Soldiers manage health digitally with TRICARE online

By U.S. ArmyFebruary 8, 2016

FORT SILL, Okla. Feb. 8, 2016 -- Soldiers arriving at Fort Sill attend the new patient orientation at Reynolds Army Community Hospital as part of Start Right.

There, Soldiers hear from Col. Kenneth Lemons, RACH commander, who discusses the benefits of TRICARE Online and secure messaging in his Tuesday morning talks.

Only 11 percent of Soldiers are taking advantage of this free, multi-faceted system that not only expands access to health care, but makes it easier. Lemons believes this number could increase if more spouses attend the Start Right briefings that begin at 8:30 a.m. He cited that spouses usually are the ones who book appointments for the family, pick up medications and help their Soldier or Marine to stay healthy instead of pretending to be invincible.

Reynolds' use of TRICARE Online appointment scheduling is ranked second in the Army Medical Command region of 32 hospitals, and first in the 19-facility Regional Health Command Central.

Before incorporating the orientation in the Start Right program, RACH was last, with only 3 percent of people using it in July. RACH is trying to get more people using the system. Particularly since the mobile nature of the military family means continuity of care can be tricky.

"Since 2010 all your medical records have been available in TRICARE Online," said Lemons in his new patient briefing, Jan. 26. That includes X-ray reports, medication history, immunizations, prescriptions and their allowed refills, problem lists and appointments, not just for the Soldier, but for the entire family.

Lemons gave step-by-step instructions on how to use the website, and used examples of his own medical history to show how easy it is to be an engaged partner in your own health care. He stressed the need to be proactive in monitoring your medical records and following up with the primary care team if there's something you don't understand.

He also stressed that you can get you lab and X-ray reports online.

"Be more engaged. Read your reports then use secure messaging to contact your care team."

He said secure messaging offers a solid link between patients and their primary care teams. Even if your primary care physician is on leave, nurses will schedule you with another provider on the team.

People who register for this access should use a personal email address as it will also provide access via their smart phones or personal computers without needing a common access card. Secure messaging may be used to: ask your care team about lab and X-rays results, request referrals, ask for prescription refills, reschedule appointments and ask any other medical questions.

Another benefit of TRICARE Online is the Blue Button feature that allows people to download and share their medical data in a PDF.

"It's as good as you want it to be," emphasized Lemons. "The access to information is unbelievable. Why would you want to wait when you have instant access? You use the Internet every day, so why not use it to help you be more engaged in your health care."

SCHEDULING APPOINTMENTS

You can book your appointments up to 45 days out. Lemons said if you can't book an appointment in a reasonable amount of time or the nurse won't call you back within 24 hours, let his staff know. Even if a patient has an appointment booked online, call the office to see if they can fit you in for issues that can't wait.

"Head over to your clinic before you go to the Urgent Care Center," said Lemons. "We are able to get people in for next-day appointments. See if your provider can book you first.

"I'm big on access to care. If you have problems with it, come see us."

The colonel reminded those who use RACH for their health care to come to their scheduled appointments. No-shows not only cost the hospital money for lost appointments, but also deny someone else access to that slot.

"Last year in the military there were 300,000 no-show appointments," Lemons said.

SPEEDY PRESCRIPTIONS

He said many patients choose to fill their prescription off-post because they believe it's faster. But, Lemons believes filling prescriptions on-post, where patient medication history is well documented in the military health system, is a better practice.

He said the perceived longer wait times to fill prescriptions at RACH are tied in with increased access to care. This increased access means providers see more patients per day, and with this increase in patients, the pharmacy has made more medications available. Still, this wait time is measured in minutes as compared to days or weeks waiting for appointments before the ramped up access to medical care.

Patients can personally take this increased access further by managing their health care via TRICARE Online where they can request prescription refills. This reduces the wait time since patients can use pick-up windows at the Main Pharmacy or the Pharmissary.

The move to technology isn't lost on Lemons, who is taking his health care digitally. Nor is it a new idea to his family.

"Who do you think taught me this? My 79-year-old dad because he has My HealtheVet -- an online system started by the Department of Veterans Affairs in 2008 offering the same type of services for veterans," said Lemons.

For information on TRICARE Online, visit www.tricareonline.com. Another key information and assistance source is the Nurse Advice Line, available 24 hours a day, seven days a week at 800-TRICARE (874-2273), Option 1.