REYNOLDS ARMY COMMUNITY HOSPITAL

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Access To Care

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Getting Care

There are two things you must do before obtaining medical care at Reynolds. First, you must update your status in DEERS (Defense Enrollment Eligibility Reporting System). Second, you must enroll in TRICARE Prime or transfer your current enrollment to Fort Sill.


Defense Enrollment Eligibility 
Reporting System (DEERS)
Proper registration in the Defense Enrollment Eligibility Reporting System (DEERS) is key to receiving timely and effective TRICARE benefits. DEERS is a worldwide, computerized database of uniformed service members, their Family Members and others who are eligible for military benefits, including TRICARE.


All sponsors (active duty, retired, National Guard or Reserve) are automatically registered in DEERS. However, the sponsor must register eligible Family Members.


It is vital to keep your DEERS records updated; this includes changes in military career status, addresses, family status, i.e., marriage, divorce, births and adoptions.

 


To update all DEERS information, visit the local ID card facility, Building 4700, or call (580) 442-5010. The ID card facility uses an appointment system. You can call or make an appointment online. Click on the “Make Appointment” tab, select Oklahoma from the drop-down menu and click “Go,” then click on “Fort Sill” and follow the prompts. Appointments are available Monday through Friday, 8:30 to 11:30 a.m. and 12:30 to 3 p.m. To update your address and telephone number, visit www.dmdc.osd.mil and click on "Beneficiaries."

Making an Appointment

For patients who are assigned to a PCM located at RACH or at Frontier Medical Home, you may schedule an appointment by calling (580) 558-2000, option 1. One of the booking staff will assist you with your appointment needs Monday through Friday, 7:30 a.m. to 4 p.m. Please do not call the clinic front desk directly to schedule an appointment as you will experience a delay while you are transferred to a medical support team.


If calling for medication refills, lab/radiology results or other non-appointment related issues please call after 1 p.m.

 


Specialty Care and 
Behavioral Health Appointments
You may schedule follow-up appointments with specialty care and behavioral health clinics by calling 558-2000, options 5 and 3 respectively.

Access Standards

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).


Telephone Consultations
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
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.

 


Interactive Customer 
Evaluation (ICE)
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.

Army Patient-Level Satisfaction Survey (APLSS)

When we receive high APLSS scores, the Department of the Army provides additional funding to improve patient services. We would very much like to hear all our patient’s views and opinions on the overall health care they receive. Many times after you visit one of Reynolds’ clinics, you will receive a letter asking you to complete a Patient Satisfaction Survey which measures how satisfied you were with your visit.

 


The best and easiest way to rate our services is to complete the Army Provider Level Satisfaction Survey every time you receive one. The survey can be completed online or simply by calling the 800 numbers listed on your letter. The survey will only take a few minutes and is an excellent way to help us help you. Your survey results and comments are sent back to us by an independent agency. Your identity remains completely confidential and unknown to us. We strive to provide high quality service to all our patients. Your participation with completion of these surveys will help us identify how we can better assist you at all your appointments. For more information, please call (580) 558-2390/2483/3161.

TRICARE

TRICARE is the health care program for Active Duty and Retired service personnel, their eligible 
Family Members and survivors. TRICARE does not provide medical coverage for a sponsor’s 
parents or parent in-laws. TRICARE combines both military and civilian services to deliver the 
highest quality health care. Reynolds is in the TRICARE South Region.


The DoD has selected Humana Military to administer the TRICARE program for beneficiaries in the TRICARE South Region. Humana Military is committed to preserving the integrity, flexibility and durability of the Military Health System.

 


For more information regarding Humana Military, go to their website, call (800) 444-5445, or visit the TRICARE Service Center (TSC) located on the first floor of RACH, near the south entrance.

TRICARE Prime Enrollment
The TRICARE Service Center (TSC) offers walk-in service to either enroll in TRICARE Prime or transfer your enrollment to Fort Sill. After you complete your TRICARE Prime enrollment paperwork, you will receive a letter notifying you of your assigned Primary Care Manager (PCM). If you do not receive notification of your assigned PCM within 14 days after enrolling, please contact Humana Military at (800) 444-5445 or visit the TSC in the hospital. The Service Center can also assist with questions on TRICARE programs, medical claims, referral assistance, benefits and PCM changes.


TRICARE Plus Enrollment
TRICARE Plus is not a health plan but is simply a way to access primary care. When capacity is available, we offer TRICARE Plus enrollment to Reynolds’ Prime enrollees who turn age 65. You will receive a letter from us prior to your 65th birthday. The letter will instruct you how to enroll in TRICARE Plus if you choose to do so. Through TRICARE Plus, you will receive primary care at the MTF with the same access standards as TRICARE Prime enrollees and will pay no out-of-pocket costs. Beneficiary counseling and assistance coordinators (BCACs), located next to the TSC, are available to answer any questions you may have and to assist you with TRICARE Plus enrollment. You can reach them at (580) 558-2483/3161/2390.


Whether you enroll in the TRICARE Plus program or not, as a Medicare Beneficiary you are eligible for the TRICARE for Life Program (See Beneficiary Counselors for more information).


TRICARE Online
TRICARE Online (TOL) is a Department of Defense web-based tool that allows 
TRICARE Prime and Plus participants the option to book appointments with their PCM through the internet. We encourage you to register with TOL and make your appointments at your convenience. Appointments are available 24 hours in advance and can be booked at any time. Adults may book appointments for other family members using the same log-in.

The TOL site also provides access to over 700 health topics covering conditions, diseases, and wellness. There is extensive information about drugs, a medical dictionary and other trusted health resources.

 


To get started, go to TRICARE's website and follow the easy online instructions to register. Once logged in, click on “appointments” to schedule an appointment with your PCM.

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