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Winston Lottimore keeps in touch with family and friends in Bermuda via e-mail.
As Winston Lottimore, a native of Bermuda, prepared for discharge from BWH after undergoing a kidney transplant, he was grateful to the clinical staff who cared for him during his stay. He also has a special place in his heart for members of the Patient Access Services International Office.
“They sort of became part of my extended family,” he said. “They were just a phone call away.”
Lottimore is one of many international patients who come to BWH each year to receive care. Each patient works with members of the International Office to coordinate the details of their trip, from beginning to end.
Last year, about 1,800 patients visited BWH from 164 countries, said Kerin Howard, who heads the office and oversees a staff of seven bilingual coordinators.
“Patients come from all walks of life and all kinds of situations,” said Howard. “They are just like every other patient we have, but living out of the country requires that we help them with the details of their trip so they can concentrate solely on their medical visit.”
Before he left for Boston, Lottimore worked with a dedicated coordinator to arrange all the details of his visit, including air travel and transportation. He also corresponded regularly with staff in the International Office prior to his visit to ensure his medical records were forwarded to his physicians at BWH.
This kind of individual attention for every international patient helps ensure they get the best care possible when they arrive at the hospital, Howard says.
“Along with the great care patients receive from our clinical staff, we are a piece of the puzzle that makes sure the patient’s visit is as smooth as possible,” said Howard.
Lottimore’s trips to BWH began a few years after he was placed on the organ donor list. The visits were made possible by a contract between BWH and the Government of Bermuda to handle some of the island’s patients who need specialized care. “Our island is beautiful, but with just around 21 square miles, you can’t find this type of care,” said Lottimore.
In addition to transplants, international patients also travel to BWH for cardiovascular care, cancer treatment and many other medical issues.
“It is the hospital’s reputation that drives people to come and receive care here,” said Howard. ”When they leave, we want to make sure we have surpassed all of their expectations.”