Commander answers top 10 patient questions

  • Published
  • By Col. John McCafferty
  • 71st Medical Group
Vance Air Force Base, Okla. --  As the medical group commander, I experience quite a few patient questions and concerns. I'd like to use this article as an opportunity to address the more common questions where all of Team Vance can reap the answers' benefits. This article might make a useful tool for future reference.
1. How do I make an appointment?
a. If you have computer access you can make an appointment 24 hours a day, seven days a week. Go to TRICARE Online at www.tricareonline.com. The patient must be registered in TOL for the appointment to be appropriately booked. Follow the instructions for the appointment type, provider and time.
b. Call the appointment line at 213-7416 from
7 a.m. to 4 p.m. Mondays and Wednesdays through Fridays and from 7 a.m. to 1 p.m. Tuesdays. Tuesday hours change to Thursdays beginning
May 1.
2. What happened to "sick call?"
The old process of patients showing up at the same time to be seen and handled on a first come, first serve basis was not an efficient use of patients' nor medical staffs' time and resources.
With the advent of primary care optimization, 100-percent appointing was implemented. For pilots and rated personnel, to include controllers, a group of acute and return to fly/duty appointments are set aside each day at specific times to expedite access; however, when these are filled, other appointment times during the day may be used.
a. "I am a pilot or controller and I am sick." Morning acute appointments are from 7:45 to
9 a.m.; afternoon acute appointments are from 1 to 2 p.m.
b. "I need to return to fly/return to duty."
10-minute appointments are available from 7 to
7:20 a.m. and from noon to 1 p.m.
c. Follow procedures above to book an appointment.
3. What is the difference between a medication "refill" and a "renewal?"
a. If the label on your prescription indicates 1.) there are more refills, 2.) it is not more than 12 months from the initial order, and 3.) it is not more than six months from the initial order for a narcotic or other controlled substance, you may:
1.) Call the pharmacy refill number at 213-7292 or (800) 453-0387 (be sure to leave the 7-digit prescription number when prompted at the end of the call)
2.) Go online to the Vance Homepage, Information box, select drop-down "Online Pharmacy Refills," and follow the prompts.
b. If your prescription does not meet all of the above criteria, then a "renewal" is needed. Call the appointment clerk and ask to leave a message for the nurse. Be sure to provide the medication name and dosage. You will be contacted only if a change needs to be made with the prescription or if more information is required. Please ensure you have a sufficient supply of medication to allow for the three duty-day review period.
4. What do I do if I have not received any information about my appointment with a specialist or for special tests done off base?
Call the referral center at 213-7747.
5. What do I do if I have not yet received the results of my off-base tests?
Call the referral center.
6. I am new to the base or do not know much about accessing health care at Vance.
The clinic offers "Right Start" orientation every Wednesday from noon to 4:30 p.m. in the clinic conference room. It is mandatory for all active duty new to the base. Spouses and retirees are welcome to attend.
7. Why will I have trouble getting an appointment from the last three weeks of April into May?
Beginning Monday, the medical group will receive training to implement a new computer system referred to as "CHCS II." This is the beginning of the Department of Defense-wide initiative for paperless medical records. There will be fewer appointments requiring a longer amount of time as the staff learns and operationalizes the new system.
8. What's happening to the clinic's hours of operation in May?
The clinic will change its official training day. Beginning May 1, the clinic will close at 2 p.m. Thursdays. This will improve our appointment access on Tuesdays, a day of high demand, especially after a Monday holiday.
9. What do I do for care when the clinic is closed?
a.) Emergency care: If you experience a serious illness or injury with a threat to life, limb or eyesight, go to the nearest emergency room or call 911. You have 24 hours to call the clinic or the primary care manager on call and notify us of your status.
b.) Non-emergency care: A PCM on call may be reached at 249-4471. Self-care instructions or referrals to Urgent Care or the emergency room may be given. You must have authorization from the PCM prior to obtaining these services or you may be responsible for the charges.
10. Why did I receive a call from a representative of the surgeon general's office after my appointment?
A few months ago the Air Force began a new initiative to collect information about patients' appointment experiences. A representative will call 100 Vance patients per week asking questions about the appointment and services we provided. Your participation is strictly voluntary. Please answer honestly so necessary improvements can be made.