20th Medical Group

Patient Handbook

2013

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FROM THE COMMANDER

Welcome to your medical group! The health care professionals of the

20th Medical Group are dedicated to providing the best health care prevention and

treatment services possible. This pamphlet will help you understand how to access

medical services while at Shaw Air Force Base.

The availability of specific programs or services may vary according to

operational requirements of the 20th Fighter Wing. In the event we cannot provide

the care you require, our TRICARE office staff will work with you to arrange

for your health care at another military treatment facility or through our civilian

provider network.

Total quality health care through your Patient Centered Medical Home

includes a responsive appointment system, a prompt and accurate pharmacy ser-

vice, health prevention, health education and health promotion programs that reach

out to our community. We strive to provide these services and many more. We rely

on your help to identify areas for improvement through questionnaires and sugges-

tions through our Customer Feedback Program. These tools help us to constantly

re-evaluate the methods and types of services we provide. We invite and encourage

you to take an active part in this process. Also, if you wish to share your time and

talents, we would love to have you as part of our Red Cross volunteer team. If in-

terested in becoming a volunteer, call 895-6654.

Again, welcome to the 20th Medical Group! We look forward to

partnering with you for all of your healthcare needs.

////SIGNED////

DEAN B. BORSOS, Colonel, USAF, MSC

Commander, 20th Medical Group

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INTRODUCTION

This pamphlet was prepared to assist you in understanding the services

available from the 20th Medical Group, Shaw Air Force Base, South Carolina.

We encourage you to familiarize yourself with the contents of this pamphlet, as

it will aid you in obtaining health care and other services.

About the 20th Medical Group

The 20th Medical Group (20 MDG) provides ambulatory medical and dental

services to the 20th Fighter Wing, Headquarters 9th Air Force, USAFCENT,

USARCENT, Shaw associate units and thousands of military retirees in the area.

The Shaw clinic is accredited by the Accreditation Association for Ambulatory

Health Care (AAAHC). The 20 MDG provides primary care services with

aerospace medicine, limited specialty care and ancillary (pharmacy, laboratory,

radiology) capabilities. We do not provide inpatient or emergency services but

ambulance services are available to on base personnel at all times by calling 911.

Outpatient care is provided for pediatric through geriatric patients. Shaw clinic’s

range of services include pediatrics, family health, flight medicine, limited

gynecological services, oral surgery, general dentistry, periodontics,

prosthodontics, physical therapy, optometry, mental health, family advocacy,

laboratory, pharmacy, public health, radiology, health & wellness, and

immunizations. All care not performed at Shaw AFB is arranged through referrals

to a robust network of military hospitals and TRICARE civilian medical resources

in the surrounding communities. We are fortunate to be surrounded with extremely

high caliber medical services and most specialties within a reasonable distance of

the base.

Mission Statement

Prepare and maintain medically ready forces…

Prevent, Heal, Deploy, Anytime, Anywhere.

Vision Statement

Maximize combat capability by providing unparalleled healthcare.

Medical Group Organization

The 20th Medical Group is comprised of four squadrons, which operate under

the direction of the group commander and his support staff.

Key telephone numbers for each of the major functions are listed inside the back

cover of this pamphlet.

The single access telephone number for the 20 MDG is 895-CARE (2273).

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TABLE OF CONTENTS

From the Commander 2

Introduction 3

Table of Contents 4

Patient Policies 6

Eligibility for Health Care 6

DEERS 6

Appearance and Behavior 6

Smoking Policy 7

Medical Records 7

Third Party Collection Program 7

No Show Appointments 8

Late Show Appointments 8

Patient Information 9

Patient Appointments 9

TRICARE Online 9

TRICARE Service Center 9

Referrals 10

TRICARE Dental Program 10

Beneficiary Counseling/Claims Assistance 10

Advance Directives 10

Customer Assistance/Concerns 11

Patient Advocate Program 11

Ethics Hearings 11

Patient Rights and Responsibilities 12

Patient Rights 12

Patient Responsibilities 13

Privacy Rights/HIPAA 13

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Clinical Services and Programs 14

Ambulance Services 14

Medical In-processing 14

Patient Center Medical Home 15

Family Health Clinic 15

Pediatric Clinic 15

Women’s Health Clinic 16

Mental Health Clinic and Family Advocacy 16

Exceptional Family Member Program 17

Physical Therapy 17

Immunizations 17

Aerospace Medicine 17

Flight Medicine Flight 17

Health Promotion Flight

- Health and Wellness Center (HAWC) 18

Public Health Flight (occupational health) 18

Optometry Services Element 19

Bioenvironmental Engineering Flight 19

Aerospace Physiology Flight 19

Dental Services 20

Ancillary and Support Services 20

Laboratory 20

Diagnostic Imaging/Radiology Services (X-Ray) 21

Pharmacy 21

Volunteers 22

Performance Improvement, Patient Safety 22

Accreditation Association for Ambulatory Health Care (AAAHC) 23

What are Medical Errors? 23

20 Tips to Help Prevent Errors 24

20th Medical Group Key Numbers 27

Web Resources 28

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PATIENT POLICIES

Eligibility for Health Care

The principal mission of the 20th Medical Group is to provide health care to

active duty military patients. Many of the Clinic’s services are available to

active duty dependents, as well as retirees and their dependents if enrolled in

TRICARE Prime or TRICARE Plus. There is very limited capacity for space

available services to those not enrolled in TRICARE Prime. For health care

with the best outcome, we strongly encourage you to choose a TRICARE plan

that facilitates regular wellness exams as well as emergency and hospitalization

coverage.

To substantiate eligibility for health care, all patients must be enrolled in the

Defense Eligibility Enrollment Reporting System (DEERS), and present a val-

id military identification (ID) card (if 10 years of age or older) to clinic

personnel before receiving health care. Patients who have neither a valid ID

card nor DEERS enrollment may be subject to denial of health care and/or

billed for services. These patients will be required to sign a statement of

eligibility certifying they are eligible beneficiaries; they must prove eligibility

status within 30 days or pay the Air Force an established rate for the health

care furnished. Patients requiring emergency treatment to save life or limb

are treated immediately without regard for eligibility and questions regarding

eligibility are addressed after the emergency situation is resolved.

DEERS

DEERS is a Department of Defense program designed to help secure military

beneficiaries’ health benefits by eliminating fraud. This program is as

important to you as your military ID card. To find out if you are enrolled,

you can call DEERS toll free at 1-800-538-9552. If you are not enrolled in

DEERS, please contact the Military Personnel Section Customer Service at

(803) 895-1596. Enroll your newborns in DEERS as soon as possible after

birth. DEERS is our only source for your address and phone number.

Please submit changes via the TRICARE web site:

www.tricare.osd.mil/DEERSAddress

Check the A-to-Z list for DEERS Address Change.

Appearance and Behavior

While in this medical facility, it is necessary that all patients maintain a neat

and presentable appearance in accordance with military standards and courtesies.

Proper dress is appreciated, and the wear of footwear is required for your own

protection. Additionally, we do not permit drinking of alcohol or possession of

alcoholic beverages, gambling, boisterousness, weapons (except by law

enforcement officers in the performance of their duties) or profane language

in the clinic.

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Smoking Policy

The 20th Medical Group is a TOBACCO-FREE campus. Tobacco use is a serious

health hazard. Our goal is to provide you with the best possible health care environ-

ment. Please respect all posted signs. Smoking is allowed only in a designated area

off campus.

Medical Records

In accordance with DoD policy, medical records are the property of the United

States Government, and it is the responsibility of the 20th Medical Group to

maintain the record while each patient is a beneficiary of this medical treatment

facility. The health record is an important record which provides a current, concise

and comprehensive account of an individual’s medical history. If the record is

not available to our medical personnel, valuable medical documents may be lost

and part, if not all, of the patient’s medical history may be missing. All patients

whose servicing medical facility is the 20th Medical Group will have their records

maintained at this facility. Patients who periodically come to this facility for care,

but reside outside of our catchment area, will also have their medical records

maintained here. In addition to maintaining the medical records, a medical records

copying service is available upon request. We require 30 days advance notice to

provide a copy of your medical record.

When you receive care from civilian providers, ask them to send copies of any

treatment provided to the MTF for inclusion in your outpatient record. These

documents will give our providers valuable information about your medical

condition and will improve their ability to provide quality health care. For all

appointments with the 20th Medical Group, the health record will be forwarded to

the appropriate clinic prior to each patient’s appointment. Medical records will not,

under any circumstances, be hand-carried by a patient.

Consistent with SC law; an individual cannot obtain the records of a spouse or child

over 18 years of age for any reason without a signed, witnessed release from that

individual. Children under 16 years of age cannot receive routine care without the

presence of a parent or guardian, or an adult possessing a medical power of

attorney. Medical powers of attorney are available by appointment only through the

Base Legal Office, 895-1560.

Third Party Collection Program

This program was established in 1986, under the U.S. Code, Title 10 to authorize

military medical treatment facilities to bill health insurance carriers (i.e. Blue

Cross Blue Shield, Aetna, etc.) for the cost of medical care provided to health care

beneficiaries who are covered by these programs. Health insurance does not include

TRICARE, Medicare or any of their supplemental programs. Below are some of the

most common asked questions.

What medical services are billed to insurance companies? Insurance companies

will be billed for each clinical visit and any pharmaceutical costs.

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Do you have health insurance? You will be asked this when you schedule an

appointment and upon arrival at the clinic. There is no paper form to be filled out.

The Clinic will verify and update your information with the Electronic 2569 (E2569)

on file. If a current E2569 is not on file, the information will be asked so a new E-

2569 file can be generated. Other Health Insurance Information, is used to certify

whether or not you have civilian health insurance. If a health insurance program co-

vers you, we need you to provide your policy number and any other related infor-

mation. Always having your cards with you will make the process faster.

Health care is one of my service benefits; why does the military clinic have

to bill my insurance company? Your health care is paid by federal tax dollars. The

law requires military treatment facilities to recover these costs if they are

covered by another health insurance company.

If the full cost of care is not recovered from my insurance company, will I

get a bill from the military clinic? No. You will not be billed for any costs we

cannot recover.

Will I need to pay my deductible? No. The government will absorb the

deductible. Additionally, charges billed by military medical treatment facilities

should be credited toward your deductible, thus reducing your out-of-pocket

expenses if you receive care from a civilian provider.

What will I receive from my insurance company? You will receive an

Explanation of Benefits (EOB) from your insurance company explaining how

much was paid to the military treatment facility and what deductible or

co-payments were subtracted from the claim. This is not a bill. You are not

responsible for co-payments or deductibles not paid, even if they appear on the EOB.

For additional information, please contact Resource Management office at

895-6418

No Show

An appointment is designated a No-Show when a patient does not keep a scheduled

appointment or cancels less than two hours prior to a scheduled appointment. Pa-

tients arriving past the start time of the appointment will be considered a ―no-show‖

and will need to reschedule the appointment or seek care from a network urgent care

facility. Appointments before 0900 need to be cancelled prior to the close of busi-

ness the previous duty day. A patient who fails to provide notification as specified

above is considered a No-Show.

Commanders may be notified of No-Shows of Active Duty members under their

command. The 20 MDG is not required to record these as disclosures under

HIPAA, as this falls under the definition of treatment.

Late Shows

An appointment is designated a Late-Show when a patient arrives at the clinic greater

than 10 minutes after their scheduled appointment time. The 20 MDG will try to ac-

commodate Late-Show patients, however, it is the patients responsibility to be on

time for their appointment or notify the 20 MDG in advance if they must cancel.

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PATIENT INFORMATION

Patient Appointments

Visits for all 20th Medical Group Clinics are by appointment only.

In the event of an emergency, immediately call 911 or go to the nearest emergency

room.

Appointments are available by calling:

(803) 895-CARE (2273)

0700 – 1600, Monday through Friday

Our long distance patients can also call by dialing our toll free number,

1-877-796-Care (2273). Unscheduled ―walk-in‖ visits are strongly discouraged

since they cause delays for patients with scheduled appointments. Please call ahead

so we may give you proper service.

After normal duty hours, for urgent medical issues that are not life threatening but

require treatment within 24 hours, contact the on-call PCM at (803) 895-CARE to

discuss the condition and possible referral to an Urgent Care facility. It is important

that you coordinate follow-up care with your PCM to ensure both required care and

referral authorizations are appropriately completed.

TRICARE Online

To make appointments 24 hours a day 7 days a week, visit www.tricareonline.com

to register for an account. TRICARE Online (TOL) is an interactive site that offers

enrolled beneficiaries who register for an account the ability to book appointment

with their provider.

TRICARE Service Center

The TRICARE Service Center (TSC) and Managed Care Office are your overall

continuity of care departments, which facilitate your care throughout the military

and civilian health care systems. A listing of 20 MDG providers is also available

for your review in this office. If you have any questions concerning this

information, please call HUMANA, our Managed Care Support Contractor at

1-800-444-5445 or visit the Shaw AFB TSC/Managed Care Office, Monday-Friday

from 0730 to 1630.

Many of you have relied on military medical treatment facilities for most, if not all,

of your health care. Our medical treatment facilities are an integral part of

TRICARE. TRICARE expands your options to include a growing civilian provider

network. These providers have been carefully selected to participate in TRICARE

because of their high quality care standards.

There are three different TRICARE plans from which you can choose: Prime,

Extra and Standard. Each plan has different cost shares and degrees of freedom

for choosing your health care providers. For more information call 1-800-444-5445,

or visit the Shaw AFB TRICARE Service Center/Managed Care Office.

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Referrals

When you need specialty care, your Family Health Provider will refer you to a

network of other specialists. You and your providers will be notified of your

authorized referral within 10 business days. Notification will either be by phone

or in writing. You can also check on your authorization, 24-hours a day by calling

1-800-444-5445 or by logging onto www.humana-military.com and registering for

beneficiary services. If you need any changes to a referral, you should contact the

Referral Management Center at (803) 895-6559.

TRICARE Dental Program (TDP)

This is a private insurance program for family members of all uniformed services

active duty, Selected Reserve and Individual Ready Reserve personnel of the

Uniformed Services. The plan is voluntary, requiring the sponsor to enroll his/her

dependents into the TRICARE Dental Program. A list of participating dentists and

additional information can be obtained from the TRICARE Service Center.

The TRICARE Retiree Dental program is currently administered via MetLife.

They may be contacted at 1-855-MET-TDP1 (1-855-638-8372, toll-free) or at

http://mybenefits.metlife.com/tricare.

Beneficiary Counseling and Claims Assistance (BCAC) and Debt Collection As-

sistance Officers (DCAO)

This office provides assistance to beneficiaries with questions and/or medical

claims issues. The Health Benefits staff will assist all eligible beneficiaries to

include those with Prime, Standard and Extra coverage. Simply call (803) 895-6228

for assistance.

Advance Directives

An Advance Directive contains written instructions you have made concerning

your future medical care in case you become unable to make decisions for yourself

or become unable to communicate to your provider about your decisions. It is a

legal document and can be in the form of a Living Will and/or a Medical Power of

Attorney. Be sure to inform your provider, nurse, or health technician if you have

or desire an Advance Directive. The Legal Office will answer your questions and

provide legal advice. If you have any questions or would like to complete an

Advance Directive, contact the Legal Office at 895-1560.

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CUSTOMER ASSISTANCE/CONCERNS

Patient Advocate Program

The Patient Advocate Program is designed to ensure you are satisfied with

your medical care. Through this program, the 20th Medical Group provides an

immediate response to your concerns. Contact the patient customer service

representative in the area where you have a concern. His or her name and

photograph are posted in the waiting room. If your problem is not addressed to

your satisfaction, you may also speak with the OIC or NCOIC, who will try to

answer your questions or work with you towards a solution before you leave the

clinic. If the OIC or NCOIC is unable to do so, he or she may refer you to their

Squadron Superintendent or Squadron Commander. Another avenue to express any

concern is the 20th Medical Group Patient Advocate Office, where your concern

will be documented and sent for review. All patient complaints should be in written

form and signed by the patient, which will allow clear communication and account-

ability. You may also call the Patient Advocate Office during normal duty hours at

803-895-6817.

The men and women of the 20th Medical Group strive to provide excellent quality

care. We would like to know your concerns and how you feel about the service

you receive while visiting our facility. Please take a moment to comment on the

care provided by filling out our customer comment cards available in the clinic

waiting areas. This program is important to the medical group and to you, because

it allows us to measure the level of your satisfaction while identifying and

correcting problem areas, thus providing better care and service in the future.

In addition, you may receive a call from an independent party who serves as a

gatherer for our Service Delivery Assessment survey that provides the 20 MDG

with customer service information. You will receive an e-mail survey to evaluate

your dental clinic experience.

Ethics Hearing

Ethical issues or differences of opinion concerning treatment options may arise

because the physician and patient/family have different value systems, which

may stem from different religious beliefs, ethnic backgrounds or upbringing. If a

conflict arises that cannot be resolved through discussion between the provider,

their supervisor and patient/family, an ethics hearing may be called by our Chief of

the Medical Staff (Senior Provider) to discuss and make recommendations to help

resolve the issue. This does not include differences of opinion concerning treatment

options that are medically or legally contraindicated.

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PATIENT’S RIGHTS AND RESPONSIBILITIES

Patient Rights

As a Patient, You have the Right to:

Receive emergency care without preauthorization where and when acute symp-

toms are so severe that a ―sensible layperson‖ would want emergency care to pre-

vent serious harm or death.

Timely, considerate, and respectful care at all times and under all circumstances.

An environment of shared respect which is free from discrimination.

Accurate information about the TRICARE program to include covered health bene-

fits and health plan options.

A choice of healthcare providers, either within TRICARE Prime network or the

Military Treatment Facility (MTF).

Receive accurate, accessible and understandable healthcare information.

Ask questions and receive timely answers to those questions.

Choose someone to make decisions on your behalf if you cannot do so.

Know all of your treatment options including the option of no treatment.

Know the risks, benefits, and consequences of each of these options.

Refuse care as allowed by law.

Privacy and protection of your personal health information.

Communicate with healthcare providers in confidence as allowed by law and regu-

lation.

Review and obtain a copy of your own medical records through the release of infor-

mation request.

Request amendments to your records, within specific legal limits.

A fair and efficient process to appeal medical necessity decisions by your MTF or

by TRICARE that includes both internal review and independent external review.

To discuss complaints with your provider or Patient Advocate.

Contact a TRICARE Debt Collection Assistance Office if unable to pay fees.

Review a provider directory maintained in Managed Care to assist with understand-

ing your provider’s education and training and selecting a Primary Care Manager.

Review publicly-reported MTF quality measures; please view MTF slide presenta-

tion in main patient waiting area.

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Patient Responsibilities

As a Patient, You are Responsible to:

Have respect for the rights of other patients and MTF staff.

Become educated about TRICARE coverage, options, and rules, to include required

fees.

Tell your healthcare professional everything you know about your illness or condi-

tion, past healthcare, and any and all medications or supplements you are taking,

and any legal healthcare directives that affect your care.

Inform the provider or nurse about any changes in how you feel.

Participate in decisions related to your healthcare and ask questions if you do not

understand any part of the proposed treatment.

Follow your treatment plan(s), which is established by your provider (s).

Provide an adult attendant if required by your healthcare team.

Maximize healthy habits, such as increased exercise and a healthy diet as well as

reduced tobacco use and knowingly spread disease.

Accept the consequences if you refuse to follow the plan of care.

Keep appointments or call to change or cancel them at least 24 hours in advance.

Report wrongdoing and fraud to appropriate authorities.

If you have any questions regarding your rights and responsibilities please

talk with your healthcare provider or the respective Department Patient

Advocate.

Patient Privacy Rights

Congress recognized the need for the national patient record privacy standards and

enacted the Health Insurance Portability and Accountability Act of 1996 (HIPAA),

which became effective 14 April 2003. The law included provisions designed to

save money for health care businesses by encouraging electronic standards, but in

the process required new safeguards to protect the security and confidentiality of

the information. Patient’s rights include:

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A written notice of privacy practices from health plans and providers. To access the

MHS policy practices, contact the privacy officer at any DoD Medical Treatment

Facility or go to this website: http://www.tricare.mil/tma/hipaa

Right to access, review and request correction of and obtain a copy of your

protected health information (PHI), such as your medical record.

Right to an accounting of certain disclosures of your PHI.

Right to request restriction of uses and disclosure of PHI.

Right to file a complaint regarding privacy infractions.

The 20th Medical Group will serve as your advocate for privacy issues and

the proper dissemination of your health care information in compliance with the

HIPAA legislation. The Privacy Officer can be reached at (803) 895-6455 for any

concerns or assistance you may require.

CLINICAL SERVICES AND PROGRAMS

Ambulance Services

The 20th Medical Group does not have an emergency department or urgent care

care services. For all emergencies (i.e., off- or on-base), call 911. Our

ambulance transports patients directly to the emergency room at Tuomey Regional

Medical Center. For emergencies occurring in the civilian community, the Sumter

County Emergency Services will only transport patients to the Tuomey Regional

Medical Center Emergency Room. The hospital and physician’s bills for active

duty members and their dependents should be brought to the TRICARE Service

Center as soon as you receive them. Make sure you speak with your Family Health

Provider prior to (when the situation permits), or within 24 hours, if you go to an

emergency department or seek urgent care outside of the military treatment facility.

Routine care outside the MTF obtained without a prior approved referral is

generally not a covered (reimbursable) benefit and the member may be subject to

point-of-service charges.

Medical In-processing

To help smooth your transition into your new home here at Shaw AFB, the

20th Medical Group asks each newly enrolled dependent beneficiary to complete

a medical assessment form. These forms are reviewed by your Primary Care

Manager so that they may address your current and preventative health care needs.

Additionally, all active duty members are required to in-process through

TRICARE, Public Health, and the Dental Clinic. The goal is to ensure you know

what health care services are available here at Shaw and how to get help when you

need it. For more information, contact Managed Care at 895-6228.

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Patient Centered Medical Home (PCMH)

Family Health Providers are health care providers specially designated to manage

all health care needs of active duty members and other individuals enrolled to

TRICARE Prime. The goals are for the Family Health Provider to become familiar

with the needs of their assigned patients, and to ensure that all care is appropriately

managed. To the maximum extent possible, patient visits will be scheduled with

the assigned Family Health Provider or one of their Family Health team partners.

Family Health Providers are designated in Family Medicine, Pediatrics and Flight

Medicine.

Family Health Clinic (Bldg. 1048): The Family Health Clinic functions as one of

the main entry points of care in this facility. Specialty care referrals are initiated

through this clinic by your Family Health Provider, and then transmitted to the

TRICARE Service Center/Managed Care Office for authorization and scheduling.

NOTE: The Family Health Clinic cares for patients of all ages, from pediatrics to

geriatrics. Call 895-CARE (2273) or go to TRICAREOnline.com to schedule

appointments.

Duty Hours: The Family Health Clinic is open Monday through Friday from

0730 – 1630. The Family Health Clinic is CLOSED on weekends, holidays and

down days. The Family Health Clinic has no emergency services. If you have a true

medical EMERGENCY, call 911.

Preventive Health Assessment (PHA) Appointments: Active duty members may

schedule their PHA appointments by calling 895-6373.

School and Athletic Physicals: School and athletic physicals are normally

performed in the summer months before school begins, and are publicized.

Appointments can be made by calling 895-CARE (2273), Monday through Friday.

Provider On-Call: The Provider On-Call can be reached by calling 895-CARE

(2273) after hours. The Provider On-Call is not located within the facility.

NOTE: If you are on flying status, an air traffic controller, parachutist, weapons

controller or administratively qualified for the Personnel Reliability Program, the

Flight Medicine Clinic is your Family Health Provider. You can contact the Flight

Medicine Clinic by calling 895-2273 during non-duty hours (ask to be forwarded to

the on-call Flight Medicine provider).

Pediatric Clinic

The Pediatric Clinic (Bldg. 1053) is open for children 16 years and under. Children

of any age with chronic or special needs may also be seen in this clinic.

Duty Hours: The Pediatric Clinic is open Monday through Friday, 0730 – 1630.

Call 895-CARE (2273) to schedule appointments.

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Women’s Health Clinic

The Women’s Health Clinic is co-located within the Family Health Clinic and pro-

vides a variety of gynecological services to female patients assigned to the 20th

Medical Group. Gynecological services include all active duty pap smears (no re-

ferral needed), space available dependent spouse pap smears, abnormal pap follow-

up and treatment, specialized gynecological problems, limited procedures, family

planning and individualized patient counseling and education. Patients with gyne-

cological concerns are seen on a referral only/case-by-case basis, based on the na-

ture of the referral. Civilian consultation is utilized for any patients whose medical

history requires additional support.

Pregnancy tests are available on a walk-in basis. Please note that Shaw AFB does

not provide obstetrical services. Once a woman has a positive pregnancy test

from the lab, she will be scheduled for a new parent briefing and provided with

appropriate information for obtaining obstetrical services in the local community.

Duty Hours: The Women’s Health Clinic is open Monday through Friday,

0730 – 1630 daily. All injections are done on a walk-in basis, Monday through

Friday between the hours of 0800 - 1100 and 1300 – 1500.

Mental Health & Family Advocacy

The Mental Health Flight provides triage, clinical assessments, evaluations, and

outpatient treatment psychiatric services for active duty members. Substance abuse

evaluations and treatment are also available. Care for dependents, retirees and de-

pendents of retirees is limited. Mental Health care for these beneficiary categories

is referred to the civilian community. Outpatient appointments for active duty per-

sonnel can be made through self-referral, referral from health care providers, com-

mand, or other Air Force agencies.

The Family Advocacy Program is designed to provide therapeutic, preventive and

educational services to military families at risk for and/or experiencing family vio-

lence. The Family Advocacy Outreach and Prevention Team develops programs

and services in cooperation with other community agencies aimed at strengthening

and enriching Air Force families. The New Parent Support Program offers support

for new parents, provides parenting classes, and many psychological, educational

and de-velopmental classes.

Access to Care: To schedule an appointment with the Mental Health Clinic, please

call 895-6199 between 0730 – 1630, Monday through Friday.

For more information about the Mental Health Clinic, please call 895-6199. For

information about Family Advocacy, please call 895-6201.

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Exceptional Family Member Program—Medical (EFMP-M)

The Exceptional Family Member Program—Medical (EFMP-M) is designed to

provide assistance to eligible personnel with dependents who receive special

educational or medical attention for chronic physical or mental conditions or who

require frequent services by a specialist. This assistance may be in the form of

referral to available support services or counseling on special assignment

considerations. For more information on this program, call 895-6776.

Physical Therapy

Physical Therapy (Bldg. 1048) provides health care devoted to relieving pain,

restoring function and preventing injuries and disabilities to all active duty

personnel and DoD beneficiaries. Those eligible for care are seen by referral from

a physician, physician assistant, nurse practitioner or dentist. NOTE: The Physical

Therapy Clinic does not provide services for patients requiring long-term care for

pediatric or adult neurological conditions, neonatal intensive care intervention or

developmental disabilities. These patients are referred through TRICARE to

specialty facilities to better meet their needs.

Access to Care: To schedule appointments, please call 803-895-6562 or come by

the Physical Therapy Clinic front desk.

Duty Hours: Physical Therapy is open Monday, 0730-1630;

Immunizations

The Immunization Clinic is a walk-in clinic. Childhood immunizations are

scheduled to follow standard well-baby check-ups. Parents should bring copy of

their child’s immunization record. NOTE: PPD tests (TB skin tests) require two

visits (one to administer the test and one to read it 48 to 72 hours later) and are not

administered on any Thursday or on the Friday before a long weekend.

Information: For additional information concerning specific immunizations, please

contact the clinic at 895-6492.

Duty Hours: Immunizations is open 0730 – 1600, Monday through Friday.

This section is closed daily from 1200 – 1300.

AEROSPACE MEDICINE

Flight Medicine

Flight Medicine (Bldg. 1005) provides primary medical care for all personnel on

flight /special operator status and their dependents. This includes aircrew, air traffic

controllers, space operators, and other special operational duty personnel. Addition-

ally, certain

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AD and civilian employees in the Occupational Health program are seen for

their annual assessment. All medical needs of personnel on flight/special operator

status must be coordinated through the Flight Medicine Flight.

Active Duty Sick Call: Hours for sick call are 0730 and 1300, Monday through

Friday. Sick call is limited to acute problems or return to flight controlling status.

Access to Care: To schedule an appointment, please call 895-CARE (2273)

from 0730 – 1600, Monday through Friday. Arrive 20 minutes early for scheduled

appointments.

Duty Hours: Flight Medicine is open 0730 – 1630, Monday, Tuesday, Wednesday,

and Thursday and from 0730 – 1530 Friday.

Health Promotion Flight (Health and Wellness Center (HAWC))

Health Promotions is a program designed to promote healthy lifestyles by

identifying health risks and establishing programs that facilitate changes towards

the adoption of healthier behaviors in our Air Force community. The HAWC

provides a ―one-stop-shop‖ for health and fitness assessment, awareness and

prevention programs.

The HAWC (Bldg. 901) provides tobacco cessation programs, nutritional

counseling, disease risk counseling (cholesterol, diabetes and high blood pressure),

health risk appraisals and exercise prescriptions, and supports the commander’s

fitness program. Books and videos on various health topics can be signed out,

and educational materials are available on all the above topics. The HAWC is a

member of the Shaw Prevention Team and partners with Family Support, Family

Advocacy, Family Member’s Program Flight, the Chaplain, and Mental Health in

providing programs to meet the needs of our Shaw AFB community. Stop by and

see if we can make a difference in pointing you in the direction of getting healthy

and staying healthy.

Information: For additional information, call the HAWC at 895-1216/17.

Duty Hours: The HAWC is open 0730 – 1630, Monday through Friday.

Public Health Flight

The Public Health Flight (Bldg. 1054) is organized in two major elements,

Community Health Management and Force Health Management.

The Community Health Element oversees issues related to the base population

as a whole. These programs include Communicable Disease Surveillance,

Epidemiology, Food Safety, Facility Sanitation and Disease Vector Surveillance.

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The Force Health Management Element oversees issues related to force

mobilization. These include tracking and completion of the Preventive Health

Assessment and Individual Medical Readiness database, oversight of Occupational

Medical Examinations, hearing testing, and Pre/Post Deployment Processing.

Duty Hours: Public Health is open from 0730 – 1630, Monday through Friday.

Call 895-6193/6185 to access services.

Optometry Services Element

Optometry (Bldg. 1048, 2nd Floor) provides comprehensive vision care, to include

routine eye examinations and urgent eye care (red eyes, eye injuries, etc.) for active

duty personnel. Family members and retirees receive eye care through TRICARE

with a civilian provider. Optometry provides Diabetic Eye exams for all TRICARE

beneficiaries, and Corneal Refractive Surgery pre-operatively and post-operatively.

Active Duty and retiree patients can bring their eyeglass prescriptions to the clinic

to order military eyewear.

Access to Care: To schedule an appointment, please call 895-CARE (2273), op-

tion1, option 4 from 0700 – 1600, Monday through Friday. For urgent eye care

appointments, call 895-CARE (2273).

Duty Hours: Optometry is open 0730 – 1630 Monday through Thursday

0730 – 1530 Friday

Bioenvironmental Engineering Flight

The Bioenvironmental Engineering Flight (Bldg. 1005) applies knowledge of

engineering and the sciences to assist commanders in employing risk management

principles to meet their mission in peacetime and during contingency operations.

Our top priority is to perform risk assessment surveys evaluating systems,

installations, facilities, and planning documents for chemical, physical and

biological stress factors which may cause illness, injury, reduced productivity,

performance or significant discomfort among Air Force personnel in occupational

environments. The flight advises commanders on impact to mission of

unacceptable risks and provides possible solutions.

Call 895-6196 to access services.

Aerospace Physiology Flight (APF)

The Aerospace Physiology Flight (Bldg. 1047) acquaints aircrew and high altitude

parachutists with the stresses and equipment of aerospace operations in order to

prepare them to successfully function and survive during all situations. Our goal is

to improve aviation safety by providing academics in a controlled environment that

will ultimately increase human performance. By working as a team, we provide our

customers the highest quality of physiological training while maintaining combat

readiness and efficiency for High Altitude Airdrop Mission Support.

Access to Care/Training: You may reach us at 895-6791 from 0700-1600, Monday

through Friday.

Duty Hours: Aerospace Physiology is open from 0700-1600, Monday through

Friday.

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Dental Services

Dental Services (Bldg. 1046) provides comprehensive dental care to active duty

personnel in an effort to ensure Shaw AFB is ―dentally ready‖ for worldwide duty.

Eligible active duty family members should be enrolled in the TRICARE Dental

Plan (www.metlife.com). Retirees and their families can enroll in the TRICARE

Retiree Dental Plan (www.ddpdelta.org) or may seek other types of dental

insurance coverage. Covered benefits/procedures should be provided by the

individual’s participating network dentist. Space-available care is very limited,

due to primary mission demands and other requirements.

Dental Emergencies: Same-day evaluation and management of dental emergencies

(trauma, bleeding, swelling, infection, severe pain, etc.) is available for all

beneficiary categories. Call 895-6988/6989 during duty hours and 895-CARE

(2273) during non-duty hours. NOTE: Non-active duty personnel must first at-

tempt to access their network dentist, as this provides continuity of care. The

cost of emergency service is covered by the TRICARE Dental Plan.

Access to Care: To schedule an appointment, please call 895-6988 or you may

make it in person.

Duty Hours: Dental Services is open 0730 – 1630, Monday through Friday

ANCILLARY AND SUPPORT SERVICES

Laboratory

The Laboratory (Bldg. 1048) supports Family Health, Pediatrics, Women’s Health

Clinic and Flight Medicine in conducting various clinical laboratory tests. Tests not

performed in-house are processed through our shipping department to be tested at

various military and civilian reference laboratories.

All patient encounters are conducted at the laboratory reception desk. Special

collection directions are available for some requested tests. All military health care

system beneficiaries with a legible laboratory request signed by a licensed military

or civilian provider are eligible for our services.

Access to Care: The Laboratory is a walk-in clinic, or you may contact our front

desk at (803) 895-6515 for any further questions.

Duty Hours: The Laboratory is open from 0730 – 1630, Monday through Friday.

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Diagnostic Imaging/Radiology Services (X-Ray)

Diagnostic Imaging/Radiology Services (Bldg. 1048) provides routine radiography

services. Special procedures to include fluoroscopy, ultrasound and mammography

are referred to other military or civilian sources. All examinations require a health

care provider’s request. Requests from civilian providers will be honored with a

legible prescription. Routine radiography will be performed on a walk-in basis

while all special examinations will be scheduled through TRICARE.

Information: You may reach us at (803) 895-6625 for any additional information.

Duty Hours: Diagnostic Imaging/Radiology Services is open from 0730 – 1630,

Monday through Friday.

Pharmacy

The 20 MDG Pharmacy dispenses medications upon receipt of a written prescrip-

tion from a military or civilian provider. New and existing prescriptions from 20

MDG providers and from civilian providers are filled at the main pharmacy.

The 20 MDG Pharmacy will gladly fill civilian provider prescriptions.

If you receive your care from a civilian provider, please come by the Pharmacy and

pick up a list of medications stocked at the 20 MDG Pharmacy or access our for-

mulary online at www.shaw.af.mil/units/medicalservices/index.asp.

We will not be able to fill a prescription for a medication not on our formulary.

The 20 MDG Pharmacy must follow South Carolina State law with regard to phar-

macy practice.

All patients must pull a ticket from the ticket station located in the pharmacy lobby

for their prescription to be processed. Your ticket number will be called to the first

free pharmacy window in the order it was pulled from the machine. Prescription

refills are filled at the Satellite Pharmacy (located in the Base Exchange complex).

Pharmacy hours of operation are:

Main Pharmacy Satellite Pharmacy

Monday-Friday: 0745 - 1700 hrs. Monday-Friday: 0900 – 1700 hrs.

Closed on Sat/Sun/Holidays/Wing Down Days

The satellite Pharmacy has a convenient call-in refill service.

Refills called in before 1200 are ready the next duty day. Refills called in after

1200 are ready within two duty days.

The phone numbers for this system are 895-6678 or toll free at 1-877-796-2273.

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You must present your Identification Card (ID) to the Pharmacy window when

dropping off a prescription or picking up medication. Pharmacy staff members will

dispense medications when presented with a valid ID card.

Patients may also elect to have their prescriptions filled at either the TRICARE

Mail Order Pharmacy (TMOP) or a local civilian pharmacy that accepts TRICARE.

Unless you are active duty, there will be a co-pay for each prescription filled at

these locations. There is no co-pay for active duty members. Keep in mind those

medications that are non-formulary at Shaw AFB may be formulary medications at

these two pharmacies, and may therefore be available at the lower co-pays.

Prescriptions filled at local civilian pharmacies are limited to a 30-day supply

of medication. Most prescriptions filled through the TMOP can be filled up to a

90-day supply of medication if the prescription is written for that quantity.

The co-pay for a 90-day supply of medication through the TMOP is the same as

a 30-day supply of medication from a local civilian pharmacy.

In order to utilize the TMOP, patients need to register with TMOP. Registration

forms can be obtained at the Shaw Pharmacy. They can also be obtained by

contacting the TMOP at the following toll-free number: 866-363-8667.

Additional questions about the TMOP can be answered by your pharmacy staff at

Shaw, the toll-free number provided above, or through the following website:

www.express-scripts.com.

Patients with civilian prescriptions, may also utilize the prescription drop-off box

located in the waiting area of the main pharmacy. The beneficiary must fill out the

provided envelope completely. Prescriptions that are dropped in the prescription

drop box may be picked up 2 hours later at window 4.

Please call the Pharmacy at 803-895-6464 if you have questions.

Volunteers

We have a very active volunteer staff working in the 20th Medical Group.

Volunteers perform many vital functions that help the everyday operations of the

clinic flow smoothly. If you are interested in becoming one of these valuable

volunteers, contact the Red Cross Volunteer Coordinator, 895-1251.

PERFORMANCE IMPROVEMENT/PATIENT SAFETY

It is the goal of the 20th Medical Group to provide our patients with safe,

quality medical and dental care. You have the right to report any unsafe condition

or patient safety concern to the 20th Medical Group Leadership, by requesting any

20th Medical Group staff member or Customer Service Representative to complete

the documentation in the DoD Patient Safety Reporting System.

You are also an important part of this on-going commitment to excellence. Your

comments regarding care you receive at the clinic are important to us. You may

receive a call asking for your comments regarding a recent visit; the information

you give will help us maintain our high standards of excellence. The survey is

brief; please take the time to participate. In addition, you are welcome to complete

a comment card (located throughout the facility) at anytime.

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ACCREDITATION ASSOCIATION FOR AMBULATORY HEALTH CARE

(AAAHC)

AAAHC has committed to its mission to remain the preeminent leader in develop-

ing standards to advance and promote patient safety, quality, value and measure-

ment of performance for ambulatory health care through peer-based accreditation

processes, education and research. Anyone believing that he or she has pertinent

and valid information about such matters may contact the AAAHC at any time

through the following mechanisms:

Accreditation Association for Ambulatory Health Care

5250 Old Orchard Road, Suite 200

Skokie, IL 60077

Phone: (847) 853-6060

Fax: (847) 853-9028

Email: info@aaahc.org

Web: www.aaahc.org

WHAT ARE MEDICAL ERRORS?

Medical errors are one of the nation’s leading causes of death and injury. Govern-

ment agencies, purchasers of group health care and health care providers are work-

ing together to make the U.S. health care system safer for patients and the public. In

recent years, medical errors have received much attention. Steps are being taken to

reduce the number of errors that occur. One of these steps is to educate patients on

what they can do to help prevent medical errors. Listed below are tips to help make

your health care experience safer. You are an important part of your health care

team; if you have questions, SPEAK UP.

Medical errors happen when something that was planned as a part of medical care

doesn't work out, or when the wrong plan was used in the first place. Medical errors

can occur anywhere in the health care system:

Hospitals

Clinics

Outpatient Surgery Centers

Providers' Offices

Nursing Homes

Pharmacies

Patients' Homes

Errors can involve:

Medicines

Surgery

Diagnosis

Equipment

Lab reports

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20 TIPS TO HELP PREVENT MEDICAL ERRORS

1. The single most important way you can help to prevent errors is to be an active

member of your health care team.

That means taking part in every decision about your health care. Research shows

that patients who are more involved with their care tend to get better results. Some

specific tips follow.

Medicines

2. Make sure that all of your providers know about everything you are taking.

This includes prescription and over-the-counter medicines, and dietary supple-

ments such as vitamins and herbs.

At least once a year, bring all of your medicines and supplements with you to your

provider. "Brown bagging" your medicines can help you and your provider talk

about them and find out if there are any problems. It can also help your provider

keep your records up to date, which can help you get better quality care. With the

Patient Centered Medical Home a partnership is one of our main goals. So that you

will have a list of current medication readily available, please list them on the last

page of this pamphlet.

3. Make sure your provider knows about any allergies and adverse reactions you

have had to medicines.

This can help you avoid getting a medicine that can harm you.

4. When your provider writes you a prescription, make sure you can read it.

If you can't read your provider's handwriting, your pharmacist might not be able to

either.

5. Ask for information about your medicines in terms you can understand--both

when your medicines are prescribed and when you receive them.

What is the medicine for?

How am I supposed to take it, and for how long?

What side effects are likely? What do I do if they occur?

Is this medicine safe to take with other medicines or dietary supplements I am

taking?

What food, drink or activities should I avoid while taking this medicine?

6. When you pick up your medicine from the pharmacy, ask: Is this the medicine

that my provider prescribed?

A study by the Massachusetts College of Pharmacy and Allied Health Sciences

found that 88 percent of medicine errors involved the wrong drug or the wrong

dose.

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7. If you have any questions about the directions on your medicine labels, ask.

Medicine labels can be hard to understand. For example, ask if "four doses daily"

means taking a dose every 6 hours around the clock or just during regular waking

hours.

8. Ask your pharmacist for the best device to measure your liquid medicine. Also,

ask questions if you're not sure how to use it.

Research shows that many people do not understand the right way to measure

liquid medicines. For example, many use household teaspoons, which often do not

hold a true teaspoon of liquid. Special devices, like marked syringes, help people to

measure the right dose. Being taught how to use the devices helps even more.

9. Ask for written information about the side effects your medicine could cause.

If you know what might happen, you will be better prepared if it does, or if

something unexpected happens instead. You can then report the problem to

your provider right away and get help before the problem gets worse.

Hospital Stays

10. If you have a choice, choose a hospital at which many patients have the

procedure or surgery you need.

Research shows that patients tend to have better results when they are treated in

hospitals that have a great deal of experience with their condition.

11. If you are in a hospital, consider asking all health care workers who have

direct contact with you whether they have washed their hands.

Hand washing is an important way to prevent the spread of infections in hospitals.

Yet, it is not done regularly or thoroughly enough. A study found that when

patients checked whether health care workers washed their hands, the workers

washed their hands more often and used more soap.

12. When you are being discharged from the hospital, ask your provider to ex-

plain the treatment plan you will use at home.

This includes learning about your medicines and finding out when you can get back

to your regular activities. Research shows that at discharge time, providers think

their patients understand more than they really do about what they should or should

not do when they return home.

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Surgery

13. If you are having surgery, make sure that you, your provider and your sur-

geon all agree and are clear on exactly what will be done.

Doing surgery at the wrong site (for example, operating on the left knee instead

of the right) is rare. But even once is too often. The good news is that wrong-site

surgery is 100 percent preventable. The American Academy of Orthopedic

Surgeons urges its members to sign their initials directly on the site to be operated

on before the surgery.

Other Steps You Can Take

14. Speak up if you have questions or concerns.

You have a right to question anyone who is involved with your care.

15. Make sure that someone, such as your personal provider, is in charge of your

care.

This is especially important if you have many health problems or are in a hospital.

16. Make sure that all health professionals involved in your care have important

health information about you.

Do not assume that everyone knows everything they need to.

17. Ask a family member or friend to be there with you and to be your advocate

(someone who can help get things done and speak up for you if you can't).

Even if you think you don't need help now, you might need it later.

18. Know that "more is not always better.

It is a good idea to find out why a test or treatment is needed and how it can help

you. You could be better off without it.

19. If you have a test, don't assume that no news is good news.

Ask about the results. Consider asking when the test is ordered when and how you

should hear back about the results.

20. Learn about your condition and treatments by asking your provider and

nurse and by using other reliable sources.

Reference: ―Patient Fact Sheet, 20 Tips to Prevent Medical Errors‖

www.ahrq.gov/consumer

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20TH MEDICAL GROUP KEY NUMBERS

APPOINTMENTS 895-CARE/1-877-796-CARE

AEROSPACE PHYSIOLOGY (APF) 895-6791

BIOENVIRONMENTAL ENGINEERING 895-6196

DENTAL 895-6988

FAMILY ADVOCACY 895-6201

FAMILY HEALTH 895-CARE

FLIGHT MEDICINE 895-6746

HEALTH AND WELLNESS CENTER(HAWC) 895-1216

HEALTH BENEFITS ADVISOR 895-6727

IMMUNIZATION CLINIC 895-6492

LABORATORY 895-6515

MENTAL HEALTH 895-6199

MEDICAL RECORDS 895-6505

OPTOMETRY 895-6579

PATIENT ADVOCATE 895-6817

PEDIATRICS 895-CARE

PERFORMANCE IMPROVEMENT 895-6336

PHARMACY 895-CARE, prompt #6

PHARMACY SATELLITE 895-CARE, prompt #6

PHARMACY – Automated Refill Service 895-CARE, prompt #6

PHYSICAL THERAPY 895-6562

PRIMARY CARE (PCM) TEAMS 895-CARE

PRIVACY OFFICER 895-6455

PUBLIC HEALTH 895-6193/6185

PATIENT ADMINISTRATION 895-6228

TRICARE 1-800-444-5445

WOMEN’S HEALTH CLINIC 895-2273

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WEB RESOURCES

Shaw Air Force Base http://www.shaw.af.mil/

TRICARE http://www.tricare.mil/

TRICARE (Humana) http://www.humana-military.com/

TRICARE (General and local info) http://www.tricareonline.com/

TRICARE Regional Office South http://www.tricare.mil/trosouth/

Delta Dental (Retiree Dental Program) www.trdp.org/

MetLife (TRICARE Dental) http://mybenefits.metlife.com/tricare

DEERS Address Changes http://www.tricare.mil/deers/default.cfm

National Mail Order Pharmacy (NMOP) www.express-scripts.com

MDGP 41-119 As of 31 Jan 13