Patient Liaison Officers help bridge gap

  • Published
  • By Lt. Col. Michael Lovering
  • 52nd Medical Operations Squadron commander
SPANGDAHLEM AIR BASE, GERMANY --  I was admitted to the Bitburg Krankenhaus a few nights ago. The Krankenhaus in Bitburg is one of four hospitals available to a Saber for medical care. One of the first people I met was a Patient Liaison Officer who was there to assist me with my hospital stay, as well as aid in bridging the communication gap with our host nation care givers.

What I experienced was a compassionate PLO; one who was fluent in German, and could express the concerns I was unable to. I noticed my anxiety level dropped significantly when she told me what I could expect during my stay. She outlined German customs and courtesies, how to use the phone and how my stay was going to progress from beginning to end. She also assured me that upon my discharge, I would know what my next course of treatment and/or follow-up care would be with the 52nd Medical Group clinic.

This scenario plays out three to four times every day with the ultimate goal being to ensure seamless health care between the host nation hospital and the 52nd MDG. The PLOs are critical to this process and the success of this mission. There's not a week that goes by that I don't receive a letter from a patient saying how much they appreciated the prompt attentiveness of the PLO. Their tireless efforts and contributions to the mission are not going unrecognized.

The PLO program was expanded in July 2006 when the medical group began preparing to transfer several of its critical services from the base hospital to host nation facilities. Likewise, fewer of Spangdahlem's Airmen were being sent to Landstuhl Regional Medical Center due to the increase in activity of patients returning from downrange. This realignment of patient care created a need for additional representatives who could work in and with the local hospitals to provide the best medical care possible.

"As of June 2007, there were only a handful of PLOs working for the medical group. To date, we have 12 people working day and night for us," said Capt. Jason Tompkins, 52nd Medical Support Squadron. "With their help, the medical group is able to ensure a near-seamless hospital to clinic transition."

Mrs. Simone Harcarik, one of the PLOs from the St. Elisabeth Krankenhaus in Wittlich, says one of the most important things to realize when meeting a new doctor downtown is not everything translates into and out of English correctly the first time.

Mrs. Crystal Baumgart, wife of Capt. Andrew Baumgart from the 23rd Fighter Squadron, echoed Mrs. Harcarik's sentiment. During her first visit with a German doctor, his intention was to advise her to take some time to relax at home if needed. What he told her in English was, "Go home and be quiet." It wasn't until Mrs. Harcarik translated the English to the doctor that he understood why Mrs. Baumgart had become agitated by his comment.

"At first, it was scary going to the Krankenhaus, but ever since I started working with Simone, my time here has been great, and the hospital staff has been so helpful and understanding," she said.

Being a PLO is definitely not a job where you can hide behind a desk. The position is challenging, and PLOs work longs hours.

"This job needs to be part of you. It's not an 8 a.m. - 5 p.m. job," said Ms. Alwine Ramirez, a PLO for both hospitals in Trier. "You have to be there when you're called on to help, and you need to stay until the job is done." Additionally, the PLOs have assisted in the delivery of approximately 263 new Sabers between July 2007 and August 2008.

The following are the four hospitals Sabers may visit for health care, depending on the type of care needed: the Marienhausklinik in Bitburg; the St. Elisabeth Krankenhaus in Wittlich; and in Trier, the Klinikum Mutterhaus der Borromaerinnen and Krankenhaus der Barmherzigen Bruder. Each Krankenhaus has a PLO on the premises from 8 a.m. to 9 p.m., Monday through Friday. PLOs make rounds on the weekends, and are available immediately upon request.

For more information on these hospitals and the PLOs, visit the Spangdahlem Air Base Web site at www. spangdahlem.af.mil (Staff Sgt. Matthew Bright, 52nd Fighter Wing public affairs office, contributed to this article.)