CHARLESTON AIR FORCE BASE, S.C. –
The 437th Medical Group has made several changes to improve customer service for enrolled beneficiaries. Here is some basic information to help anyone access care in a timely fashion.
Ensure your address and phone numbers are up-to-date in Defense Enrollment Eligibility Reporting System.
A recent Department of Defense survey revealed 22 percent of patients failed to update their address and phone information when it changed. Contact the DEERS office online at http://www.tricare.mil/deers/default.cfm or by phone at 1-800-538-9552 to review or change contact information. Additionally, the medical group uses automated telephone appointment reminder calls to the number listed in DEERS the day before an appointment. If anyone does not receive these reminder calls, the phone number may not be correct in DEERS.
Leave a detailed message with accurate contact information.
Give complete information when speaking with a clerk or leaving a message on a machine so they may begin to resolve needs or concerns before calling back. Examples include name and dose of medication, reason or type of specialty referral, specific lab result, etc. Most importantly, spell your first and last name slowly and provide at least two phone numbers. Note that having "call blocker" on phones hinder the ability to call back. The medical group must maintain private blocked office phone lines. If you have "caller ID," it reveals a generic base number, not individual office numbers.
Be a good steward of medical appointments.
Know when it is absolutely necessary for a medical appointment. Colds will take a week or two to go away whether you see a doctor or not. Keep in mind that soft tissue injuries, like bruises, cuts and sprains, may take a week or more to heal. Positive effects of medicine may take several days before you notice an improvement. Seeing a doctor will not make it heal any faster. Taking care of minor health concerns at home will save time and frustration and achieve the same outcome.
The medical group gives out the Take Care of Yourself and similar series of books to assist patients in determining when they need to see a doctor instead of caring for themselves at home. Be sure to take advantage of appropriate over-the-counter medications available at reasonable cost at the Base Exchange and the Commissary. If anyone has an appointment but is feeling better or if there is a change of plans and they cannot make an appointment, call 24 hours in advance so the medical group can give the appointment time to another patient. The current no-show rate is about seven percent -- much higher than the expected three to five percent.
Know the type of appointment needed.
The medical group offers three types of appointments: acute, routine and well.
· An acute appointment is for non life-threatening conditions that may become more serious if not treated within 24 hours. Examples include an eye or ear infection, urinary tract infection, strep throat or new pelvic pain.
· A routine appointment is for symptoms needing medical attention within a week such as abnormal menstrual cycle, sprained ankle, acid reflux, persistent cough or lower-back pain.
· A well appointment is for preventive care and generally booked up to 30 days in advance. Examples include a well-baby examination, pap smear or yearly physical or check-up for a chronic condition like diabetes, high blood pressure, asthma or another disease.
Prescription refill vs. renewal
If more medications are needed, check the label on the prescription bottle or box to see if any refills are left. If the label indicates refills, call the pharmacy refill line, 963-6833, and follow the automated directions. If you used all of your refills and still need the medication, then you need a prescription renewal. The provider may need to order lab work or evaluate the patient before renewing a prescription. For most prescription renewals, a voicemail can be left for the primary care manager staff.
Once again, a detailed message with accurate contact information must be left. The medical group will then process the request and notify the patient by phone within three duty days.