Base Guide 2014
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Medical Home (MH) is a term that refers to a new approach to health care delivery. It is based on the concept that the patient is always at the center of every decision made regarding their care. MH patients receive closer, more personalized care coordinated with an entire team and have improved access to their primary care provider. Patients also have new medical and community resources at their disposal.

It is our priority that a patient's PCM remains the same as long as he/ she continues to work at WRNMMC. This provides improved continuity of care, and allows the patient and the PCM to develop a closer relationship and partnership.

The Team Approach

MH patients will have an entire team responsible for their healthcare which includes the PCM, a Registered Nurse (RN), a Licensed Practical Nurse (LPN), and/or a Hospital Corpsman. This team works together to fulfill administrative requests, book appointments directly and provide additional medical services. For urgent issues, a MH patient is able to call and schedule an appointment for that same day. For routine appointments and on-going (chronic) health issues, patients can speak to a team member and schedule a timely appointment with the PCM directly. A team member will also contact patients directly to ensure that healthcare needs are met.

Specialist care and referrals are made easier because a MH team member will see WRNMMC specialist appointments are made, and will help schedule these services so that the process is made easier for the patient. If referred to the network, a team member will assist with the referral and ensure that the results and follow-up are reported directly to the PCM.

Patient and Family –

Centered Care (PFCC)

PFCC is “an approach to health care based on beneficial partnerships among health care providers, patients and families.”

(Adapted from the Institute for Family Centered Care)

At WRNMMC, you are an equal partner in your health care. You decide if a family member or friend accompanies you to your clinic visit or hospital stay. Your cultural background, values and beliefs are respected.

General Pediatric Clinic

At WRNMMC, it is the Primary Care Service's mission to provide beneficiaries the best in pediatric health care, from routine health maintenance to management of your child's acute and chronic medical needs as well. On a routine basis, we offer scheduled appointments for well baby and well child check-ups, school and sports physicals, and health screenings. We also welcome consultations for all Military Health System pediatric beneficiaries from other primary care providers, or other health care professions for complex symptoms and disease management.

Additionally, the Service is the clinical site for the Department of Defense's largest training program in general pediatrics, with residents from the Army, Navy, and Air Force composing our joint service program. The residency is a three year ACGME-accredited program designed to train active duty pediatricians for competency and subspecialty board eligibility in general pediatrics. The program emphasizes a diversified education in general pediatric medicine, clinical and basic science research. The program is very active in clinical and basic science research in collaboration with the Uniformed Services University, National Institutes of Health, Walter Reed Army Institute of Research, the Food and Drug Administration, and other regional and national research institutions.

Patient services provided include inpatient and outpatient evaluations of problems, such as acute disease evaluation and management, routine preventative health care, chronic disease management and counseling, mother-infant care, and telephone advice.

A broad range of procedures are provided, including:

• Blood-drawing

• IV fluid therapy

• Administration of IV medications

• Implementation of breathing treatments

• Procedural evaluation of most patients prior to inpatient hospitalization

• Lumbar puncture

• Comprehensive diagnostic imaging

Clinic Hours:

Monday-Friday 7:30 a.m. – 4 p.m.

*Closed Federal and Training Holidays

Pediatric Clinic: 301-295-4900

Pediatric Specialty Clinics: 301-295-4959

Adolescent Clinic: 301-319-7070

Clinic Fax: 301-295-6173 / 301-319-8413

Exceptional Family Member Program (EFMP): 301-295-4092

Fax: 301-295-5069

After Hours Urgent Care: 1-800-747-3661

Call Center: 6am- 6pm 1-866-628-9633

Lactation Consultant: 301-295-9959

Appointments are available online 24 hours a day for booking at www.tricareonline.com

Communicate with your doctor by email. Register online at www.bethesda.med.navy.

mil/nnmconline, and select Register as a New User.

Adolescent Medicine

Adolescent Medicine at WRNMMC provides primary care enrollment of adolescents in the National Capital Region and welcomes consultations on all Military Health System adolescent beneficiaries from primary care providers, or other health care professions. Adolescent Medicine's mission is to provide the highest quality care available for adolescents, using the nationally recognized guidelines for health maintenance and specialty care, and to train the primary care providers of the future to better assess and meet the multiple growth, development and psychosocial needs of teenagers.

Patient services provided include inpatient and outpatient evaluation of problems, including school, sports and college physical exams, patient and parent education on both the routine and special issues of adolescence, acute care illnesses and injuries other than obviously broken bones. In addition, Adolescent Medicine provides the following:

. Routine care of acne, allergies and asthma

. Routine adolescent gynecology and evaluation of menstrual pain,

irregularity, or excessive bleeding

. School problems

. Nutrition and disordered eating (too much, too little)

. Psychosocial issues of depression or behavior problems

. Primary care for persons with chronic illnesses.

. Sexuality related concerns

. Adolescent-specific tobacco use cessation

. Adolescent Sports Medicine

The Adolescent Medicine Clinic is located next to the Pediatric Clinic, on the fourth floor of the America Building.

Appointments and Referrals

Patients needing evaluation or management by an Adolescent Medicine specialist should be referred by their primary health care provider. For urgent referrals, providers should call the Adolescent Clinic at 301-319-7070.

Pediatric Hematology

and Oncology

Also located on the fourth floor of the America Building, the Pediatric Hematology Oncology Service offers consultations on all Military Health System pediatric beneficiaries from primary care providers, or other health care professions in the evaluation, management and follow-up of children with cancer and blood disorders. The clinical site for the Department of Defense's only fellowship training program in pediatric hematology and oncology, Pediatric Hematology-Oncology also has a fellowship program. The three-year ACGME-accredited program is designed to train active duty pediatricians for competency and subspecialty board eligibility in pediatric hematology oncology. Additionally, the program emphasizes a diversified education in clinical pediatric hematology-oncology and clinical and basic science research. The program is very active in clinical and basic science research in collaboration with the Uniformed Services University of the Health Sciences (USU) and the National Institutes of Health.

The Pediatric Hematology-Oncology clinic also serves as the outpatient pediatric infusion clinic for pediatric specialty patients requiring outpatient infusions. Patient services provided include inpatient and outpatient evaluation of problems of cancer and blood, such as:

• Diagnosis and management of solid tumors

• Leukemias

• Lymphoma

• Anemia

• Sickle cell disease and Thalassemias

• Pre and post stem cell transplant care

• Bleeding and Clotting disorders

The clinic also provides a broad range of procedures including:

• Bone marrow biopsy

• Chemotherapeutics

• Pediatric Intravenous infusion therapies

Appointments and Referrals

Patients needing evaluation or management by a pediatric oncologist should be referred by their primary health care provider. New or follow-up appointments may be made by calling the Pediatric Clinic at (202)301 400 1663. Please check with your local clinic or hospital to see whether it is an on-site satellite clinic in pediatric hematology services.

The Patient Relations Service administers the following programs: customer service training, staff recognition for customer service excellence, staff recognition for patient and family centered care excellence, customer service advocacy training, patient advocacy, review and analysis of patient/customer feedback, and Navy Bureau of Medicine Patient Satisfaction Monitor facility level support.

Customer Service Training

Customer Service training provides initial command orientation training, and ad hoc customer service training to functional areas or individuals. It also designs training to address specific issues and topics, which addresses: building relationships and people skills, conflict management, managing your staff customer service for middle management/supervisors, team building, communication, listening, and embracing diversity. Avenues for providing customer service training include customer advocacy seminars, monthly messages, and department/service level refresher sessions.

Department/Service Level Customer

Service Advocates Program

Collateral duty department and service level customer service advocates are assigned these duties by their respective department or service chief. The Patient Relations Service tracks who is performing these duties for the department/service and their collateral duty training. The Patient Relations Service trains the collateral duty customer advocates to ensure they can react to patient needs from an advocacy role and focus on great customer service. The Customer Service program manager provides mentoring to the customer service advocates to ensure conformity with training.

Patient Advocacy

The Patient Relations Service's patient advocates assist, represent, and educate patients, family members, and visitors regarding medical center services, policies, and other issues regarding delivery of health care and medical center staff interactions. The Patient Advocates are also problem solvers who tackle the issues that prevent patients' access to care, services, or cause the patient frustration.

Executive Health Care for Our Nation's Leaders

WRNMMC's Executive Health Care Clinic brings world-class medical care to our nation's leaders, ensuring availability, flexibility, security, and confidentiality at all times. These leaders include the U.S. President, the U.S. Vice President, members of the U.S. Congress, U.S. Supreme Court Justices, and Flag and General Officers. The Executive Health Care Department also provides care for other authorized government officials, beneficiaries, foreign military and embassy personnel, designated by the Navy Secretary and Defense Secretary.

Healthcare Mediator

The Healthcare Mediator Program is designed to resolve complex health care disputes, issues or concerns at the lowest level and earliest opportunity – ensuring a fair resolution process for all involved parties. The emphasis of the program is “doing the right thing” when there are unanticipated adverse outcomes of care. The Healthcare Mediator promotes an environment of transparency where unexpected results of care, treatment and services are openly and honestly disclosed, where system vulnerabilities are recognized and a commitment is made to process improvements. The Healthcare Mediator is involved with patients and providers at the time of service delivery with typical interventions surrounding documented or perceived medical errors, unanticipated outcomes, sentinel events, expected or unexpected deaths, dissatisfied with treatment outcomes or quality of care received. Early intervention is critical in the achievement of meaningful resolutions. This service is available to all beneficiaries.

WRNMMC operates 15 outlying clinics in D.C., Maryland, Virginia, West Virginia, Pennsylvania and New Jersey. Many of these are primary care clinics (patients may enroll in Tricare Prime at these locations). To make an appointment at any of the designated Primary Care Clinics, call (301) 295-NAVY or (866) NAVY-MED. For more information about each clinic, visit www.bethesda.med. navy.mil or call the numbers listed below.

Primary Care Clinics

Naval Surface Warfare Center **

Bldg. 192,

Dahlgren, VA 22448

(540) 653-8241/8242

Naval Weapons Station Earle **

201 Highway 34 South,

Colts Neck, NJ 07722

(732) 866-2300/1/3

Naval Surface Warfare Center */**

Bldg. 1600, Indian Head, MD 20640

(301) 744-4601

Naval Air Engineering Station **

Bldg. 39, Lakehurst, NJ 08733

(732) 323-4854

Naval Support Activity Mechanicsburg

5450 Carlisle Pike, Bldg. 23A,

P.O. Box 2020,

Mechanicsburg, PA

(717) 605-2636

Naval Air Facility (NAF) */**

(Active Duty Only)

1 San Diego Loop, Bldg. 3188,

Andrews Air Force Base,

Washington, D.C. 20396

(240) 857-2850

Washington Navy Yard */**

(Active Duty Only)

624 Warrington Ave. SE,

Washington, D.C. 20374

(202) 433-3132

Naval Security Group Activity **

Sugar Grove, WV 26815

(304) 249-6380

Naval Air Station **

Joint Reserve Base, Bldg. 137,

Willow Grove, PA

(215) 443-6360

Arlington Annex DiLorenzo Tricare Health Clinic

(Active Duty Only)

Federal Office Bldg. #2, Room 1323,

Washington, D.C. 20370

(703)-614-2726

Pentagon Tri-service Dental Clinic **

Located within the Pentagon

(703) 692-8700

Occupational Health Clinics

Carderock

9500 MacArthur Blvd., Bldg. 22,

West Bethesda, MD 20817

(301) 227-1585

Naval Research Lab

4555 Overlook Avenue SW,

Washington, D.C. 20375

(202) 767-3592

Philadelphia Naval Business Center (PNBC)

Philadelphia Business Center, Bldg. 615, 4898 South

Broad Street, Philadelphia, PA

(215) 897-8147

Uniformed Services University of Health Sciences

(Primary care services are provided to students and their family members)

Bldg. A, 4301 Jones Bridge Road,

Bethesda, MD 20814

(301) 295-3630

* Use WRNMMC Call Center

** Dental Services offered