You will receive all routine and primary health care from your PCM and he/she will refer you to specialty care when necessary. You are entitled to access to care within these specific time frames:
Acute/Urgent Care appointments within 24 hours
Routine Care appointments within 7 days
Specialty Care or Wellness appointments within 28 days
Acute/Urgent Care is for an illness or injury that would not result in further disability or death if not treated immediately, but does require professional attention within 24 hours. You would require urgent care for conditions such as a sprain, sore throat, or rising temperature that have the potential to develop into an emergency if treatment is delayed longer than 24 hours. Routine (Primary) Care includes general office visits for the treatment of symptoms, chronic or acute illnesses and diseases, and follow-up care for an ongoing medical condition. Routine care also includes preventive care measures to help keep you healthy. Specialty Care is for those times you need to see a specialist for a diagnosis or treatment that your PCM cannot provide. Your PCM will provide referrals to access services from specialty providers and will coordinate the referral request with the RACH Referral Office when necessary. Wellness Care includes health maintenance care such as physical examinations, periodic health examinations, health screenings and well child care.
Emergency Care is defined as a medical, maternity or psychiatric condition that would lead a “prudent layperson” (someone who has average knowledge of health and medicine) to believe that a serious medical condition exists, or the absence of immediate medical attention would result in a threat to life, limb or eyesight, or when the person has painful symptoms requiring immediate attention to relieve suffering. If you need emergency care, go to the nearest emergency room or call 911.
For questions or concerns on access standards, ask to speak with the Office Manager or NCOIC. If you need further assistance, please see the Patient Advocate (page 33).
A telephone consultation is Reynolds’ systematic method of addressing patient’s medical needs when appointments are not available with their assigned PCM. Patients may also directly request a telephone consultation when they prefer to speak with their PCM or nurse for medication refills, test results or general health questions. If there are no appointments available or if the patient is requesting a telephone consult directly, the appointment clerk will create an electronic telephone consultation and submit it to the nurse of the patient’s PCM. The clinic staff will make every effort to respond to telephone consultations on the day they are received.
Secure Messaging is an electronic communication system between patients and their provider teams. Patients may e-mail a message to their Primary Care Manager to request and coordinate appointments, lab/radiology results, pharmacy refills and more. Be sure to ask your provider about registering for Secure Messaging.
The ICE system is a web-based tool that collects feedback on services provided by various organizations throughout the Department of Defense. ICE allows customers to submit online comment cards to rate the service providers they have encountered at military installations and related facilities around the world. It is designed to improve customer service by allowing managers to monitor the satisfaction levels of services provided through reports and customer comments. ICE comments are received on a daily basis and responded to within 72 hours, thus it is a quick method for corrective action.