36C24419R0074-006.pdf

Veterans Health Administration

Erie VA Medical Center

New Patient Orientation Welcome to the Erie VA Medical Center

Attachment D

Page 2 New Patient Orientation

Welcome

On behalf of the Erie VA Medical Center (VAMC), I’d like to welcome you to your medical center and thank you for choosing us for your health care!

As World War II was ending, the country’s commitment to Veterans became even stronger. In 1951, the Erie community received a brand new medical center solely for the care of Veterans. Today, Erie VAMC is recognized as a 5-star medical center in the delivery of high-quality health care. We have the honor and privilege to serve more than 21,000 Veterans in a nine-county area within northwestern Pennsylvania, eastern Ohio, and southwestern New York.

We are committed to building on the tradition of excellence at the Erie VAMC. As director, my focus, first and foremost, is to enhance access to care for the Veterans we serve. Other key priorities include building trust and confidence of Veterans, improving the overall Veteran experience, creating a positive atmosphere for employee engagement, directing continuous quality improvement, and collaborating with community partners.

Director’s Message John Gennaro

These priorities wrap into one mission: to provide you with an exceptional experience during your visit. Please let us know if there is anything we can do to improve your VA experience.

Again, welcome to your Erie VAMC and thank you for your service!

John A. Gennaro

Director, Erie VA Medical Center www.erie.va.gov Page 3

Table of Contents

About the Erie VA ___________________ 4 Other Care Options _________________ 4 Hospital & Clinic Locations ____________ 5 Appointments & Scheduling __________ 6 Urgent Care Center __________________ 6 Non-VA Care _______________________ 6 Eligibility & Benefits _________________ 7 Pharmacy _________________________ 8 Patient Centered Care _______________ 9 PACT Teams _______________________ 9 Healthy Living ____________________ 10 My Health Choices _________________ 11 Healthy Lifestyle Programs __________ 12 Contact Information ________________ 13 Campus Maps _____________________ 14

Partners in Healthcare

Thank you for choosing us for your health care.

We provide health care for like you every day.

Page 4 New Patient Orientation

Other Care Options My HealtheVet https://www.myhealth.va.gov My HealtheVet allows you to manage your health care online from the convenience of anywhere you are. You can:

• Refill medications

• View lab results

• View provider visit notes

• Send Secure Messages to your provider and healthcare team

For questions, contact: 814-860-2821.

VA Mobile Apps mobile.va.gov/appstore

VA Mobile Health aims to improve the health of Veterans by providing technologies that expand clinical care beyond the traditional office visit.

• VA online Scheduling - schedule your appointments online.

• VA Video Connect - Reach your health care team over live video.

• VA MOVE! Coach - manage your weight loss goals & get support!

Page 4 New Patient Orientation

About the Erie VA The Erie VA Medical Center is a 5-star Joint Commission-accredited facility serving Veterans in northwestern Pennsylvania and northeastern Ohio. The medical center’s mission is to provide exceptional health care to Veterans.

The two highest volume services provided include Primary Care and Behavioral Health.

Community Based Outpatient Clinics aim to make health care accessible to Veterans in their own communities.

Erie supports five community clinics. See page 5 for more information and addresses for these clinics.

In 2018, the Erie VA served over 21,000 Veterans for a total of 255,963 outpatient visits. Its 800+ employees help serve Veterans of all eras including 1,992 Veterans from OEF/OIF/OND and more than 1,567 women Veterans.

Programs and Services

• Audiology

• Behavioral Health

• Caregiver Support

• Community Living

Center

• General Surgery

• Homeless Support

• Hospice Care

• My HealtheVet

• Oncology

• Optometry

• Orthopedics

• Primary Care

• Smoking Cessation

• Speciality Care Clinics

• Stress Management

• Transition Care

• Urgent Care

• Urology Management

Program

• Women Veterans

Program

For a full list of Health Care Services, visit https://www.erie.va.gov/services/index.asp

Virtual Care Services 814-860-2547 Telehealth Services use technology, specifically videos, cameras, and monitors, to connect patients to speciality care providers in a faster, more convenient way.

Telehealth services provide the right care, in the right place, at the right time.

• Dermatology

• Sleep Clinic

• Pre-Diabetes

• Retinal Imaging

• Weight Management

• Home Telehealth

For more information, talk to your PACT or contact the Telehealth Coordinator.

Behavioral Health Services 814-860-2038

The Behavioral Health Clinic supports mental health issues such as PTSD, depression, serious mental illness, military sexual trauma, and substance abuse with both individual and group counseling.

Homeless Care Team 814-860-2038 If you are homeless, or at risk of becoming homeless, please call to speak to a member of the Homeless Care Team.

Help for Homeless Veterans va.gov/homeless (877) 424-3838 www.erie.va.gov Page 5

Hospital & Clinic Locations Community Based Outpatient Clinics (CBOC)

CBOCs are similar to a doctor’s office. Veterans may receive Primary Care, Behavioral Health, and other services such as lab work at the CBOCs; while relying on the Erie VA Medical Center for specialty treatment not available at the CBOC locations. Telehealth Services have helped to bring more specialty services to the CBOCs, but it is not appropriate for all types of appointments, so be sure to check with your Primary Care Provider to see if this is appropriate for you!

Ashtabula County

2044 Lambros Lane Ashtabula, OH 44004 866-463-0912

Crawford County

16954 Conneaut Lake Road Meadville, PA 16335 866-962-3210

McKean County

23 Kennedy Street Bradford, PA 16701 814-368-3019

Venango County

464 Allegheny Boulevard Franklin, PA 16323 866-962-3260

Warren County

3 Farm Colony Drive North Warren, PA 16365 866-682-3250

Erie VA Medical Center

135 East 38th Street Erie, PA 16504 814-868-8661

Page 6 New Patient Orientation

Appointments at the VA Erie VA Primary Care Clinics operate Monday through Friday. Saturday appointments and Monday evening appointments are available in Erie at the medical center.

Depending on the kind of care you need, there are three different types of appointments offered:

Routine and Follow-Up Appointments Regular appointments are scheduled in advance for routine check-ups or lab work.

Access Appointments Access Appointment are for medical problems or symptoms in which Veterans are seen that day or within one business day..

Phone Appointments Patient Aligned Care Teams (PACT) may resolve issues by phone when a face-to-face appointment is not necessary.

Scheduling Appointments Call 814-868-8661 and press #2 to schedule, cancel or reschedule your appointment. 8am and 4pm, Monday through Friday or

If you have VA health care benefits, you can schedule your VA primary care appointments online through https://mobile.va.gov/app/va-online-scheduling if you:

• Have had an appointment at the Erie VA Medical Center within the last 2 years, and

• Have a My HealtheVet Premium account or DS Logon Premium account

You may also request to reschedule your appointment when you receive your automated reminder call.

Urgent Care Center Our Urgent Care Center (UCC) is open from 8:00 am to 8:00 pm, seven days a week including weekends and holidays!

No appointments are necessary. The UCC provides readily-available, non-emergent care. Think of it for any medical concerns that you would not need an ambulance for, but do need immediate attention.

Non-VA Care Emergency Care

If you are experiencing a medical emergency, please call 911 or visit the nearest emergency room.

Notify the Erie VA when you visit a community Emergency Department or are admitted to a community hospital. VA payment is not guaranteed. Remember, to be considered for payment, you must notify the VA within 72 hours.

During business hours, notify the VA by calling the Non-VA Medical Care Team at 814-860- 2800 or toll free at 1-800-274-8387.

After 4:30 pm and on weekends, you can call 814-868-8661 and ask for the Medical Administration Assistant.

In order to keep continuity of care within the VA, if a non-VA doctor wants to admit you to the hospital, you must get prior approval from the VA unless it is for a true medical emergency. If a VA bed is available in the Acute Care Unit and you can be transferred safely, you will be offered to transfer to the VA bed. If you are offered a VA bed and refuse, VA may not pay for your admission and stay at the hospital.

Dual Care Dual care refers to patients who may wish to receive care from a VA provider as well as a private physician in the community.

While receiving dual care, please remember:

• Prescriptions from your outside provider must go through your VA provider who will consider your medication for filling through the VA Pharmacy.

• Medical records are needed that identify why you need the medication. If you need assistance in getting those records sent to the VA, please contact the Release of Information Office.

Eligibility and Benefits The Eligibility Office provides assistance with eligibility, enrollment, financial assessments, pre-registration, Veteran health benefits, and updating your personal information in your VA records.

Basic Eligibility If you served in the active military, naval, or air service and are separated under any condition other than dishonorable, you may qualify for various VA health care benefits. Current and former members of the Reserves or National Guard who were called to active duty (other than for training only) by a federal order and completed the full period for which they were called or ordered to active duty may be eligible for VA health care as well.

The VA encourages all Veterans to apply in order to determine their enrollment eligibility.

Veterans Health Benefits Handbook VA produced a personalized Veterans Health Benefits Handbook for each Veteran enrolled in the VA health care system. The purpose of this handbook is to provide a current and accurate description of VA health care benefits and services. Your handbook is tailored specifically to you with personal identifying information and should be safeguarded as you would any other sensitve personal document.

It will be sent to your home address. If you believe you should have received this handbook by now and still have not, there may be a number of reasons, such as an address error, that you have not yet recieved it. Please call VA toll-free at 1-877-222-VETS (8387) for more information.

You can also access this handbook online through your My HealtheVet account at www.myhealth.va.gov.

VA Welcome Kit Whether you’re just getting out of the service or you’ve been a civilian for years now, the VA Welcome Kit can help guide you to the benefits and services you’ve earned.

Visit https://www.va.gov/welcome-kit/ to download your Welcome Kit.

Veterans Health Benefits Guide and Health Care Benefits Overview VA also publishes the Veterans Health Benefits Guide designed to provide general information about the VA Medical Benefits Package, and the Health Care Benefits Overview designed to provide the information Veterans need to understand VA’s health care system, with answers to frequently asked questions about eligibilty and benefits.These can be obtained online at www.va.gov/healthbenefits/resources/epublications.asp

Veterans Identification Card The Veterans Identification Card (VIC) is used at all VA health care facilities for indentification and check-in at VA appointments.

To receive a VIC card, contact the Eligiblity Office at the Erie VAMC to get your picture taken. Your card will be mailed to your home address in 6-8 weeks.

Contact the Erie VA Eligibility Office 1st Floor off of the Main Lobby | 8 am - 4:30 pm

814-860-2970, or toll free: 1-800-274-8387 x2970 www.erie.va.gov Page 7

Page 8 New Patient Orientation

Erie VAMC Pharmacy: 814-868-8661, press 1 814-868-6284 www.myhealth.va.gov

Erie VA Medical Center Pharmacy Guide

Medication Refill Instructions two weeks before you run out of your prescription.

Consolidated Mail Outpatient Pharmacy (CMOP) located out of Chicago. Please allow 7-14 business days for your medication to be delivered.

Outpatient Pharmacy

The Erie VAMC Outpatient Pharmacy is for new, partial or emergency prescriptions only. Full

Hours of Operation:

• Monday-Friday from 8:00 a.m. - 6:00 p.m.

• Weekends from 8:00 a.m. - 4:00 p.m.

• Holidays from 8:00 a.m. - 4:00 p.m.

For more information, please contact the Erie VAMC Pharmacy at 814-868-8661 and press 1.

By Phone Automated 24-Hour Hotline:

• 814-868-6284

• 814-868-8661, press 1

• (toll free) 800-274-8387, press 1

Online with My HealtheVet Log onto www.myhealth.va.gov and create an account if you do not already have one. With an advanced

VA prescriptions.

By Mail your last medication. Place the VA address label provided with your paperwork in an envelop with a slip and send through US mail.

Additional Pharmacy Information

• If you are a patient at one of the Community Based Outpatient Clinics (CBOCs) your prescriptions will be mailed to you.

by mail at least two weeks before you run out.

this way allows us to serve your fellow Veterans who require new, discharge or urgent prescriptions promptly.

• Tell your provider if another doctor has prescribed new medications or has changed the dose of medications you are taking.

• You must show a valid photo ID when picking up your medication.

www.erie.va.gov Page 9

MOVE! Weight Management Program This national weight management program helps Veterans lose weight and keep it off. For more information, contact the Erie VA MOVE! Coordinator at 814-860-2342 or toll-free at 1-800-274-8387 x2342. You can also visit the MOVE! website at www.move.va.gov.

Primary Care Mental Health Integration This program offers brief, solution-focused care for those who are experiencing mild to moderate symptoms of depression, anxiety, and grief. In addition, a social worker is available to discuss mental health and substance abuse treatment options. For more information, contact the Primary Care Mental Health Integration clinician at 814- 860-2610 or toll-free at 1-800-274-8387 x2610.

Behavioral Health Speciality Care Speciality care is available to Veterans who are experiencing more complicated mental health symptoms related to depression, anxiety, post-traumatic stress disorder, and more. For more information regarding Erie VA Behavioral Health Speciality programs contact 814- 860-2038 or toll-free at 1-800-274-8387 x2038.

Advance Directives Classes

To help you and your loved ones prepare for the future, Erie VA offers monthly classes discussing Ad-vance Directives. Social workers will be on-hand to answer questions and even help complete an Ad-vance Directive and/or Living Will. Veterans, spouses and caregivers are welcome to attend. To at-tend a class, call 1-888-860- 2124 to schedule a visit. For questions about Advance Directives, call 814-860-2676 or 814-860-2706.

Tobacco Cessation Program The VA offers many tobacco cessation programs including a one-time educational group, weekly support group, Quit for Life telephone coaching, Stay Quit mobile app, SmokefreeVet mobile text messaging service, and an online resource, www.ucanquit2.org. For more information contact the Erie VA Tobacco Cessation Lead at 814-860-2311 or toll-free at 1-800-274-8387 x2311.

Women Veterans Program This Veteran-centered program makes sure that all eligible female Veterans have access to VA benefits and services by promoting and providing programs and care specific to women. For more information contact the Erie VA Women Veterans Program Manager at 814-860-2907 or toll-free at 1-800-274-8387 x2907 or visit the Women Veterans Health website at www.womenshealth.va.gov.

Homeless Care Team The Homeless Care Team assists Veterans who are currently homeless or at risk of being homeless. Outreach, clinical assessment, referrals, and case management services are available to help Veterans secure housing.

This team also manages the HUD/VASH program that provides Section 8 housing and community-based case management services to help Veterans secure and maintain safe and reliable housing. For more information contact 814-860-2038 or toll-free at 1-800-274-8387 x2038.

Peer Support The Peer Support program assists Veterans in completing a wellness and recovery action plan. Peer Supports are fellow Veterans who are willing to use their own journey through recovery to assist and motivate others. For more information contact 814-860-2038 or toll-free at 1-800- 274-8387 x2038.

24/7 Crisis Support If you are experiencing an emotional crisis, the VA has established a 24/7 Crisis Line where you can speak to a trained mental health professional. Veterans or concerned family members may call 1-800-273-TALK (8255) and press 1 for help.

Transition Care Management

The Post-9/11 Transition and Care Management Program offers transitional assistance, case management and outreach services to all Veterans who have served after September 11, 2001 in their transition to civilian life. For more information contact 814-860-2567.

LGBT Veteran Care Coordinator

The LGBT VCC is a point of contact regarding LGBT Veteran concerns and promotes an understanding of VA policies and best practices for serving LGBT Veterans. For more information, contact 814-844-2570 or 814-860-2074.

Healthy Teaching Kitchen Cooking Classes

Learn how to cook for a healthier YOU! Various healthy cooking demonstrations monthly. Diabetes cooking classes offered once a quarter. For more information contact 814-860-2554.

Healthy Lifestyle Programs

Page 10 New Patient Orientation

Healthy Living VA has developed nine evidence-based messages that are important for living a healthy life.

Set small specific health goals to have a better quality of life. It’s your life, your health, and your choices. Make it work for you.

Get Involved in Your Health Care Take an active role; work with your health care team to improve your health.

Be Tobacco Free Quitting smoking is the single most important thing you can do to improve your health and protect the health of your family members. Don’t use tobacco in any form.

Eat Wisely Eat a variety of food including vegetables, fruits, and whole grains. Limit salt, fat, sugar, and alcohol.

Be Physically Active Every 10 minute session counts.

Aim for at least 2 1/2 hours of moderate-intensity aerobic activity each week. Avoid inactivity.

Strive for a Healthy Weight If you need to lose weight, losing even a little will help.

If you are of normal weight, maintain it.

Limit Alcohol If you choose to drink alcohol, drink in moderation (on average:

women - no more than 1 drink a day; men - no more than 2 drinks a day.) Avoid “binge drinking.”

Get Recommended Screenings and Vaccines Recommendations for preventative services depend on your age, gender, health status and family history. Ask which screening tests and immunizations are right for your age.

Manage Stress Pay attention to stress. Learn about ways to help you manage and reduce your stress.

Be Safe Take action to protect yourself and those you love from harm.

Find out how to prevent sexually transmitted infections, falls, and motor vehicle crashes.

A Better Way to

LIVE

Talk with your health care team about your goals.

www.erie.va.gov Page 11

Whole Health is an approach to health care that empowers and equips each individual to take charge of their health and well-being, and to live life to the fullest. Whole Health goes beyond your illnesses, injuries, or disabilities. It focuses on your values and aspiration, your health and well-being and includes self-care and complementary therapies along with your conventional medical care.

Whole Health Orientation Course

*Presently available for Veterans, Family Members, & Caregivers (No consult).

Through our programs and services and, most importantly, your own strengths and abilities, we will work together in healing partnership to optimize your well-being with a focus on what is important to YOU. Whole Health focuses on your values and aspiration, your health and well-being and includes self-care and complementary therapies (such as acupuncture, massage, and yoga), along with your conventional

The Whole Health Orientation provides an overview of the Whole Health approach to health care while educating Veterans on all the different types of complementary therapies available.

Pain Management & Whole Health

Erie VAMC offers a number of complementary therapies options for pain management. Currently Offered:

• Acupuncture

• Manual Treatments

• Whole Health Coaching

• Mindfulness

Erie VA Medical Center (VAMC) is proud to be one of 18-flagship facilities across the Nation to launch a Whole Health Program.

For more information about the Whole Health Orientation, contact your primary care provider to determine if these services may be right for you.

Whole Health Program

Setting a Health Goal

Setting a health goal has been proven to help you reach that goal and improve your quality of life. It is important to think about why it is you want your health and take action to get healthy! Your PACT will ask what is that you want your health for and what brings you a sense of joy in your life.

Taking the time to do so and act on it can have great health rewards.

A SMART health goal is one that is specific, measurable, actionable, timely and realistic, e.g., “I will walk for 15 minutes twice a day, three times per week”. Your healthcare team will work with you and check in to see if you are meeting your goal in a manner that is agreeable with you, such as a phone call, secure message in MHV or at your next appointment. It is your health, your life, your choice.

PACT Teams

Schedule at least one primary care appointment per year with your PACT to make sure you stay active in the VA health care system and to ensure you stay with your PACT team.

Each Veteran at the Erie VA Medical Center is assigned to a Patient Aligned Care Team, or PACT. Each team consists of a provider, nurse, and health care technician who coordinate care with you.

The focus of the PACT is to partner with Veterans through a team-based approach.

The Veteran is not just the patient, but a vital member of that team in providing “whole-person” care. This personalized approach allows the Veteran to better manage their care and focuses on how to stay well and live long.

P Partnership with Veterans for whole-person care.

A Access to care using many different methods to meet the Veteran’s needs.

C Coordinated care.

T Team-based care with Veterans as the center of their PACT.

Page 12 New Patient Orientation www.erie.va.gov Page 13

Page 14 New Patient OrientationPage 14 New Patient Orientation

CLC Coming Soon

38th Street

O ld

F re n ch

R oa d Reserve Center

Erie VA Medical Center

Behavioral Health

6 9

Parking Garage

Erie VAMC Campus Stay up-to-date with all the latest construction news and roadway changes at www.erie.va.gov/construction.

If you are planning on visiting the Erie VAMC and need maps, get a copy of our visitor’s guide at www.erie.va.gov/visitors.

Y

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Connect with Us Online Stay up-to-date on the latest Erie VAMC & CBOC news & events.

www.erie.va.gov Subscribe for monthly email updates!

VAMCErie Follow us on Facebook!

ErieVAMC Follow us on Twitter!

Page 14 New Patient Orientation www.erie.va.gov Page 15

Main Line – Phone Tree 814-868-8661 1-800-274-8387 (toll free)

• Press 1 - Pharmacy

• Press 2 - Appointments &

Specialty Care Providers

• Press 3 - Nurse Line

• Press 4 - Eligibility

• Press 5 - Billing

• Press 7 - Veterans Crisis Line

Eligibility 814-860-2970 Veterans Crisis Line www.veteranscrisisline.net 1-800-273-8255 (press 1) Text - 838255

Release of Information 814-860-2212

Behavioral Health Clinic 814-860-2038

Transition & Care Management

(OEF/OIF/OND)

814-860-2965

Medication Refills 814-868-6284 1-800-274-8387 (toll-free)

Medical Social Work 814-860-2529

Women Veterans Program 814-860-2907

Caregiver Support Program 814-860-2657

Non-VA Care Notification Notify within 72 hours 814-860-2800 (M-F 8a-4:30p) 814-868-8661 (After hours, ask for Medical Administration Assistant)

VA Mobile Applications mobile.va.gov

Ashtabula VA Clinic 2044 Lambros Ln Ashtabula, OH 44004 Phone: 866-463-0912

Crawford VA Clinic 16954 Conneaut Lk Rd Meadville, PA 16335 Phone: 866-962-3210

Venango VA Clinic 464 Allegheny Blvd Franklin, PA 16323 Phone: 866-962-3260

Warren VA Clinic 3 Farm Colony Dr Warren, PA 16365 Phone: 866-682-3250

McKean VA Clinic 23 Kennedy St Bradford, PA 16701 Phone: 814-368-3019

Important Contacts C.B.O.C.s

Ashtabula

Venango

Erie

Chautauqua

Warren

Forest

McKean

Elk

Crawford

U.S. Department of Veterans Affairs

Erie VA Medical Center 814.868-8661 www.erie.va.gov 800.274.8387

Our Mission Our Veterans have sacrificed to keep our country–and everything it represents–safe. We honor and serve those men and women by fulfilling President Lincoln’s promise “to care for him who shall have borne the battle, and for his widow, and his orphan.”

We strive to provide Veterans with exceptional health care that improves their health and well-being.

Thank you for your service.

HPDP/Rev. 083018