Information provision messages

Inform beneficiaries of international protection on the below.

• Their rights to access healthcare services on the same basis as nationals, including primary care, specialist services, emergency care and mental health services. Provide a brief description of each service. 
• The types of healthcare services available, such as general practitioners/family doctors, hospitals, specialist clinics, dental care, mental health support and emergency services. Include information about special healthcare programmes for specific groups, such as beneficiaries with disabilities or chronic conditions.
• The eligibility criteria for accessing different healthcare services, including necessary documentation (e.g. medical history, medical documents), residence permit, medical insurance (if applicable) and social security number, depending on your national context.
• Which healthcare services are free (e.g. emergency care) and which may require medical insurance, payment or co-payment, depending on your national context. Inform beneficiaries about any available financial support for healthcare costs, or any support services covering these costs (e.g. NGOs who collaborate with healthcare providers). 
• How to obtain a medical insurance or any other necessary documentation required to access healthcare services, where applicable.
• The procedures for accessing emergency healthcare services, including when and how to call emergency numbers, what happens in an emergency room, and what to expect.
• The availability of mental health services, including counselling, therapy, and psychiatric care, and how to access these services, especially for beneficiaries with special needs, e.g. victims of torture. 
• The availability of telemedicine services, particularly for beneficiaries with mobility impairments or those unable to attend face-to-face appointments.
• Maternal and child health services, including prenatal and postnatal care, paediatric services, and vaccination programmes for children.
• Available reproductive healthcare services. 
• Available preventive medical checks specifically for women (e.g. assessments, screenings) if applicable. 
• Any mandatory vaccination protocols for those living in collective settings, such as reception facilities.
• The importance and availability of preventive health screenings for conditions such as cancer, diabetes, cardiovascular diseases.
• How to access pharmacy services, including obtaining prescription medications, understanding medication options, and refilling prescriptions. 
• Community health programmes and outreach initiatives that provide additional healthcare support in local communities.
• How to navigate the healthcare system, including registering with a general practitioner, making appointments and seeking specialist referrals. Provide contact details for relevant public or private services (e.g. NGOs, community centres) that offer guidance. Additionally, inform applicants on any existing multilingual portals or mobile apps that provide information on such aspects. 
• The contact details of local healthcare service providers (e.g. hospitals, clinics, medical cabinets) and available healthcare emergency services, and consider providing them with a list of these contacts. 
• The confidentiality and privacy of their medical information; briefly explain their rights in this regard.
• The concept of informed consent, their rights as patients, and the importance of understanding medical procedures and treatments.
• Common health issues, healthy living standards, and disease prevention.
• Their right to quality healthcare; instruct them on how to provide feedback or file complaints about healthcare services.

Practical tips

• Design and distribute multilingual brochures, leaflets and flyers detailing healthcare rights, available services, and contact information for local healthcare providers (e.g. local hospitals, emergency units, clinics, and medical cabinets). Include emergency numbers and contacts of support service providers (e.g. NGOs).
• Partner with healthcare service providers to organise joint information sessions and design educational resources on common health issues, healthy living, and disease prevention. Inform healthcare providers about the presence of beneficiaries of international protection, their right to access healthcare services on the same basis as nationals, and the main healthcare issues they face.
• In collaboration with specialised service providers, organise workshops on specific health topics such as maternal and child health, chronic disease management and mental health support.
• Provide healthcare service providers with contacts of interpreters, including remote interpretation services, for emergencies and other medical situations involving beneficiaries.