International Patient Services
A dedicated service offering the most comprehensive support that exists for International Clients in healthcare in Portugal. Whether you live in Portugal, are vacationing here and fall ill, or will travel here specifically to receive health services, we'll guide you every step of the way in order to allow you and your family to focus on your health.
For healthcare that speaks to you.
The Hospital da Luz Lisboa is the largest and most advanced private hospital in Portugal. We receive thousands of foreign clients per year as a result of our reputation, clinical services, high end technology, modern facilities, and location. Our foreign clients, including residents, visitors, and individuals travelling to Portugal specifically for health services, receive care with greater ease and comfort in a hospital that has integrated International patient support into their service in order to ensure that the healthcare speaks to you.
We aim to provide an environment where non Portuguese speaking clients feel welcome, secure, and heard. You should feel comfortable navigating the hospital, understand the process of care, the physician recommendations, and have an opportunity to ask your questions. To support this, we developed the most comprehensive communication support program available to foreign clients in healthcare in Portugal. The program helps foreign clients throughout their journey, from finding a doctor to discharge and follow up.
International Patient Services, located in the corporate office of Luz Saúde, supports the Hospital da Luz Lisboa by:
- managing the communication support program,
- developing international insurance agreements,
- maintaining relationships with foreign groups in Portugal (social clubs, schools, and embassies),
- and coordinating services for patients who will travel to Portugal specifically to receive care.
International patient support has also been integrated into the satellite clinics of the Hospital da Luz Lisboa, Hospital da Luz Clínica de Oeiras in Oeiras and Hospital da Luz Clínica da Amadora. This makes it possible to take advantage of coordinated health care services, allowing you to manage routine visits in any of these facilities with an assurance for a continuation of care if hospital based services are required.
For appointments or hospital related questions, call the general line of the hospital (+351 217 104 400) and press 5 to speak to someone in English. You may also request appointments or exams online or email us at firstname.lastname@example.org. Our call center can look for a physician who speaks your language and provide guidance for accessing hospital services.
If you intend to travel to Lisbon to receive medical services or would like more information about International Patient Services, please email: email@example.com.
Communication Support Program
Effective communication is essential in the care and management of patients.
Effective communication can be challenging even when the conversation involves two native speakers of the same language. Add language and cultural differences to the equation, and the challenge becomes that much greater.
Possible adverse consequences of communication challenges arising from language and cultural differences between patient and provider are well documented and include increased stress, lower satisfaction, lower compliance, avoidance of medical care, no routine or preventative care, inability to provide consent, overuse of diagnostic services, errors in diagnosis, incorrectly following the physician’s recommendations, and forgoing follow-up care. Hence, access to care, patient safety, appropriate utilization of health resources, and customer satisfaction are all affected.
The Hospital da Luz Lisboa has already implemented many resources and tools that will support the communication throughout the patient’s journey. In addition, we provide training and awareness to hospital staff, consider their feedback, and listen to our clients. This means that our communication support program will continue to grow and evolve over time.
The Hospital da Luz Lisboa has agreements with international insurers.
We hold agreements with many international insurers, embassies, and other organizations who manage health benefits for their members. Our call center can tell you if we accept your insurance. If we do not have an agreement with your insurer, tell us, and we will contact them directly in order to help facilitate access to the Hospital da Luz Lisboa. Please contact firstname.lastname@example.org to suggest an insurer.
International insurers often have health networks in each country where they have members in order to facilitate access to hospitals and clinics that provide quality care. When the insurer develops an agreement with the hospital or clinic, usually a direct billing arrangement is established for inpatient and sometimes ambulatory care. This often substantially reduces the out-of-pocket requirement for the client at the time of service as well as the necessity to complete additional paperwork for reimbursement requests to the insurer. Personal expenses or extra services requested for the comfort of the client are usually paid by the client at the time of discharge.
To access services included in direct billing arrangements at the Hospital da Luz Lisboa, clients with international insurance should always request a Guarantee of Payment letter (also known as Terms of Responsibility or Pre-authorization) from their insurer (or embassy / other payer). The Guarantee of Payment letter will indicate the health services you are eligible to receive according to your specific health plan, the percentage or amount you are required to pay before admission (including any co-payments or deductables, if applicable), and the amount that may be billed directly to the insurer.
Bring the Guarantee of Payment letter, your insurance membership card (if applicable), and picture identification card to the hospital on the day of the appointment or inpatient admission. If the insurer’s guarantee letter is not available prior to admission, you may be asked to provide an advance deposit, based on the anticipated charges of the services to be provided. The deposit will be returned to you upon confirmation of coverage from the insurer. Throughout your care, the hospital will communicate with your insurance company as needed in order to support a seamless service for you.