1. Welcome to the VA Puget Sound Health Care System
Thank you for your service!
On behalf of Director Mr. David Elizalde, I would like to welcome you to the VA Puget Sound Health Care System!
We at VA Puget Sound are so proud that you have chosen us for your health care needs. Our caring and committed staff of more than 3,000 are ready to deliver high-quality, world-class health care to you. The Secretary of Veterans Affairs Eric K. Shinseki has charged all VA medical centers to make you, the Veteran, the central focus of what we do. We know that results count, and that you will measure us by what we do, not what we promise. That’s been our motto at VA Puget Sound for more than 90 years.
The first VA hospital was built at American Lake in 1923, and served as a neuro- psychiatric hospital, to the state-of-the-art integrated health care system it is today. The Seattle Division was built in 1951 after World War II to accommodate the many returning Veterans. Today, you represent the newest generation of Veterans, and you are the reason we created the New Patient Orientation program.
VA Puget Sound has an extensive history of caring for Veterans throughout the Pacific Northwest Region. We serve as a major referral center for Veterans here, Alaska, Idaho and Eastern Washington. You can be seen at our Seattle Division, the American Lake Division in Tacoma, and in seven community-based outpatient clinics located in Bellevue, Bremerton, Federal Way, Mount Vernon, North Seattle, South Sound and Port Angeles. We serve more than 89,000 unique patients each year, have an annual budget of more than $500 million, and have 1,200 volunteers, all who give their time to assist our Veterans.
During orientation, we plan to provide you an overarching look at the many services we offer here. You’ll meet representatives from our various areas, learn about your Patient Aligned Care Team, part of Primary Care, the Specialty Services we provide, our Pharmacy Services, answer questions regarding your eligibility and show you our online services offered through My HealtheVet.
Again, Veterans are our sole reason for existence and number one priority. You have made a great investment in keeping this country free. Let us give back to you by making a great investment in your health care.
Thank you and enjoy New Patient Orientation. 1

2. Agenda for New Patient Orientation
Welcome
What we stand for
Comprehensive healthcare –
Patient Aligned Care Team (PACT)
Specialty care services
Pharmacy overview
Important contacts and telephone numbers
Questions

3. What is your role in your Healthcare?
You, the Veteran, are the most valuable
member of the healthcare team
Where are you in your lifelong journey?
What role does the VA play in your healthcare?
How can we design a roadmap for your success?
Please write down your questions

4. Integrity Commitment Advocacy Respect Excellence
Integrity – Act with high moral principle. Adhere to the highest professional standards.
Commitment – Work diligently to serve Veterans and other beneficiaries.
Advocacy – Be truly Veteran-centric by identifying, fully considering, and appropriately advancing the interests of Veterans and other beneficiaries.
Respect – Treat all those I serve and with whom I work w/dignity and respect. Show respect o earn it.
Excellence – Strive for the highest quality and continuous improvement.
The Core Values are the basic elements of how we go about our work – they define “who we are” – and form the underlying principles we will use every day in our service to Veterans. The Core Characteristics define “what we stand for” and what we strive to be as an organization. 4

5. VHA Mission
“Honor America’s Veterans by providing exceptional health care that improves their health and well-being.”

6. Leadership Team 6 DeAnn Lestenkof Deputy Director
William H. Campbell, MD, FACHE
Chief of Staff
Karen Allen Associate Director
For Nursing Service
David A. Elizalde
Director
Walt Dannenberg
Assistant Director 6

7. Vision – Our Promise to Veterans
The Veterans Health Administration will provide exemplary services that are both patient- centered and evidence-based
Care will be delivered by engaged, collaborative teams in an integrated environment that supports learning, discovery and continuous improvement
It will emphasize prevention and contribute to the Nation’s well-being through education, research and service in national emergencies

8. Statistics for VA Puget Sound Health Care System for 2011
86,609 Veterans Served
2,820 Employees, 1,239 are Veterans
$566.2 Million Medical Expenditures
$63 Million Pharmaceutical Purchases
459 beds
6,488 Surgeries
856,680 Outpatient Visits
VA Puget Sound Health Care System is the largest referral medical center in the Northwest Network and is part of the Veterans Integrated Service Network (VISN) 20, which includes facilities in Anchorage, Boise, Portland, Roseburg, Spokane, Seattle/Tacoma, Walla Walla, and White City. VISN 20 comprises 23% of the US landmass. 
VA Puget Sound has active affiliations with the University of Washington Medical School. Over 700 University residents, interns, and students are trained at VA Puget Sound each year. There are also many nursing school affiliations and more than 50 additional educational institution affiliations in dentistry, pharmacy, social work, and psychology. 8

9. To Make An Appointment
To schedule, reschedule, or cancel an appointment with provider or nurse:
Call the Centralized Scheduling Center (CSC) at , X71234
The CSC is open 7 am – 7 pm, Mon – Fri (excluding Federal holidays)
Please contact us immediately if you are not able to make your scheduled appointment. This will allow us to reschedule your appointment in a timely manner and give access to a fellow Veteran
You will receive automated telephone appointment reminders and postcard appointment reminders
For Patient Safety we ask for two identifiers with every contact:
Full Name and Date of Birth Or
Full Name and Full Social Security Number 9

10. 24/7 Nurse Advice Telephone Line
Call , Ext 72273, for immediate access to a triage nurse
Your provider will be alerted about after-hour triage calls within one business day, and will follow up with you 10

11. Veterans Crisis Line
If you are having thoughts of harming yourself or someone else, please call 911 or go to the nearest hospital
Veterans Crisis Line ( TALK), press 1

12. Emergent/Urgent Care
In an emergency go to the nearest emergency room, call 911 if needed
There are no emergency services available at American Lake VA
If you are having life-threatening symptoms, call 911
The VA will not pre-approve payment for non-VA emergent or urgent care 12

13. The VA Considers Emergencies as Risk of:
Loss of life
Loss of limb
Loss of eyesight
Sheila
A medical emergency is when you have an injury or illness that is so severe that without immediate treatment, you could become severely ill or even die. Use your best judgment. In the event of an emergency, call 911 or go to the nearest local emergency room. If you live near the Seattle VA, you should go there for emergency care. 13

14. Prescriptions VA Puget Sound Pharmacy
Window pickup reserved for new prescriptions that your provider wants you to start immediately
Check-in with a pharmacist for prescription counseling
Consolidated Mail Outpatient Pharmacy (CMOP)
For all other prescriptions
Medications are mailed to your address on record
Contact the pharmacy if you change your address and/or phone number
Pharmacy – Seattle – Bridgett
American Lake – Paul Jaquish 14

15. Prescription Refills
Request refills as soon as you receive your prescription or at least 2 weeks before you will run out
24 hour automated telephone refill line
(Seattle) or (American Lake)
Select option 1
Internet refills
Pharmacy

16. Medication Reconciliation
What is Medication Reconciliation?
Process of comparing your medication list with the VA medication list
Maintaining an updated, accurate list of all the medications you are actually taking
Why is it Important?
Informs your provider about all your medications so that your VA medications will not interfere with any other medications you may be taking, including over-the-counter medications or prescriptions from another provider
What should you do?
Tell your provider or pharmacist about medication changes
Keep an updated medication list
Pharmacy 16

17. Patient Aligned Care Team (PACT) & YOU
PACT is a team-based approach to YOU health care that delivers efficient, comprehensive, and continuous care
YOU will be at the center of your PACT teamlet, which includes your provider, RN care manager, LPN/ health-tech & patient services assistant, as well as social workers, dieticians, pharmacists, mental health providers, case managers, and other specialists as needed
It puts YOU at the center of your relationship with your PACT team 17

18. You are the center of your care
7 Principles of PACT
Driven — Care focuses on YOU not the condition/disease
Team Based — Team takes responsibility for YOUR ongoing care
Efficient — Technology utilized to support optimal care for YOU
Comprehensive — Provide education, preventive care services & lifestyle coaching to deliver whole person care to YOU
Continuous — Continuity of care with YOU and the provider is essential
Communication — YOU and the team need to be honest, respectful, reliable & culturally sensitive
Coordination — Information from multiple sources is pulled together by the teamlet & YOU to develop the plan of care 18 18

19. Enrollment with Your PACT Team
To stay enrolled with your PACT Team, please:
See your primary care provider at least once a year
Remaining with the same provider & PACT team will help ensure continuity and quality of care
Visit the Eligibility Office once a year to update your Means test if required

20. Specialty Care Services
Nursing
Oncology
Orthopedics
Pathology/Lab Medicine
Psychiatry
Psychology
Pulmonary Care
Radiology
Rheumatology
Rehabilitation Medicine
Spinal Cord Injury
Surgery
Urology
Anesthesiology
Audiology/Speech
Cardiology
Dermatology
Gastroenterology
Internal Medicine
Gerontology & GRECC – Geriatric Research, Education, Clinical Center
Hematology
Infectious Diseases
Metabolism
MIRECC – Mental Illness Research, Education, Clinical Center
Nephrology
Neurology
Your primary care provider may want you to see a specialist, if so, they will refer you to that specialty. Then, the specialty clinic will contact you about an appointment or the next step in your care. Some examples of specialty services available at the VA include: optometry (eye care), audiology (hearing and tinnitus), podiatry (foot care), and nutrition (dietician). We also offer kidney, endocrine, cardiology, vascular, general surgery, neurology, orthopedics, dermatology, spinal cord injury, oncology, and other specialty services, making this Health Care System a superior facility in the region. 20

21. Mental Health Services
The mission of the Mental Health Service is to provide a continuum of care that is innovative, evidence-based, recovery oriented and Veteran- centered.
The Mental Health Service offers both Outpatient and Inpatient treatment.
Psychiatric Emergency Services (PES): Open 24 hours/day, located within the Emergency Room at the Seattle VA
Psychiatric Assessment Clinic (PAC): Open 8am-4pm M-F, located at American Lake
Inpatient Psychiatry: Veterans admitted by PES or PAC. The average length of stay is 5-7 days. The goal of inpatient psychiatry is to provide immediate safety and stabilization to Veterans, then to discharge to an appropriate level of care.
MHS – Kristen Strack – Seattle
Dale Smith – American Lake

22. Mental Health Services - Outpatient
Evaluation and treatment
Medication Management
Brief Individual Counseling
Group Therapy
Case Management Services
Crisis Management
Family Counseling
Caregiver Support
Care coordination with other VA and community services

23. Rehabilitation Care Services
Rehabilitation Care Services offers:
Comprehensive Inpatient Rehabilitation
Specialty Outpatient Care Teams – Stroke, Multiple Sclerosis,  Amputation, Polytrauma, Amyotrophic Lateral Sclerosis (ALS)  provide life-long follow care
Rehab Specialty Care – EMG, Spine, Musculoskeletal, Physical Therapy, Occupational Therapy, Speech Therapy, Recreational Therapy, Vocational Rehabilitation, Rehab Nursing, Audiology services and Rehabilitation Psychology.
Center of Excellence for Multiple Sclerosis (MSCoE)
Regional Amputation Center (RAC)
Center of Excellence for Limb Loss and Prevention
Polytrauma Network Site (PNS) 23

24. Patient Advocacy Program
Patient Advocates are available at both of our divisions
They are in the office M-F from 9-12noon and 1-3:00pm
You may contact Patient Advocate office at :
Dial ext for Seattle
Dial ext for American Lake
You can also reach the Patient Advocate Office by at Please be aware that this is not a secure way to share personal information. Please use this only to make initial contact.
Marilynn Campise – both campuses (Sheila or Cathy back up)
A Patient Advocate is an employee whose job is to help resolve your issues.  The Patient Advocacy Program is for all Veterans and their families who receive care at VA facilities and clinics.  We want you and your family to have someone to go to for discussion of your concerns or complaints, or to offer a compliment. If you need help getting care or getting problems resolved, please contact the Patient Advocate.   24

25. Outpatient Services for Women Veterans
Trained Women’s Health Primary Care providers are available at both Seattle & American Lake, as well as Community Based Outpatient Clinics
Services are available through the Women’s Health Clinic: primary care, gynecology, mental health, social work, pharmacy and nutrition
A choice of a female provider when assigned to primary care or mental health is available
Chaperones are available whenever you would like one
Maternity Care (Fee Service)
Cathy Davidson 25

26. Inpatient Services for Women Veterans
If hospitalized at VAPSHCS, you will be provided a private or semi-private room (with a female roommate) with an attached bathroom with shower
If admitted to inpatient psychiatry, your room will have a door that locks for privacy
For further information, please contact your Women Veterans Program Manager, Jan Buchanan, MSW, MC, at
Cathy Davidson 26

27. Minority Veterans Program
Assist minority Veterans with VA health and benefits services, treating them with the respect and honor they deserve
Target outreach to minority Veterans through existing community networks
Minority Veterans Program Coordinators (MVPCs) are located at VA Regional Offices, VA Health Care Facilities, and VA National Cemeteries
For questions or concerns, please contact the MVPC Coordinator, Ms. Cathy Davidson, at or 27

28. Social Work Services What can a Social Worker help with?
Social Workers help with a wide range of issues and work throughout the medical center.
Topics include: basic needs, housing, advance directives, accessing services, placements/long term care, in home services, finances, employment, transportation, care giving and many more.
If you have questions or problems, the social worker may assist directly and/or refer you.  We may even help you figure out your needs and options.
Ralph Dalisky – Amer Lake
Walter Kopf or Barbara Cote– Seattle
Social Workers are everywhere at the VA!
Primary Care Clinic
Community-based Homeless Programs
Addiction Treatment Center (ATC)
Rehab including Spinal Cord Injury and Polytrauma programs
Inpatient/Med Surg and discharge planning
Emergency Room
Geriatrics and Extended Care programs
OIF/OEF/OND Deployment Health
Mental Health
Women‘s Clinic
Palliative Care and Hospice Programs
Home Care services 28

29. Social Work Services How to reach Social Work Department:
Mon – Fri, 8am - 4:30pm (except Federal holidays)
Ext 62646
Calls for American Lake will be forwarded
In Seattle, Building 1, Room 207
At American Lake, ask at front desk/check in
Social Work
Some of the ways that VA social workers can help:
Accessing financial or housing assistance
Getting help from the VA or from community agencies, such as Meals on Wheels, so you can continue to live in your own home
Applying for benefits from the VA, Social Security and other government and community programs
Discussing health care wishes and completing a Living Will
Provide respite for caregivers who need a break
Help with marriage and family problems
Explore long term care options
Offer grief support and counseling
Alcohol or drug use counseling
Provide options if you are:
Abused or being taken advantage of
Having anxiety or depression
Stressed because of health problems
In crisis and need to talk to someone
Not sure what you need, but you know you need help 29

30. Living Better with Chronic Disease
Strategize to live better
Follow your treatment plans
Monitor your health
Know what to watch for
See your Provider for regular exams
Get support
Be informed
Check with your PACT for a list of classes
Janice Foster 30

31. Healthy Living Messages
Eat wisely
Be physically active
Maintain a healthy weight
Be tobacco free
Limit alcohol
Get recommended screening tests and immunizations
Manage stress
Be safe
Get involved in your healthcare

32. Health Promotion & Disease Prevention
Be proactive
Emphasize prevention of chronic illness
Gain the skills and confidence to self-manage chronic conditions
Take more control of your health and well being
Learn how to change your lifestyle
Make shared decisions with your healthcare team
Janice Foster

33. Reaching a Healthy Weight
MOVE! Is a SELF-MANAGEMENT weight loss program for Veterans that encourages healthy lifestyle changes
MOVE! Is free for all Veterans and offers:
Your own weight loss plan
Information on healthy eating from a Registered Dietitian
Support from staff and others
Classes to teach you how to live healthier
Karol Brown – both divisions
The MOVE! Program is a Healthy Lifestyle Program that provides support for Veterans interested in weight management.  It is not a diet, and it is not an exercise program.  The Veteran determines what kind and how much support he/she wants from the MOVE! program.   This is a self-enrollment program. There are no consults needed.  Visit the MOVE! website to learn more about the program and call the MOVE! office to enroll in the local MOVE!  Program.  ext (7MOVE)
GET STARTED TODAY!
Call the MOVE! Office Toll Free at or
(253) , ext to enroll in the MOVE! Program 33

34. What private health insurance do you have?
Having your private health insurance on file may help to defray your costs with the VA
We ask for your insurance to bill for services that are not service-connected. That money comes back to VA Puget Sound to fund Veterans’ health care
VA will bill your private insurance
HPM 34

35. Travel Benefits for Medical Care
You may be entitled to beneficiary travel mileage reimbursement.  Please see the pamphlet provided 
For your convenience, you may receive your reimbursement by mail 
You may also request mileage reimbursement at the Beneficiary Travel Window at American Lake or Seattle VA
Please contact the Beneficiary Travel Office at if you have any questions 35

36. Non-Health Care Benefits from VA
For benefits such as Disability Compensation, GI Bill, Home Loans, Insurance, etc., please contact the VA Telephone Assistance Center or your local Veteran Service Office
VA Telephone Assistance Center at , 7:00am – 7:00pm, M-F except Federal Holidays
For Burial Benefits, please contact the Tahoma National Cemetery at (425)

37. Virtual Lifetime Electronic Record (VLER) Health
Free program
Shares certain parts of your health record- VA, DoD and private partner- MultiCare
Secure network between partners
Sign Authorization to enroll and opt out
Sign up today

38. MyHealtheVet Your gateway to Veteran health benefits & services
Web-based application intended for Veterans & their families
Helps Veterans, clinicians, family members, and healthcare providers access and track resources to achieve the best possible health outcomes
Mitch & Kazumi 38

39. MyHealtheVet One-time In-Person Authentication
Online Prescription Refills
Secure Messages
View VA Appointments
Chemistry/Hematology Lab Results
Vitals Tracking/Graphing
Personal Health history
Activity/Food Journals
Personal Information
Healthy Living Centers
VA Benefits and Services
Trusted Health Information
VA News & Feature Stories
Diseases and Condition Centers

40. Thank You for Your Service!
Thank You for Choosing VA as Your Health Care Provider of Choice
Questions?