Access to Care Standards
Definition of Access to Care (ATC)
Goals of Access to Care Campaign
The goal of access management is to implement and sustain a systematic, proactive, and responsive MTF access plan for all clinics and services that meets or exceeds the ATC standards.
Objectives of the Military Health System Access to Care Campaign
- Make the appointment system customer friendly
- Provide access to health care services within access standards
- Resolve the patient's request for health care services within their first contact/telephone call
- Resolve patient issues with as few visits/interactions as possible
- Strive for the highest in patient satisfaction
- Open schedules on time and with sufficient supply
Acute appointments are made within 24 hours
Definition: An urgent (acute) care appointment is reserved for non-emergent, urgent care that is typically delivered by an MTF or network Primary Care Manager (PCM). Acute care services for Active Duty and TRICARE Prime enrollees shall be scheduled no greater than 24 hours from the time the need for this appointment is determined.
Routine appointments are made within 7 calendar days
Definition: A routine care appointment is designated for patients who require a visit with their PCM for a new healthcare problem that is not considered urgent. Routine care for Active Duty and TRICARE Prime enrollees shall be scheduled within seven calendar days from the time the need for this appointment is determined.
Wellness appointments are made within 28 calendar days
Definition: A wellness care appointment is designated for patients who require a visit for a wellness/or preventive health concern or with their PCM for an initial visit. This wellness care for Active Duty and TRICARE Prime enrollees shall be scheduled within 28 calendar days from the time the need for this appointment is determined.
Specialty appointments are made within 28 calendar days
Definition: A specialty care appointment is designated for patients who require an initial consult, referral, or initial self-referral. Specialty care for Active Duty and TRICARE Prime enrollees shall be scheduled within 28 calendar days from the time the need for this appointment is determined. A specialty care appointment also includes procedures designated for patients in need of medical procedures.
Notice of Privacy Practices
Q: What kind of translation service do you provide?
A: Bills, immunization documents, medical statements and examination reports.
Q: Who's responsible for paying for Medical TDY Civilian/Military
A: For a Civilian, it depends if they have a travel agreement. Local Hires and
retirees don't have a travel agreements and all expenses are out of pocket.
Civilian with a travel agreement the JTR states the Unit may pay for services
that are not available at the MTF. If possible, medical travel should be
scheduled with other non-medical travel(e.g. RAT or EML (fundedor unfunded)
to avoid medical separate medical travel.
Military outpatient medical TDY is paid by the service member's Unit.
Q: What are the required forms needed for Command Sponsorship for EFMP if recently married or bringing family to Camp Zama from the states?
A: DA 5888, DA 7246, DD 2792 if family have any chronic medical or mental
health issues. DD 2792-1 and Individual Education Plan (IEP) if family
member have any educational needs.
Q: When will the DA 5888 expire?
A: After one year.
Q: Can I get my PHA done all on the same day?
A: No, you must first complete all required items first before you see your provider. Some of the items that you will need is a hearing test which may not be available at the same day. Your appointment with your provider will be scheduled at a later date after all labs, hearing, vision, and depending on age, EKG is completed.
Q: Do I need to call to make an appointment to come in to start a physical?
A: No, just walk in an inform the staff of what physical you need and we will prepare your physical packet for you.
Q: When will my stuff be put into MEDPROS?
A: After you have completed your PHA, all your data will be inputted into MEDPROS. Turn around time for MEDPROS is 24 - 48 hours.
Registering for Tricare Online (TOL)
Q: How do I register?
Q: How long do I have to wait after registering before I'm able to make appointments?
A: Once you login with your username and password, you will be able to start the search for appointments from your Beneficiary Home Page or you may click on the Book Appointment link. Remember that you must also be registered at your local MTF in order to use the Book Appointment feature.
Q: I registered and it says my inactive account has been created. What happens now?
A: Health care providers, Managers, and Medical Support Specialists accounts have special privileges within TOL and their accounts must be activated before they can be used. When a provider or manager account is created an email is sent to the designated security contact for that facility. They will confirm the information and activate the account. The amount of time varies depending on the site, but if several days have gone by and you are still unable to log in to TOL, contact the Military Health System (MHS) Help Desk Customer Service at 1-800-600-9332.
Q: I tried to register and it says my SSN is already in use, but I don't remember registering.
A: There are several reasons why you might receive this error. If you are certain that you entered your Social Security Number (SSN) correctly during registration contact the MHS Help Desk Customer Service at 1-800-600-9332.
Q: Can I register my whole family under one account?
A: In order to protect the medical records of individuals, every member must have their own account.
Book Appointments on Tricare Online (TOL)
Q: How do I make an appointment on TOL?
A: You must first register and log on to TOL. You must also be registered at your primary MTF before you can schedule an appointment. Once logged into TOL, use the focus center on your beneficiary home page to search for an appointment, or click on Book Appointments and follow the directions on screen.
Q: How do I book an appointment using my TOL account?
A: You must first register and log in to TOL before you can schedule an appointment. Once you have logged in, you can start your Appointment process from your Beneficiary Home Page or by clicking on the 'Book Appointment' link. You will be guided through the appointment booking process.
Primary Care Manager (PCM)
Q: Who is a Primary Care Manager (PCM)?
A: A military treatment facility provider or a TRICARE civilian network provider who provides primary care services to TRICARE beneficiaries. A PCM is either selected by the beneficiary or assigned by a military treatment facility.
Q: Why is it important to see my PCM for care?
A: The goal of the PCM is to provide continuity of care. Your Primary Care Manager (or team of providers) will see you first for your health care needs. The Primary Care Manager:
- Provides and/or coordinates your care
- Maintains your health records
- Refers you to specialists, if necessary (To be covered, specialty care must be arranged and approved by your Primary Care Manager)
Q: Can I change my Primary Care Manager if I wish?
A: You may request a change of PCM by contacting the local TRICARE Service Center. The request will normally be honored, subject to available resources
If you have a medical emergency, please call:
911 or 046-407-2911 [On post]
119 [Off post]
Veterans Suicide Prevention Hotline
National Suicide Prevention Hotline
U.S Army Wounded Soldier & Family Hotline
Military Severely Injured Center
Deployment Health Clinical Center
Navy Safe Harbor-Severely Injured Support
Military One Source