D.15 Patient Handbook 2012 02.pdf

Patient Handbook VA Salt Lake City Health Care System

D.15 PATIENT HANDBOOK 2012

36C25923R0008

The VA Salt Lake City Health Care System is committed to providing our patients with the highest Quality of Care in an environment that is safe. We do this by focusing on Continuous Process Improvement and by supporting a Culture of Safety.

Your role in this commitment is to let us know when quality and safety standards and practices are not being followed. Please report this information immediately to the Quality Management Office at 801-582-1565 ext. 1900.

If you feel your concerns are not being addressed at the facility level, you have the right to contact the Joint Commission at 1-800-994-6610 or you can send an e-mail to: complaint@ jcaho.org to report this information.

VA Salt LakVV e City Healtyykk h Cartt e Syyyrr syy tss emttVA Salt Lake City Health Care System To serve the Veteran who served us

Joint Commission on Accreditation of Healthcare Organizations

Message from the Director

Welcome to VA Salt Lake City Health Care System. Our health care system serves your health care needs through the George E. Wahlen VA Medical Center in Salt Lake City and outpatient clinics spread throughout Utah, Southeastern Idaho, and Eastern Nevada.

We provide care to over 45,000 Veterans in the region and serve as a specialty care referral hospital for Veterans throughout the Intermountain West.

This handbook is yours. It is intended to help you learn more about the services we provide, how to obtain them, and how to be an active participant in your own health care. This handbook also explains a variety of policies we follow in providing your care. If you receive care from one of our community based outpatient clinics, we encourage you to get to know our staff there, ask questions about your care, and become familiar with your primary care and how it is integrated with the specialty care provided at the medical center. We welcome you into your health care system and are prepared to assist you in making the most of your visit with us. In addition to the information we provide in this handbook, please follow any special instructions your health care provider gives you.

Your feedback is important to us. In the future, you may receive a survey from us.

Please take the time to let us know how we are doing. There are also comment cards located throughout the facility. We review every one of those cards and value any feedback and suggestions you may provide.

We look forward to serving you as your health care provider of choice and being your partner in maintaining your health.

STEVE YOUNG, FACHE

Director

Message from the Chief of Staff

We are glad that you have chosen VA Salt Lake City Health Care System to be your partner in maintaining and improving your health. Our goal is to ensure that you get the right care at the right time, and in the right place. We believe that primary care is the best way to meet your health care needs and have a personal contact to answer your questions. We have a wonderful group of specialists who will take care of you when their expertise is needed. However, you will be referred back to your primary care provider for routine follow-up. Think of your primary care provider as the person who opens the door to the world of health care that we can provide.

We are evolving into a health care system that will deliver more care outside the traditional hospital setting. We recognize that in rural locations, time and distance are significant barriers to obtaining your health care. By locating Community Based Outpatient Clinics (CBOCs) away from the medical center, we are bringing primary care closer to where you live. We encourage you to utilize our VA Nurse Health Line if you have medical questions, want to refill a prescription, or need to schedule or change an appointment. It may save you a trip to the clinic or the medical center.

As an affiliate of the University of Utah School of Medicine and many other educational institutions, we train a variety of professionals entering health care and related professions. All of our trainees are required to review their work with an approved staff member on a routine basis. You can be assured that your care is provided under the direction of an experienced staff member.

Again, the staff of the VA Salt Lake City Health Care System thanks you for the confidence you have shown in us by choosing us to be your partner in your health care.

KAREN H. GRIBBIN, M.D.

Chief of Staff

Introduction 6 Questions to ask your Healthcare Provider 7

I. GENERAL INFORMATION

Patient and Nursing Home Residents Rights and Responsibilities 8 Respect and Nondiscrimination 8 Information Disclosure and Confidentiality 9 Participation in Treatment Decisions 9 Complaints 9 Customer Service Center 11 Speak Up – For Safety Sake! 11 Customer Service Standards 12 Advance Directives 13

Living Will 13 Durable Power of Attorney 13 Durable Power of Attorney for Healthcare 13 Advance Directives 13 “Do Not Resuscitate” (DNR) 13 Physician Ordered Life Sustaining Treatment (POLST) 13 Release of Information/Privacy 14 HIPAA Facility Directory Opt-Out Information 15 Security of Information Policy 16

II. FACILITY AND LOCAL AREA INFORMATION

Parking 17 Maps of Facility 18 Community Based Outpatient Clinics (CBOCs) 22 Vet Centers 23 Phone Listings 25

III. OUTPATIENT INFORMATION

Veterans Health Education and Information 26 Veterans Learning and Telehealth Education Center (VL-TEC) 26 Navigating Your Healthcare Benefits Class 26 VA Medical Center Library 27 Health Promotion and Disease Prevention 28 Physical Activity Opportunities 28 Recreation Therapy 28 Smoking Cessation 29 GEM Court Healing Gardens 29 MyHealtheVet 30 MOVE! Weight Management Program 31 Nutrition 31 Pharmacy 31

Table of Contents

Medicine and Primary Care 32 Ambulatory Care 32 Behavioral Health Programs 33 Home Based Primary Care (HBPC) 33 Diagnostic Medicine: Laboratory and Radiology 33 Dental 33 VA Nurse Health Line 33 Emergency Department 34 Transfers 34 Social Work 34 Women Veterans Program 34 Mental Health 35 Integrative Health 35 Veterans Transportation Accessible Skills (VTAS) Program 35

IV. INPATIENT INFORMATION

Admission Information 36 Primary Health Care Team 36 Medication Safety 36 Participating In Your Care 37 Visitor Guidelines 37 Patient Privacy 38 Smoking Guidelines 38 Animals 38 Telephones/Communications 38 Preparing For Discharge 39 Ethical Concerns 39

V. SERVICES

TOP Cafe 40 Patriot Cafe 40 Starbucks Coffee Shop 40 Vending Machines 40 Patriot Store 40 Automated Teller Machines 40 Mailbox 41 Chaplains and Services 41 Other Services 41 Hoptel (Lodging) 41 Salt Lake City Fisher House 42 Recreational Vehicle (RV) Parking 42 Patient Services Center 42 Volunteer Transportation Network 42 Guest (Voluntary) Service 43 Wheelchairs 43

Escort Service 43 Birthday Buddies 43 Courtesy Phones 43 Patient Televisions 43 Greeters 43 Guest Shuttle 43 In-Room Entertainment 43 Craft Distribution 44 Comfort Items 44 Red Carpet Program 44 Lost and Found 44

VI. BENEFITS

VA Health Care and Medical Benefits Package 45 Enrollment 46 Basic Eligibility 46 Insurance and Billing 47 Health Insurance 48 Medicare, Medicare Replacement Policies, Health Maintenance

Organizations (HMOs), Medicare Supplement Policies 48 Paying Your Bill 48 Collection Policy 48 Questions About Your Bill 49 Operation Enduring Freedom (OEF)/Operation Iraqi Freedom (OIF)/

Operation New Dawn Veterans 49 Veterans Benefit Administration (VBA) 51 VBA Mission 51 VBA Vision 51 Disability Benefits 15 Beneficiary Travel Benefits 51

VII. ADDITIONAL RESOURCES FOR VETERANS

Valor House 53 Minority Veterans Program 54 North Star/Eagles’s Nest 51 Veterans’ Service Organizations 54

Sites of Care: VA Salt Lake City Health Care System (VASLCHCS) consists of the George E.

Wahlen Department of Veterans Affairs Medical Center and Community Based Outpatient Clinics (CBOCs) in Utah, Idaho, and Nevada.

The George E. Wahlen Department of Veterans Affairs Medical Center (hereafter referred to as “the VA Medical Center”) is a mid-sized affiliated tertiary care facility. It is a teaching facility, providing a full range of patient care services, with state-of-the-art technology as well as education and research. Comprehensive health care is provided through primary care, tertiary care, and long-term care in areas of medicine, surgery, psychiatry, physical medicine and rehabilitation, neurology, oncology, dentistry, and geriatrics. The VASLCHCS is part of the VA Network 19, which includes facilities in Utah, Wyoming, Montana, Colorado, Idaho, and Nevada.

Affiliations: VASLCHCS has a major affiliation with the University of Utah School of Medicine. Over 500 University of Utah residents, interns, and students are trained at the VASLCHCS each year. Additional Special Fellowship programs affiliated with the University of Utah are ongoing in Ambulatory Care and Medical Informatics Training Programs.

Nationwide, the VA is responsible for the training of 80% of all physicians, making a state-of-the art teaching facility. There are also nursing student affiliations with numerous colleges and universities throughout the United States, including local Intermountain West affiliations with the University of Utah, Brigham Young University and Westminster College. VASLCHCS has ongoing training programs and affiliations with numerous colleges and universities throughout the United States involving our Associated Health Training Program. The associated health training includes dentistry, pharmacy, social work, psychology, occupational and physical rehabilitation, audiology, physician assistant, dietetic, and podiatry training programs. Many of these training programs have been integrated into our Geriatric Research Education and Clinical Center (GRECC).

Mission: “To Serve the Veteran Who Served Us”

Introduction

Please read the entire handbook so you are aware of all services available to you. If you have any questions, comments or need more information, ask any member of our staff.

Primary Health Care Provider: _____________________________________________________

Case Manager/Nurse: _______________________________________________________________

Telephone Number: ________________________________________________________________

About prescriptions:

About tests:

About procedures/treatments/surgeries:

I have high blood pressure:

tolerating the medication?

I have high cholesterol:

I need to talk to my health care provider about:

Questions to Ask Your Healthcare Provider

IGeneral Information

Whether you are an inpatient or outpatient at the VA Medical Center, you have many rights and related responsibilities. Patient Nursing Home Resident Rights and Responsibilities are displayed in various areas of the medical center and are outlined on the following three pages.

Patient and Nursing Home Resident Rights and Responsibilities The Veterans Health Administration (VHA) is pleased you have selected us to provide your healthcare. We want to improve your health and well-being. We will make your visit or stay as pleasant for you as possible. As part of our service to you, to other Veterans and to the Nation, we are committed to improving healthcare quality. We also train future healthcare professionals, conduct research, and support our country in times of national emergency. In all of these activities, our employees will respect and support your rights as a patient. Your basic rights and responsibilities are outlined in this document. Please talk with VA treatment team members or a patient advocate if you have any questions or would like more information about your rights.

I. Respect and Nondiscrimination

• You will be treated with dignity, compassion, and respect as an individual. Your privacy will be protected. You will receive care in a safe environment. We will seek to honor your personal and religious values.

• You or someone you choose has the right to keep and spend your money. You have the right to receive an accounting of any VA held funds.

• Treatment will respect your personal freedoms. In rare cases, the use of medication and physical restraints may be used if all other efforts to keep you or others free from harm have not worked.

• As an inpatient or nursing home resident, you may wear your own clothes. You may keep personal items. This will depend on your medical condition.

• As an inpatient or nursing home resident, you have the right to social interaction and regular exercise. You will have the opportunity for religious worship and spiritual support. You may decide whether to participate in these activities. You may decide whether or not to perform tasks in or for the Medical Center.

(continued)

• As an inpatient or nursing home resident, you have the right to communicate freely and privately. You may have or refuse visitors. You will have access to public telephones. You may participate in civic rights, such as voting and free speech.

• As a nursing home resident, you can organize and take part in resident groups in the facility.

Your family also can meet with the families of other residents.

• In order to provide a safe treatment environment for all patients or residents and staff, you are expected to respect other patients, residents and staff and to follow the facility’s rules. Avoid unsafe acts that place others at risk for accidents or injuries. Please immediately report any condition you believe to be unsafe.

II. Information Disclosure and Confidentiality

• You will be given information about the health benefits you can receive. The information will be provided in a way you can understand.

• You will receive information about the costs of your care, if any, before you are treated. You are responsible for paying your portion of any costs associated with your care.

• Your medical record will be kept confidential. Information about you will not be released without your consent unless authorized by law (an example of this is State public health reporting). You have the right to information in your medical record and may request a copy of your medical records. This will be provided except in rare situations when your VA physician feels the information will be harmful to you. In that case, you have the right to have this discussed with you by your VA provider.

• You will be informed of all outcomes of care, including any potential injuries. You will be informed about how to request compensation for any injuries.

III. Participation in Treatment Decisions

• You, and any persons you choose, will be involved in all decisions about your care. You will be given information you can understand about the benefits and risks of treatment. You will be given other options. You can agree to or refuse treatment. You will be told what is likely to happen to you if you refuse treatment. Refusing treatment will not affect your rights to future care but you take responsibility for the possible results to your health.

• Tell your provider about your current condition, medicines (including over-the-counter and herbals), and medical history. Also, share any other information that affects your health. You should ask questions when you do not understand something about your care. Being involved is very important for you to get the best possible results.

(continued)

• You will be given, in writing, the name and title of the provider in charge of your care. As our partner in health care, you have the right to be involved in choosing your provider. You also have the right to know the names and titles of those who provide you care. This includes students, residents and trainees. Providers will properly introduce themselves when they take part in your care.

• You will be educated about your role and responsibilities as a patient or resident. This includes your participation in decision making and care at the end of life.

• If you believe you cannot follow the treatment plan, you have a responsibility to notify your provider or treatment team.

• You have the right to have your pain assessed and to receive treatment to manage your pain. You and your treatment team will develop a pain management plan together. You are expected to help the treatment team by telling them if you have pain and if the treatment is working.

• As an inpatient or nursing home resident, you will be provided any transportation necessary for your treatment plan.

• You have the right to choose whether you will participate in any research project. Any research will be clearly identified. Potential risks of the research will be identified and there will be no pressure on you to participate.

• You will be included in resolving any ethical issues about your care. You may consult with the Medical Center’s Ethics Consultation Service and/or other staff knowledgeable about healthcare ethics.

• If you or the Medical Center believes that you have been neglected, abused or exploited, you will receive help.

IV. Complaints

• You are encouraged and expected to seek help from your treatment team or a patient advocate if you have problems or complaints. You will be given understandable information about the complaint process. You may complain verbally or in writing, without fear of retaliation.

The Customer Service Center provides Patient Liaison and Decedent Affairs service to customers. We have a waiting room and private offices to speak with Veterans about their concerns or burial benefits.

If you have concerns or problems with your care or customer service issues, please call 801- 582-1565 extension 1900. Leave a message and contact information (name and phone number) so that a representative can reach you.

To report the death of a Veteran or find out about burial benefits, please contact Decedent Affairs, 801-582-1565 extension 1432

SPEAK UP—For Safety Sake!!

The VA Salt Lake City Health Care System is very interested in the quality and safety of the care delivered here. You can also play a vital role in making your care safe. If you or your family sees something that just doesn’t seem right—SPEAK UP—For Safety Sake!!

We are working to ensure your safety and you can expect the staff to do the following things:

and social security number.

on your body or wrist band.

you a complete list of your medications upon leaving the facility.

We invite you to become a partner with us, to ensure your safety. Ways you or your family can help are:

• Speak up and ask questions — be curious about you and your care — know what the plans

— don’t be embarrassed to ask for help getting up, wear non-skid slippers or shoes and use the walker in your room until you are sure of your strength.

Customer Service Center (Building 1, 1st Floor, Room 1B24)

• Make sure you understand all your discharge instructions including your diet, activity, medications and follow-up appointments.

• Ask questions — after all it is about you and your health. You are the most important piece of the puzzle.

The VASLCHCS is committed to providing you with the highest quality of care in an environment that is safe. Your role is to let us know when we have not met this expectation.

Contact the Quality Management Office at 801-582-1565 extension 1900 to report your concern. If you feel your concerns are not being addressed at the facility level you have the right to contact The Joint Commission at 1-800-994-6610 or e-mail to: complaint@jcaho.org to report this information.

If you would like to discuss a safety concern, please call 801-582-1565 extension 2684 and speak with the Patient Safety Coordinator, Monday – Friday, 7:30 a.m. to 4:00 p.m. After hours, please leave a message and you will be contacted.

Customer Service Standards We Will:

• Treat you with courtesy and dignity. You will be treated as a first-class citizen.

• Provide you with timely access to health care. We have talked to our patients about their expectations for timeliness. You expect to have your urgent needs met when they arise and your non-urgent needs taken care of in a reasonable period of time.

• Assign a health care team to be in charge of your care. Health care often involves many different health care providers; you will have one team with overall responsibility for your care. You will know whom to contact when you need help or have a problem.

• Involve you in decisions about your care. Your preferences will be met whenever medically appropriate.

• Listen to your concerns and discuss them with you.

• Strive to meet your physical comfort needs, including pain management, eating, bathing, etc., while in the hospital.

• Maintain privacy during examinations and/or tests.

• Ensure proper facilities for Veterans with special needs.

• Provide support to meet your emotional needs. Expect our staff to be sensitive to your feelings and help you deal with your health care.

• Take responsibility for coordination of your care. Health care can be very complicated, and many patients see more than one health care provider. Ensuring all your providers talk with each other and give you clear plans for your care will secure your best health care. If you need a specialist, you can expect us to make all arrangements and provide one for you.

• Strive to provide information and education about your health care. Expect us to do our best to answer your questions in a way you understand.

• Provide opportunities to involve your family in your care, if you choose.

• Provide smooth transitions between inpatient and outpatient care. You will understand what medicines to take, danger signs to look for, and what activity level you can have after discharge. You will know who to contact if you need help or advice right away, and when your first follow-up appointment is scheduled.

Advance Directives Living Will: Defines your wishes for your care should you be unable to speak for yourself.

Durable Power of Attorney: A document established by an individual granting another person the right and authority to handle financial and other affairs of the grantor. The Durable Power of Attorney survives through the incompetency of the principal.

Durable Power of Attorney for Health Care: A document established by an individual (the principal) granting another person (the agent) the right and authority to handle matters related to the health care of the principal.

Advance Directive: A set of instructions, usually written, intended to allow a patient’s current preferences to shape medical decisions during a future period of incompetence.

“Do Not Resuscitate” Order (DNR): An order dictating that an individual does not desire resuscitative measures in the case of failed breathing or cardiac arrest.

Physician Orders for Life-Sustaining Treatment (POLST): A physician order form that records patient preferences/treatment intentions. It enhances the appropriateness and quality of care and assists health care providers to honor patients’ treatment wishes.

If you are admitted to the VA Medical Center, you will be asked if you have an Advanced Directive on file. The VA Medical Center social workers have these forms available for you to further explain your wishes. For example, you may specify that if you become permanently unconscious, food and fluids should be withdrawn. This information will help make specific decisions about future medical treatment.

Your decision to complete an Advanced Directive is voluntary. Having a Living Will or Durable Power of Attorney on record will not affect your benefits or the quality of care you receive. You may change your mind about a Directive by destroying the original, completing a new form or verbally stating your intent to cancel your previous Directive.

VA patients who wish to complete an Advance Directive are encouraged to use VA forms.

However, the VA will honor a state-authorized form if it conforms to state law and does not conflict with VA policy.

If you need more information about Advance Directives or help in making decisions about life support, contact the social worker for your clinic or inpatient unit.

Release of Information/Privacy According to the HIPAA statute (Health Insurance Portability and Accountability Act), VASLCHCS is providing you with this VA Notice of Privacy Practice. VASLCHCS has implemented appropriate administrative, technical and physical safeguard measures to protect your individual information against any anticipated threats or hazards to their security or integrity. VHA employees can use the health information contained in your records, only while officially performing health care or administrative services. VASLCHCS may disclose information from your official VA records only with your written authorization, or when a Federal Law allows it.

Some examples of your health information are:

Our records containing your health information are the property of the VHA. We will give a copy of your health information to you, upon written request, unless prohibited or restricted by law. However, you must follow VHA procedure to obtain the information.

The information VASLCHCS may use and disclose about your health without your permission is for:

involved in your care

Any request for disclosure of information from your record is performed only by the Release of Information (ROI) section.

You have the right to:

alternative location in a confidential manner.

All requests must be in writing and must be signed. For questions regarding rights to health information or privacy practice, contact the ROI section at 801-584-1258.

HIPAA Facility/Directory Opt-Out Information (Request to appear or not in the medical center directory)

directory.

• You may change your selection at any time during your inpatient stay by notifying the

Health Unit Coordinator.

What are the consequences of opting-out?

If you request to be opted-out of the directory, the facility would not be able to disclose any information about you to anyone. Callers or visitors will not be given your name, location, or general condition. This includes family, friends, non-VA clergy, colleagues, deliveries (such as flowers or cards) or anyone asking about you.

What are the consequences of not opting-out?

If you request to be included in the directory:

• The facility would be able to disclose information such as your name, location, or general condition to persons who ask for you by name.

• This is no difference than the way things were done before this HIPAA requirement.

Security of Information Policy The VASLCHCS has an Information Security Officer (ISO) to manage the Automated Information Systems (AIS) security program. The ISO assures that AIS operates effectively and accurately. The ISO is to assures your data is confidentially safeguarded, available when needed, and accurate at all times.

For any additional information on the AIS Security Programs or the safeguarding of your data, please contact the ISO at 801-582-1565 extension 5442.

Parking Parking is available for Veteran patients and visitors in Lot #1. This parking lot is immediately adjacent to the main entrance for the Medical Center. This lot is most convenient for patients who are receiving outpatient care in Buildings 1 and 14. For Veterans receiving outpatient care in other buildings, there is limited parking at those sites. For your convenience, an internal shuttle system is available to transport you to other buildings where care is provided.

Because parking is limited on the Medical Center grounds due to ongoing construction, please have someone drive you to the medical center or take public transportation when you expect a longer stay.

If you must leave your vehicle on the medical center grounds while receiving inpatient or residential treatment, please remember to follow all parking regulations. Parking for longer term stays is located in Lot #8 at the western end of the campus. Please refer to the campus map for parking lot locations. For assistance with long term parking, contact the VA Police at 801-582- 1565 extension 1414.

For additional information on the shuttle service provided, see the Voluntary Service section of this handbook.

IIFacility and Local Area Information

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Buildings 1 and 14 Ground Floor Map

Buildings 1 and 14 First Floor Map

Buildings 1 and 14 Second Floor Floor Map

Ogden, Utah Ogden VA Outpatient Clinic 982 Chambers Street, Suite 302 South Ogden, UT 84403

(801) 479-4105

Orem, Utah Orem VA Outpatient Clinic 1443 West 800 North Orem, UT 84057

(801) 235-0953

Price, Utah Price Outreach Clinic 600 West 200 South Price, UT 84501

(435) 613-0342

Roosevelt, Utah 245 West 200 North Roosevelt, UT 84066

(435) 725-1050

St. George, Utah St. George VA Outpatient Clinic 1067 E. Tabernacle, Suite 7 St. George, UT 84770

(435) 634-7608

Western Salt Lake 2750 South 5600 West West Valley, UT 84120 801-417-5734

Community Based Outpatient Clinics (CBOCs)

When outpatient treatment is possible, we refer Veterans to the closest and most appropriate VA health care provider, who may be at one of our CBOCs. In our medical center setting, major services that our patients need are available for specialty care and or more complex evaluation and treatment.

A great deal of the care occurs during an outpatient visit or a clinic appointment. Communicate directly and honestly. Talk about options if you don’t agree with your provider. Ask questions and reach a solution together.

UTAH

IDAHO

Idaho Falls Outreach Clinic Eagle Gate Plaza 3544 East 17th Street, Suite 104 Idaho Falls, ID 83401

(208) 522-2922

Pocatello, Idaho Pocatello VA Outpatient Clinic 444 Hospital Way, Suite 801 Pocatello, ID 83201

(208) 232-6214

Elko, Nevada 2715 Argent Avenue, Suite 2 Elko, NV 89801

(775) 738-0188

Ely, Nevada William B. Ririe Clinic 802 Avenue East, Suite 3 Ely, NV 89301

(775) 289-3612

NEVADA

Vet Centers

Provo Vet Center 1807 North 1120 West Provo, UT 84604-1180 1-800-246-1197 or (801) 377-1117 Readjustment counseling and VA information to Veterans living in Central and Southern Utah which includes Vernal to Wendover along the Nevada border; approximately 1,100 Veterans seen over the past year; outpatient psychiatry clinic held on the second Thursday of each month.

Salt Lake Vet Center 22 West Fireclay Avenue Murray, UT 84107-2637 801-266-1499 Counseling and VA information provided to Veterans living in Utah and Salt Lake valleys as far north as the Idaho border and west to Summit county; over 2,700 Veterans have sought care and information over the past year. Referral by Team Leader, additional contract for therapy in St. George, Ogden, and Vernal, Utah.

St. George Vet Center 1664 South Dixie Drive St. George, UT 84770-7327

(435) 673-4494

Salt Lake Mobile Vet Center The Mobile Vet Center is a mobile unit that brings all the services offered at a Vet Center to rural areas of Utah for Veterans who cannot come to a regular Vet Center. To schedule an appointment with Mobile Vet Center, call 801-584-1294.

Pocatello Vet Center (Idaho) 1800 Garrett Way Pocatello, ID 83201

(208) 232-0316

Counseling and VA information provided to Veterans in Southeastern Idaho and Northern Utah; over 2,000 Veterans seen over the past year. Referral by Team Leader, additional contract for therapy in Logan, Utah.

George E. Wahlen VA Operator 801-582-1565 To contact SLC health care providers or make appointments (not for personal use) 1-800-613-4012 Salt Lake City VAMC Emergency Department 801-584-1205 Ambulatory Care Appointments (Formerly Primary Care) Red, White, Blue Clinics. 801-584-2575, Option 1 Ambulatory Medical Unit. 801-582-1565 ext. 2249 Billing Question 1-866-393-1846 Chaplain 801-582-1565 ext. 1588 Enrollment Office 801-584-2585 Library 801-584-1209 Lodging and RV Information (VAMC) 801-584-5626 Mental Health Screening (Centralized Intake and Referral) 801-584-1255 Minority Veterans Coordinator 801-582-1565 ext. 4216 Non-VA Workload (Medical Services outside the VAMC) 801-584-1259 Operation Enduring Freedom Enrollment Office 801-584-5670 Operation Iraqi Freedom Enrollment Office 801-584-5670 Patient Liaison Officer 801-582-1565 ext. 1900 Pharmacy (VAMC Automated Info System) 801-584-2525 1-800-579-0540 Police (VAMC) 801-582-1565 ext. 1414 Emergency 801-582-1565 ext. 4444 Public Affairs Office 801-584-1252 Release of Information 801-584-1258 Same Day Surgery 801-584-2510 or ext. 2510 Smoking Cessation Program (VAMC) 801-582-1565 ext. 2800 Substance Abuse Program (VAMC) 801-582-1565 ext. 1840 Telehealth Care Coordinator 801-582-1565 ext. 4128 Transfer Coordinator 801-584-5626 801-582-1565 ext. 1983 Travel (Patient) 801-582-1565 ext. 1420 VA Nurse Health Line 801-584-2575, Option 3 Nurse After Hours 1-866-369-8020

Phone Listing

Veterans Health Education and Information Knowledge and understanding of your health condition(s) is an important part of managing your health care. Your VA provider and other health professionals want to work with you and your family to help you maintain an excellent level of health throughout your life. Veterans health education provides you with the skills and information needed to promote your health and prevent disease. There are many VA Health Education resources that can assist Veterans and family members to:

• Enhance quality of life through disease • Embrace social support systems, preventionand/or management including family and friends

• Actively partner with your health care team • Develop self-management and coping skills

Veterans Learning and Telehealth Education Center The Veterans Learning and Telehealth Education Center (VL-TEC) offers a variety of classes to Veterans in rural areas using Clinical Video Technology. Education and information about disease prevention and/o rmanagement is vital to the success of your health goals. Classes can be attended at a Community Clinic located closer to home or at the VL-TEC. Each class is one hour in length and meets for five or six weeks on the same day and time each week. These classes are offered consecutively throughout the year and include:

The VL-TEC is located at the Medical Center, in the basement of Building 14, Room BD01.

To enroll, ask your health care provider for a consult to Telehealth Patient Education or call 801-584-1565 extension 4286 or 1-800-613-4012 extension 4286.

“Navigating Your Healthcare Benefits” Class This class is open to any enrolled Veteran that wants more information about the VA Medical Center. Learn about the programs and services available to you and how to effectively access what you need to take better care of yourself. General topics include appointment scheduling, prescription refills, primary and specialty care clinical services, and MyHealtheVet authentication.

Information about programs specific to women and OEF/OIF Veteran needs, Mental Health services, care coordination, Home Telehealth and other Veteran health education classes are also available.

For more information, please call: 801-582-1565 extension 4506 or 1-800-613-4012 extension 4506.

IIIOutpatient Information

VA Medical Center Library The library is located in Building 1, 1st floor, Room 1G17. Library hours are Monday–Friday, 7:00 a.m. to 6:00 p.m. The library phone number is 801-584-1209. When the library is open, the phone is always answered by a real live library staff member.

Patients and their caregivers are welcome to visit the library and make use of our resources. If you also want borrowing privileges, it takes only a couple of minutes to enroll.

Our services include:

Our books and other materials are organized into collections:

Recreational Reading Collection:

• Current copies of the Salt Lake City newspapers and popular magazines are available for reading in a comfortable area that includes a couch.

• Donated hardbound and paperback novels. You don’t need an account to take several of these books with you. If you return them, we appreciate it, but because they are donated, don’t feel guilty about keeping them.

• Items that are a permanent part of the library’s collection. These have to be checked-out and returned. Items include:

o Music CDs o Recently published hardcover books o Large print books o Audiobooks in several formats: cassette, CD, and MP-3

Patient Education Collection: Medical books, videos, and pamphlets specifically written to help patients learn about their medical condition. Your doctor or nurse can recommend materials written specifically for people with health concerns like yours. Also, a librarian would be happy to help you find information. Books and videos can be checked-out. The pamphlets are free.

Historical War Collection: These books are about some of the wars our Veterans served in.

These books are intended to be studied in the library, but we can check them out one at a time to patients.

Reference Book Collection: These books must be used in the library. They range from maps to writing style guides to pharmacy drug reference manuals to trivia.

Medical Books Collection: These books and videos are intended for our medical staff, but patients are welcome to use them in the library.

Medical Journal Collection: These contain the latest authoritative published information about a wide range of medical subjects. If you want the latest information, this is where you look. These items are only for use in the library.

Health Promotion and Disease Prevention There are many things you can do to improve your health and quality of life. The VA is committed to helping you feel your best through healthy eating, physical activity, weight management and other healthy behaviors. Your lifestyle has a big effect on your risk of developing and managing many diseases. The VA encourages you to be involved in your health care. We have excellent programs to help you learn and find ways to:

Physical Activity Opportunities The campus of VASLCHCS provides a variety of opportunities for physical activity while you are here:

• Gym and Pool — The gym and pool are available at certain times for Veteran use. If you wish to use these facilities, ask your provider for a consult to physical therapy for evaluation and use of the gym and pool.

Court Garden and Purtkwahgahm Healing Gardens or walk the length of the underground tunnel to complete a mile. Maps for the walks are at the Information Desk in the front lobby of Building 14.

• Take the Stairs – Increase your physical activity by taking the stairs and enjoy the amazing photography of Utah landscapes on each landing.

Recreation Therapy A significant number of positive health outcomes have been found in the VA’s Recreation Therapy programs including:

Improved Physical Health

Improved Psychosocial Health

Improved Mental Health

National Veterans Programs held annually:

To receive a monthly email newsletter announcing all current groups, events and activities, please call 801-582-1565 extension 1559.

Recreation activities offered at the VA:

Smoking Cessation Smoking is the leading cause of disease and preventable death in the United States. The VA has resources to help you quit smoking including nicotine replacement therapy medications and smoking cessation counseling and classes. Ask your provider for help to quit smoking and improve your health.

GEM Court and Healing Gardens The GEM Court and Purtkwahgahm Healing Gardens are located at the VA Medical Center and provide a tranquil space to meditate, relax and heal. Special features include:

My HealtheVet VA’s award-winning online Personal Health Record (PHR), located at www.myhealth.va.gov.

It offers Veterans, active duty Service members and others anywhere, anytime Internet access to health care information, resources, and tools. My HealtheVet is the gateway to web-based tools that empower Veterans to become active partners in their health care. With My HealtheVet, users’ access trusted, secure, and informed VA health and benefits information at their convenience 24 hours a day, seven days a week.

Features at a Glance:

• Refill VA prescriptions online

• Communicate with VA providers electronically through Secure Messaging*

• View appointments and set email reminders for future appointments*

• Access VA lab results*

• View personal VA Wellness Reminders*

• Access on-line medical libraries

• Keep track of personal health information

• Self-enter military and family health histories

• Enter and track over-the-counter medications, immunizations, and tests

• Record, track, and print (if desired) important vital statistics

• Explore the Healthy Living Centers and Diseases & Conditions Centers

* Requires In-Person Authentication (IPA)

Registering for My HealtheVet

1. Type www.myhealth.va.gov in the address bar on your web browser, and then press Enter. This takes you to VA’s My HealtheVet website.

2. On the right-hand side of the screen, click the “Register Today” button. Complete the registration page, and review and accept the Terms & Conditions and Privacy Policy.

3. Log into your My HealtheVet account and begin to create your Personal Health Record (PHR).

Get an Upgraded Account with In-Person Authentication (IPA) To get the most out of My HealtheVet, Veterans should visit their local VA health care facility to get an upgraded account, known as In-Person Authentication (IPA). Before VA patients can communicate with their VA providers through Secure Messaging, access appointments and lab results, and participate in the future features of My HealtheVet, they must complete the IPA process

(takes approximately 10 minutes) as a security measure. The purpose of the one-time IPA process is to verify the Veteran’s identity, in-person. This complies with VA policy and protects Veterans’ identities. It’s a simple process that will enhance a Veteran’s use of My HealtheVet and allow access to other features as they become available..

For questions or assistance with My HealtheVet contact the VA…