Page 4 - Handbook

Be An Active Partner In Your Care
During Your Appointment
 Tell the staff if you don’t understand something.
 Ask staff to use words you understand, not medical jargon.
 Ask questions at the time you think of them.
 Make sure you have a number to call with questions after your
appointment.
 Ask a friend or family member to join you for help.
 Ask for the instructions in writing.
 Be honest about whether you:
took your medicine properly,
followed diet or exercise advice, or
followed other treatment recommendations.
 Ask about any test – when will I know the results, what will it
show, etc.
 Tell your doctor about any and all medicines you are taking:
drugs that aren’t prescription, or herbal remedies, vitamins and
similar supplements.
Between Visits
 Write down what you want to ask on your next visit.
 Write down symptoms or problems you may have, and make a
note of anything that may have caused them.
 Call your provider if you have any questions about what you
should be doing.
 After clinic hours, please use the nursing toll free number at
1-888-558-3812.
What Is Not Covered?
For Veterans, the clinic is separate from other local hospitals and
health care providers.
Specialty consultations, inpatient care, special lab, radiology
procedures, or other tests are referred to the James E. Van Zandt
VA Medical Center in Altoona, Pennsylvania. Your primary care
provider will arrange those services for you.
Eye glasses, hearing aids and dental care have special eligibility
rules, and are not provided by this clinic. Your primary care provider
will assess your need and consult the James E. Van Zandt VA
Medical Center, when appropriate.
Emergency Care
If you receive care in a private, non-VA facility for an emergency
medical condition, the visit may or may not qualify for payment by
VA. Congress has set strict limitations on such payments, so each
case must be looked at closely. If you think your care qualifies, you
should file a claim.
If you call about an emergency condition during clinic hours, you may
be told to go to an emergency room. If it is after hours, please call
the toll free number at 1-888-558-3812 to speak to a nurse. VA
medical staff advises emergency care as a clinical recommendation
and this does not have any impact on qualification for VA payment.
Our clinic is NOT designated as an urgent care facility and your
health and safety are our priority, if you experience a medical
emergency while in our clinic we will contact 911 for further
evaluation and treatment.
Complaints
First, talk with your health care provider or CBOC Administrator. If
you are still concerned, call James E. Van Zandt VA Medical
Center’s Patient Advocate at 877-626-2500 extension 7489 in
Altoona, Pennsylvania.