, etc.), other personnel costs, e.g. physical therapy, as well as full room and board. The costs are calculated by determining the expected lump compensation, the so-called DRG (“diagnosis-related groups”) for the offered treatment - as is common practice for the calculation of hospital services in Germany.
  • costs for treatments by the Medical Director(s) of the treating department(s) or respective deputies, the expected costs of these so-called “services by physician(s) of your choice” are determined based on the “Medical Fee Schedule” (“Gebührenordnung für Ärzte”) effective in Germany.
  • risk surcharge for unforeseen extensions of the treatment (reserve for unforeseen costs)
  • others: laboratory services or rarely administered expensive medications are not covered by the General Hospital Services and are therefore charged in addition if need be.

An unbinding therapy offer is individually prepared for each patient. The costs are composed of various individual services influenced by several factors, such as the primary and secondary diagnoses, the duration of stay, specific procedures (e.g. in case of surgery), specific individual services and expected services of the physician(s) of choice. The calculation bases are essentially the lump-compensation system for hospital services effective throughout Germany as well as the medical fee schedule (“Gebührenordnung für Ärzte”) for services by physicians of choice, both of them quite complex regulations. Due to this complexity of services, we are unable to provide a price list. Therefore, flat rates or lump-sum prices for treatments may not be offered, either.

The cost estimate must always be paid in full before treatment begins. Exceptions are made for embassies or certain insurance companies as funding agencies.

Another prepayment may sometimes be due if treatments are performed which are not covered by the cost-estimate amount, e.g. in case of an unplanned treatment by another department or in case of changes in the therapy plan or unforeseen cost-increasing complications in the course of treatment.

In case of a long treatment duration, e.g. more than three months, or if one treatment has been completed by one department and is continued by another medical department, an interim invoice may be issued. In this context, the following principle applies: It takes about 4 - 6 weeks until the invoice can be issued from the date on which the treatment course to be invoiced is completed. Within this 4 - 6 weeks time frame, the International Office first receives all invoices from the individual invoicing parties involved in the treatment, e.g. the hospital bill and the bill(s) from the senior physician(s); then, these individual invoices are summarized in a summarized final invoice.

The final invoice amount is thus not known prior to expiration of this 4 - 6 weeks time frame. It may therefore occur that you will be requested to make another prepayment for the new treatment period before receiving the interim invoice. We will certainly credit any potentially residual balance to your new prepayment amount immediately upon preparing the interim invoice.

All individual invoices (e.g. hospital bill and the bill(s) from the senior physician(s)) are collected by the International Office upon completion of the treatment. The summarizing final invoice is usually issued 4 - 6 weeks following your last treatment appointment. Please understand that invoicing is not possible at an earlier time.

As a basic rule, it hardly occurs that the final-invoice amount exceeds the cost-estimate amount; in these cases, the patient is requested to pay the difference. If the cost-estimate amount was higher than the final-invoice amount, the difference will as a rule be reimbursed within one week of invoicing, exclusively to the account from which the payment was made once the account details have been confirmed. Should the International Office not receive this confirmation, a reminder will be sent out after approximately four weeks. Should you request the transfer be made to a different account than the payment has been sent from (e.g. payments by third parties/companies/other financial service providers), please submit the swift-copy of the initial payment, the initial payer´s or sender´s written consent/power of attorney along with a copy of the payer´s passport, including the page that reflects their signature.
If the sender was a company, the power of attorney has to be on the company´s letter.
Please note that cash reimbursement/payments are not possible as a rule.

For outpatient visits, the secretary of the treating physician may issue an invoice directly in some cases. For inpatient treatments at Heidelberg University Hospital, invoicing is exclusively handled by the International Office. Exceptions are made for patients coming from the EU Convention on Social Security; please contact the treating department directly in this case. Further information

The reimbursement of the balance is made to the payer’s bank account as a matter of principle. You will receive a corresponding form from our accounting department, requesting you to send us your bank details.

For questions regarding your cost estimate or your final invoice, please contact the International Office  by quoting your IO case number.

Insurances and embassies as funding agencies

Heidelberg University Hospital accepts treatment guarantees from some Arab embassies (e.g. Saudi Arabia, Kuwait, Oman) as well as from some insurance companies (e.g. Allianz Worldwide Care, AXA PPP International, Cigna Global Health Benefits, EU-SVA/EHIC/S2) without expecting any prepayment. In these cases, the treatment guarantee by the respective funding agency is required to be submitted to the International Office upon scheduling the appointment and/or at an early stage prior to the beginning of the treatment.

Treatment guarantees by other funding agencies may not be accepted; it is possible in some cases, however, that patients submit the invoice to their insurance retroactively, requesting reimbursement. Please contact your funding agency at an early stage in any case.

The treatment guarantee submitted to us is respectively limited to a time period and to a specific treatment. Should the submitted treatment guarantee not cover

  • the treatment period or
  • the planned treatment which is not associated with the primary treatment or
  • the costs for the travelling companion

you will be requested to prepay the planned extension of the treatment / admission of a travelling companion or to submit an extended treatment guarantee; please understand that the costs must be guaranteed in good time prior to your appointment.

As soon as the embassy / insurance carrier submits a valid treatment guarantee to the International Office, we will review whether we will be able to refund your prepayment immediately.

Visa and preparations at home

We will be happy to support you in obtaining a visa. The requirements are that the costs have been guaranteed (cost estimate was paid or treatment guarantee was submitted by an accepted funding agency) and the appointment has been confirmed by the patient.

You can find assistance in finding and reserving accommodation with our partner Heidelberg Marketing

Should patients not be proficient in the German or English language, it is important that an interpreter certified by Heidelberg University Hospital is hired in time by the patient for any required doctor’s consultations before treatment begins. Patients looking to hire a certified interpreter or with questions, e.g. about the standard rates for interpreters / other assistance services, may contact the International Office. Please find further information here

No, the hospital does not pay commission fees. Interpreters / facilitators may charge patients for additional facilitator services (for example translation of medical documents from the patient’s home country). If you are not sure whether rates are reasonable, feel free to contact the International Office.

During and after treatment

Please rest assured that Heidelberg University Hospital greatly values the protection of your personal and medical data; our employees are obliged to adhere to strict data protection regulations.

Whenever possible, we will perform treatments on an outpatient basis. This means that you will only be hospitalized if it is medically required and may otherwise stay at a hotel / apartment and come to the hospital for your respective appointments. This reduces the cost of treatment, and any hospital stays are limited to a minimum.

For the safety of our patients, it is mandatory that a screening for the detection of multi-resistant pathogens be performed prior to hospitalization. In order to perform this required test you will have an appointment some days prior to your hospitalization. In case patients must be hospitalized with a positive test, which is difficult to treat, protective measures must be observed.

You will find our patient rooms – most of which are doubles – bright, comfortable, and well equipped. Each room on the regular wards has a bathroom. Some rooms have a terrace or balcony. Our rooms are equipped with the following for your communication and entertainment needs:

  • Television (including Arabic and English-language channels)
  • Telephone (at reasonable rates)
  • Internet (free of charge)

For more information, check with the nursing staff or at the admissions office (near the entrance). We make every effort to accommodate special requests concerning your room. Heidelberg University Hospital is very much in demand. For this reason, we ask you to understand that we are not always able to satisfy requests for a single room or accommodations for a guest; our primary concern and obligation are ensuring that we do not have to turn away patients due to bed shortages.

Should your state of health require special nutrition or should you have individual wishes or habits, we will be happy to allow for these. Please tell the nursing staff about your requests prior to the beginning of your treatment.

Visa extensions are issued by the locally competent foreigners’ registration office in Heidelberg. Your Case Manager at the International Office will be happy to issue a new confirmation for a visa extension if further treatment is required and the expected treatment costs have been guaranteed. Patients or relatives should contact their Case Manager some time before the visa expires since the preparation of the confirmation document may take some days.

Upon completion of the treatment, the treating physician will prepare a detailed medical report in English, if desired. You will usually receive a preliminary letter immediately after treatment; the preparation of the finalized letter, which will also be authorized by the respective Medical Director, is usually issued within four weeks upon completion of the treatment. This letter will include information on the diagnoses, the treatment performed as well as recommendations for further medical care.

Contacts in case of an emergency

Please inform our staff, e.g. via your relatives or press the call button; the nursing staff will then come to you immediately.

Emergency Units at Heidelberg University Hospital

Central telephone line: +49 (0) 6221 56-0

DEPARTMENT OF SURGERY

Address: Im Neuenheimer Feld 110

Bone fractures and open injuries, abdominal pain, vascular emergency
+49 (0) 6221 56-6220

Heart surgery emergency
+49 (0) 6221 56-38990 

Pediatric surgery emergency (accident, bone fractures, appendicitis, etc.)
+49 (0) 6221 56-36284

Vascular surgery emergency

Vascular Center: +49 (0) 6221 56-6226 (Mo to Fri 8a.m. -16 p.m.) 

Gate at Department of Surgery: +49 (0) 6221 56-6110, -6111, -6112

Urological emergency
+49 (0) 6221 56-39458

 

WOMEN’S HOSPITAL / DERMATOLOGY

Im Neuenheimer Feld 440 

Gynecological and obstetrics-gynecological emergency
+49 (0) 6221 56-7856 (General outpatient department)
+49 (0) 6221 56-7971 (labor room)

Dermatologic emergency / Allergological emergency

+49 (0) 6221 56-4002 

CENTER FOR CHILD AND ADOLESCENT MEDICINE

Im Neuenheimer Feld 430

Pediatric emergency (except pediatric surgery emergencies)
+49 (0) 6221 56-4823

 

HEAD HOSPITAL

Im Neuenheimer Feld 400

Stroke patients, facial injuries, head injuries
+49 (0) 6221 56-7211

 

DEPARTMENT OF INTERNAL MEDICINE

Im Neuenheimer Feld 410

Acute respiratory distress, unconsciousness, dizziness, high blood pressure
+49 (0) 6221 56-8782

Hematological and Oncological Patients
+49 (0) 6221 56-8611 (or – 8612)

Chest Pain
+49 (0) 6221 56-8080

 

DEPARTMENT OF ORTHOPEDICS

Schlierbacher Landstraße 200a

Bone fractures (no open wounds), spinal injury
+49 (0) 6221 56-26150

 

ORAL AND DENTAL EMERGENCIES

Sofienstraße 29 in “Europa-Center”

(located between “Bismarckplatz” and Hotel „Europäischer Hof“)

+49 (0) 6221 3544917

LOCAL EMERGENCY UNIT 

Alte Eppelheimer Str. 35, 69120 Heidelberg

Non-severe cases (e.g. changing bandages, small wounds)
+49 (0) 6221 19292
Opening hours: Nights, Wednesday afternoon, weekends and during public holidays