Page 9 - Handbook

Be An Active Partner In Your Care

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