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1. Welcome to the VA Puget Sound Health Care System Thank you for your service! www.healthmap.wordpress.com

2. Agenda for New Patient Orientation • Welcome • What we stand for • Comprehensive healthcare – • Patient Aligned Care Team (PACT) • Specialty care services • Pharmacy overview • Important contacts and telephone numbers • Questions

3. What is your role in your Healthcare? You, the Veteran, are the most valuable member of the healthcare team • Where are you in your lifelong journey? • What role does the VA play in your healthcare? • How can we design a roadmap for your success? • Please write down your questions

4. Integrity Commitment Advocacy Respect Excellence

5. VHA Mission “Honor America’s Veterans by providing exceptional health care that improves their health and well-being.” www.facebook.com/vapugetsound www.twitter.com/vapugetsound

6. Leadership Team DeAnn Lestenkof Deputy Director William H. Campbell, MD, FACHE Chief of Staff Karen AllenAssociate Director For Nursing Service David A. Elizalde Director Walt Dannenberg Assistant Director

7. Vision – Our Promise to Veterans • The Veterans Health Administration will provide exemplary services that are both patient-centered and evidence-based • Care will be delivered by engaged, collaborative teams in an integrated environment that supports learning, discovery and continuous improvement • It will emphasize prevention and contribute to the Nation’s well-being through education, research and service in national emergencies

8. Statistics for VA Puget Sound Health Care System for 2011 • 86,609 Veterans Served • 2,820 Employees, 1,239 are Veterans • $566.2 Million Medical Expenditures • $63 Million Pharmaceutical Purchases • 459 beds • 6,488 Surgeries • 856,680 Outpatient Visits

9. To Make An Appointment To schedule, reschedule, or cancel an appointment with provider or nurse: • Call the Centralized Scheduling Center (CSC) at 1-800-329-8387, X71234 • The CSC is open 7 am – 7 pm, Mon – Fri (excluding Federal holidays) • Please contact us immediately if you are not able to make your scheduled appointment. This will allow us to reschedule your appointment in a timely manner and give access to a fellow Veteran • You will receive automated telephone appointment reminders and postcard appointment reminders • For Patient Safety we ask for two identifiers with every contact: Full Name and Date of Birth Or Full Name and Full Social Security Number

10. 24/7 Nurse Advice Telephone Line • Call 1-800-329-8387, Ext 72273, for immediate access to a triage nurse • Your provider will be alerted about after-hour triage calls within one business day, and will follow up with you

11. Veterans Crisis Line • If you are having thoughts of harming yourself or someone else, please call 911 or go to the nearest hospital • Veterans Crisis Line 1-800-273-8255(1-800-273-TALK), press 1

12. Emergent/Urgent Care • In an emergency go to the nearest emergency room, call 911 if needed • There are no emergency services available at American Lake VA • If you are having life-threatening symptoms, call 911 • The VA will not pre-approve payment for non-VA emergent or urgent care

13. The VA Considers Emergencies as Risk of: • Loss of life • Loss of limb • Loss of eyesight

14. Prescriptions • VA Puget Sound Pharmacy • Window pickup reserved for new prescriptions that your provider wants you to start immediately • Check-in with a pharmacist for prescription counseling • Consolidated Mail Outpatient Pharmacy (CMOP) • For all other prescriptions • Medications are mailed to your address on record • Contact the pharmacy if you change your address and/or phone number

15. Prescription Refills • Request refills as soon as you receive your prescription or at least 2 weeks before you will run out • 24 hour automated telephone refill line • 206-277-4000 (Seattle) or 253-583-3000 (American Lake) • Select option 1 • Internet refills • www.myhealth.va.gov

16. Medication Reconciliation • What is Medication Reconciliation? • Process of comparing your medication list with the VA medication list • Maintaining an updated, accurate list of all the medications you are actually taking • Why is it Important? • Informs your provider about all your medications so that your VA medications will not interfere with any other medications you may be taking, including over-the-counter medications or prescriptions from another provider • What should you do? • Tell your provider or pharmacist about medication changes • Keep an updated medication list

17. Patient Aligned Care Team (PACT) & YOU • PACT is a team-based approach to YOUhealth care that delivers efficient, comprehensive, and continuous care • YOU will be at the center of your PACT teamlet, which includes your provider, RN care manager, LPN/ health-tech & patient services assistant, as well as social workers, dieticians, pharmacists, mental health providers, case managers, and other specialists as needed • It putsYOUat the center of your relationship with your PACT team

18. You are the center of your care 18

19. Enrollment with Your PACT Team To stay enrolled with your PACT Team, please: • See your primary care provider at least once a year • Remaining with the same provider & PACT team will help ensure continuity and quality of care • Visit the Eligibility Office once a year to update your Means test if required

20. Specialty Care Services • Anesthesiology • Audiology/Speech • Cardiology • Dermatology • Gastroenterology • Internal Medicine • Gerontology & GRECC – Geriatric Research, Education, Clinical Center • Hematology • Infectious Diseases • Metabolism • MIRECC – Mental Illness Research, Education, Clinical Center • Nephrology • Neurology • Nursing • Oncology • Orthopedics • Pathology/Lab Medicine • Psychiatry • Psychology • Pulmonary Care • Radiology • Rheumatology • Rehabilitation Medicine • Spinal Cord Injury • Surgery • Urology

21. Mental Health Services The mission of the Mental Health Service is to provide a continuum of care that is innovative, evidence-based, recovery oriented and Veteran-centered. The Mental Health Service offers both Outpatient and Inpatient treatment. • Psychiatric Emergency Services (PES): Open 24 hours/day, located within the Emergency Room at the Seattle VA • Psychiatric Assessment Clinic (PAC): Open 8am-4pm M-F, located at American Lake • Inpatient Psychiatry: Veterans admitted by PES or PAC. The average length of stay is 5-7 days. The goal of inpatient psychiatry is to provide immediate safety and stabilization to Veterans, then to discharge to an appropriate level of care.

22. Mental Health Services - Outpatient • Evaluation and treatment • Medication Management • Brief Individual Counseling • Group Therapy • Case Management Services • Crisis Management • Family Counseling • Caregiver Support • Care coordination with other VA and community services

23. Rehabilitation Care Services • Rehabilitation Care Services offers: • Comprehensive Inpatient Rehabilitation • Specialty Outpatient Care Teams – Stroke, Multiple Sclerosis,  Amputation, Polytrauma, Amyotrophic Lateral Sclerosis (ALS)  provide life-long follow care • Rehab Specialty Care – EMG, Spine, Musculoskeletal, Physical Therapy, Occupational Therapy, Speech Therapy, Recreational Therapy, Vocational Rehabilitation, Rehab Nursing, Audiology services and Rehabilitation Psychology. • Center of Excellence for Multiple Sclerosis (MSCoE) • Regional Amputation Center (RAC) • Center of Excellence for Limb Loss and Prevention • Polytrauma Network Site (PNS)

24. Patient Advocacy Program • Patient Advocates are available at both of our divisions • They are in the office M-F from 9-12noon and 1-3:00pm • You may contact Patient Advocate office at 1-800-329-8387: • Dial ext 62160 for Seattle • Dial ext 72520 for American Lake • You can also reach the Patient Advocate Office by email at pugpatientadvocate@va.gov. Please be aware that this is not a secure way to share personal information. Please use this email only to make initial contact.

25. Outpatient Services for Women Veterans • Trained Women’s Health Primary Care providers are available at both Seattle & American Lake, as well as Community Based Outpatient Clinics • Services are available through the Women’s Health Clinic: primary care, gynecology, mental health, social work, pharmacy and nutrition • A choice of a female provider when assigned to primary care or mental health is available • Chaperones are available whenever you would like one • Maternity Care (Fee Service)

26. Inpatient Services for Women Veterans • If hospitalized at VAPSHCS, you will be provided a private or semi-private room (with a female roommate) with an attached bathroom with shower • If admitted to inpatient psychiatry, your room will have a door that locks for privacy • http://www.pugetsound.va.gov/services/women.asp • For further information, please contact your Women Veterans Program Manager, Jan Buchanan, MSW, MC, at 206-764-2441

27. Minority Veterans Program • Assist minority Veterans with VA health and benefits services, treating them with the respect and honor they deserve • Target outreach to minority Veterans through existing community networks • Minority Veterans Program Coordinators (MVPCs) are located at VA Regional Offices, VA Health Care Facilities, and VA National Cemeteries • For questions or concerns, please contact the MVPC Coordinator, Ms. Cathy Davidson, at 206-763-5363 or 253-589-4147

28. Social Work Services What can a Social Worker help with? • Social Workers help with a wide range of issues and work throughout the medical center. • Topics include: basic needs, housing, advance directives, accessing services, placements/long term care, in home services, finances, employment, transportation, care giving and many more. • If you have questions or problems, the social worker may assist directly and/or refer you.  We may even help you figure out your needs and options.

29. Social Work Services How to reach Social Work Department: • Mon – Fri, 8am - 4:30pm (except Federal holidays) • 1-800-329-8387Ext 62646 • Calls for American Lake will be forwarded • In Seattle, Building 1, Room 207 • At American Lake, ask at front desk/check in

30. Living Better with Chronic Disease • Strategize to live better • Follow your treatment plans • Monitor your health • Know what to watch for • See your Provider for regular exams • Get support • Be informed • Check with your PACT for a list of classes

31. Healthy Living Messages • Eat wisely • Be physically active • Maintain a healthy weight • Be tobacco free • Limit alcohol • Get recommended screening tests and immunizations • Manage stress • Be safe • Get involved in your healthcare

32. Health Promotion & Disease Prevention • Be proactive • Emphasize prevention of chronic illness • Gain the skills and confidence to self-manage chronic conditions • Take more control of your health and well being • Learn how to change your lifestyle • Make shared decisions with your healthcare team

33. Reaching a Healthy Weight MOVE! Is a SELF-MANAGEMENT weight loss program for Veterans that encourages healthy lifestyle changes MOVE! Is free for all Veterans and offers: Your own weight loss plan Information on healthy eating from a Registered Dietitian Support from staff and others Classes to teach you how to live healthier www.move.va.gov GET STARTED TODAY! Call the MOVE! Office Toll Free at 1-800-329-8387 or (253) 582-8440, ext. 76683 to enroll in the MOVE! Program

34. What private health insurance do you have? • Having your private health insurance on file may help to defray your costs with the VA • We ask for your insurance to bill for services that are not service-connected. That money comes back to VA Puget Sound to fund Veterans’ health care • VA will bill your private insurance

35. Travel Benefits for Medical Care • You may be entitled to beneficiary travel mileage reimbursement.  Please see the pamphlet provided  • For your convenience, you may receive your reimbursement by mail  • You may also request mileage reimbursement at the Beneficiary Travel Window at American Lake or Seattle VA • Please contact the Beneficiary Travel Office at 206-764-2120 if you have any questions

36. Non-Health Care Benefits from VA • For benefits such as Disability Compensation, GI Bill, Home Loans, Insurance, etc., please contact the VA Telephone Assistance Center or your local Veteran Service Office • VA Telephone Assistance Center at 1-800-827-1000 , 7:00am – 7:00pm, M-F except Federal Holidays • For Burial Benefits, please contact the Tahoma National Cemetery at (425) 413-9614

37. Virtual Lifetime Electronic Record (VLER) Health • Free program • Shares certain parts of your health record-VA, DoD and private partner- MultiCare • Secure network between partners • Sign Authorization to enroll and opt out • Sign up today

38. MyHealtheVet • Your gateway to Veteran health benefits & services • Web-based application intended for Veterans & their families • Helps Veterans, clinicians, family members, and healthcare providers access and track resources to achieve the best possible health outcomes

39. MyHealtheVet • One-time In-Person Authentication • Online Prescription Refills • Secure Messages • View VA Appointments • Chemistry/Hematology Lab Results • Vitals Tracking/Graphing • Personal Health history • Activity/Food Journals • Personal Information • Healthy Living Centers • VA Benefits and Services • Trusted Health Information • VA News & Feature Stories • Diseases and Condition Centers

40. Thank You for Your Service! Thank You for Choosing VA as Your Health Care Provider of Choice Questions?