Supporting The Mission ... Right Start Shaw Air Force Base welcomes you. FROM THE WING COMMANDER Dear Newcomer, Welcome to Shaw Air Force Base, home of the 20th Fighter Wing, Headquarters Ninth Air Force, Headquarters United States Air Forces Central, and Third Army United States Army Central. This base has a rich and proud history of service to the United States, playing a critical part in the role of air power since World War II. As you become acquainted with us, you will discover why Shaw has the reputation of being a showplace for Air Combat Command. We are very proud of the services we have to offer all members of Team Shaw and their families. Numerous agencies on base are here to meet your needs in a first-class manner. You will also discover that Shaw’s location makes available a wide range of recreational, social and educational opportunities. We enjoy an especially close and supportive relationship with our community and are certain that you will feel “at home” here. Again, welcome to Shaw. We look forward to making your assignment here the best in your career. Sincerely, //signed// CLAY W. HALL, Colonel, USAF Commander ii INTRODUCTION TO RIGHT START The Right Start program is a required appointment for active duty and it is designed to familiarize you with the base and the local Sumter area. Members should attend the briefing within 30 days of arrival. Scheduling is handled by the member's unit when inprocessing. Military uniform is required and spouses are encouraged to attend. Throughout Right Start, you will have the opportunity to hear from many of the Shaw Integrated Delivery System (IDS) Team which is a representation of Shaw’s Helping Agencies and their direct services. These direct services are discussed in more detail on pages 5 through 47 of this booklet. 20th Fighter Wing Mission Statement Mission Statement: Provide Combat Ready Airpower and Airmen to Meet Any Challenge, Anytime, Anywhere Vision: Warrior Airmen, committed to excellence, trained and ready to fly, fight, and win…anytime, anywhere Focus Areas: § Develop Airmen and take care of their Families § CAF + Dignity/Respect = Good Order Discipline § Maximize Readiness: Ready Airmen + Equip = Combat Capability § Responsible Stewards of Shaw AFB ~ Near, Mid and Long-term iii iv TABLE OF CONTENTS Wing Operations Security (OPSEC) 1 Security Forces 4 Wing Safety 9 Base Emergency Preparedness Orientation (BEPO) 12 Fire Department 18 Base Legal 22 Sexual Assault Response Coordinator (SARC) 24 Inspector General (IG) 25 Equal Opportunity (EO) 26 Forest City Privatized Housing 29 American Red Cross 31 Force Support Squadron (FSS) 32 Chamber of Commerce 35 Military Personnel Section 36 Finance 37 Chapel 39 School Liaison Officer (SLO) 42 Exceptional Family Member Program - FS 44 Military Family Life Consultants 45 Airman & Family Readiness Center (A&FRC) 46 Medical Group Table of Contents Patient Policies 48 50 Eligibility for Health Care 50 DEERS 50 Appearance and Behavior 51 Smoking Policy 51 Medical Records 51 Third Party Collection Program 52 No Show Appointments 53 Late Show Appointments 54 Patient Information 54 Patient Appointments 54 TRICARE Online 54 TRICARE Service Center 55 Referrals TRICARE Dental Program 55 55 Beneficiary Counseling/Claims Assistance 56 Advance Directives 56 MiCare 56 Customer Assistance/Concerns 57 Patient Advocate Program Ethics Hearings 57 57 Patient Rights and Responsibilities 58 Patient Rights 58 Patient Responsibilities 59 Privacy Rights/HIPAA 59 Clinical Services and Programs 60 Ambulance Services 60 Medical In-processing 60 Patient Center Medical Home 61 Family Health Clinic 61 Pediatric Clinic 62 Women’s Health Clinic 62 Mental Health Clinic and Family Advocacy 63 Exceptional Family Member Program 63 Physical Therapy 64 Immunizations 64 v Aerospace Medicine vi 64 Flight Medicine Flight 64 Health Promotion Flight - Health and Wellness Center (HAWC) 65 65 Public Health Flight (occupational health) 66 Optometry Services Element 66 Bioenvironmental Engineering Flight 66 Aerospace Physiology Flight 67 Dental Services 67 Ancillary and Support Services 68 Laboratory 38 Diagnostic Imaging/Radiology Services (X-Ray) 68 Pharmacy 69 Volunteers 70 Performance Improvement, Patient Safety 71 Accreditation Association for Ambulatory Health Care (AAAHC) 71 What are Medical Errors? 72 20 Tips to Help Prevent Errors 73 Web Resources 77 Shaw AFB Map 78 Helpful Information 80 Quick Reference Numbers 82 Wing Operations Security What is OPSEC? – The way we protect our secrets § A 5 Step process: § Success of military operations depends on secrecy. § As family members of active duty people, you have a unique responsibility to protect not only mission-critical information, but also your personal and family critical information. § Mostly Unclassified, but sensitive, pieces of info about our activities that can reveal capabilities, weaknesses and intentions •EXAMPLES: Written in general terms Force readiness – personnel, equipment and supplies Deployment details – Numbers, locations and timing Flying schedules, exercise details, lessons learned Usernames, passwords, PINs, codes, call signs Base Security measures Threats exist when an adversary Who is the adversary? § Has the ability to collect indicators § Foreign Governments § Analyze those indicators § Competitors § Is able to act quickly enough to affect results § Criminals § Hackers § Disgruntled Employees Most significant collectors against Shaw AFB: ~ China ~ Russia ~ Cuba 1 Visible or known weaknesses an adversary can exploit to obtain critical information. § Examples: ~ Inappropriate use of email/attachments ~ Lack of awareness: don’t know what to protect, or who to protect it from ~ Poor access controls (Tailgating, failing to cover documents with cover sheets, easy passwords) ~ Failure to practice need to know ~ Failure to properly destroy sensitive documents (Shred/Burn) ~ Discussing sensitive issues over unsecure systems Things to consider while assessing Risk: § Can the enemy get the information he wants? § Will he be able to use it against us? § How much damage can he do? § Are the damages worth using the most costly countermeasure? § Is doing nothing worth the possible consequences? Anything that works to prevent the enemy from getting our critical information § Protect computer passwords § Create Strong Passwords that include letters, numbers, special § Don’t leave CAC unsecured in computer § Don’t leave FOUO/Privacy Act documents exposed § Shred FOUO and Privacy Act documents § Use STE or VOCIP when discussing sensitive info § Practice need-to-know communications § Be aware of surroundings when discussing sensitive info 2 § Use encryption when sending sensitive info over NIPRNET characters What’s my Critical Information? § Names § Computer Passwords § Schools § Home address § Ages § Job Locations § Planned Vacations § SSNs § Routine Schedules § Bank/Credit Card Account Info What are my threats? § Terrorists § Hackers § Insider Spies § Criminals § Organized Crime § Family Members § Foreign Intelligence § Angry Co-workers What are my vulnerabilities? § Mobile Devices § Children § Weak passwords § Personality § Out of date virus software § Blogging § Unsecure social media Apply OPSEC Countermeasures Apply Password protection to: § Email accounts (ALL) § Online banking § Social Networking accounts § Educate Kids § Home wireless networks § Keep anti-virus up to date § (8+ character password that include numbers and special characters) § Shred unneeded paperwork (junk mail from credit cards) § Utilize friends and timers when out of town (Mail, trash) § Do not open unsolicited emails/text from unknown sources The bottom line § OPSEC is not a one time security measure. You must practice it everyday and always be alert to protect critical information § Look at your world though the eyes of the adversary § Understand what an adversary can learn about you and your family from the information and details that you make available. § Develop and apply countermeasures which help you prevent the enemy from obtaining your critical information and using it against you. Wing OPSEC is located in Bldg. 1122, Room #, Phone 895-1959 3 Security Forces Active Shooter An active shooter is one or more persons who participate in a random or systematic shooting spree with the intent and means to continuously harm or kill others. IT CAN HAPPEN ANYWHERE! COMPLACENCY or APATHY KILLS! Report Information to Law Enforcement (LE) Desk 895-3668/3669/3670 (S)ize: Number of Shooters (A)ctivity: What is Happening (L)ocation: Location of Incident (U)niform: Description of Shooter (T)ime: When did it happen (E)quipment: Types of Weapons Your actions matter! They may save YOUR life, as well as the lives of OTHERS. AVOID Detection by the shooter DENY Hide in area out of shooter’s view Evacuate if shooter at location Lock exterior and interior doors Have an escape route & plan Stay low to ground Do not stop to render aid Block entry with heavy furniture Leave your belongings DEFEND As a last resort/imminent danger Attempt to incapacitate shooter Act with physical aggression Look for objects used as weapons CALL 911 911 from base phone goes to LE DESK 4 911 from cell phone goes to SUMTER 911 may be overwhelmed Responding SF will yell “SECURITY FORCES” Stay Calm Avoid yelling/screaming Do not grab or make quick actions Follow all directions Keep hands visible at all times TREAT THE INJURED When safe to do so Remember basic first aid/SABC For bleeding apply pressure/elevate UNDERSTAND/AID PROCESS IN PLACE Ensure Accountability rosters updated Ensure Exit/Escape plans are clear to ALL Be AWARE of your surroundings HOW YOU WILL BE NOTIFIED Giant Voice, repeated three times. Lockdown, Lockdown, Lockdown the last known threat is _________. ATHOC System Firearms Policy for Base Housing and Dorm Residents § All personnel residing in Dormitories/Base Housing MUST register firearms! A firearm is any weapon which will, if designed or readilyconverted, expel a projectile by the action of an explosive. § Personnel residing in on-base family housing must register their firearms within 72 hours of signing for their residency keys at Bldg. 825/ Security Forces Armory/895-3632. Armorer will provide: § AF Form 1314, Firearms Registration § Firearms Policy Letter (DD Form 2760, Qualification to Possess 5 Firearms/Ammunition § May also store firearms at the SF Armory on a space available basis § Personnel residing in dormitories, VOQ/VAQ, TLF, DV quarters are specifically prohibited from storing firearms. Their privately owned weapons must be registered/stored at the SF armory immediately upon arriving on installation. Contact the 20 SFS Armory and follow the process listed above. § Up to 300 rounds of ammunition can be stored in the SF Armory. This will require at least a Firearms Policy Letter (DD Form 2760, Qualification to Possess Firearms/Ammunition). The following are PROHIBITED in the dormitories and MAY NOT be stored in the SFS Armory: § WEAPONS OTHER THAN FIREARMS § Bows/arrows § Swords § Large Knives § Martial Arts weapons § Crossbows § Spear guns § Paintball guns § The possession of contraband weapons (stilettos, brass knuckles, billy clubs, switchblades, etc,) are prohibited on Shaw AFB at all times Transportation of Firearms on Base § Transportation of privately-owned weapons on Shaw AFB is prohibited, unless: ~ Traveling to/from an authorized/sponsored weapons event (skeet range, competition shoot, etc.) ~ To and from hunting trips, civilian ranges, etc. 6 ~ Firearm is locked in trunk of vehicle/behind seat of trucks ~ Ammunition is stored separate from firearm § Concealed weapons permits issued by any state are not valid on Shaw § Privately Owned Weapons will not be transported on motorcycles/ bicycles/other 2 or 3-wheeled vehicles. Contact 20 SFS/S5S, Installation Security, at 895-3648 with questions. Cell Phone Usage § Vehicle operators on DOD installations and operators of Governmentowned vehicles: ~ Will not use cell phones unless the vehicle is safely parked or they are using a hands–free device. ~ Examples include: Bluetooth Headsets, Hands-free Car Kits, Personal Navigation Devices ~ Hands free does NOT mean using the speaker phone! Seatbelt Usage § Penalties apply to drivers who operate motor vehicles without wearing seatbelts, or fail to ensure occupants wear seatbelts, on Shaw AFB, Poinsett Range, Wateree Recreation Area, or any other government property under the jurisdiction of Shaw AFB. 20 SFS/S5S is located in Bldg. 825, Phone 895-3648 7 Implied Consent to Blood, Breath or Urine § AR 190–5/OPNAV 11200.5D/AFI 31–218(I)/MCO 5110.1D/DLAR 5720.1, 22 May 2006 § Implied consent to blood, breath, or urine tests Persons who drive on the installation shall be deemed to have given their consent to evidential tests for alcohol or other drug content of their blood, breath, or urine when lawfully stopped, apprehended, or cited for any offense allegedly committed while driving or in physical control of a motor vehicle on military installations to determine the influence of intoxicants. Abandoned Vehicle Policy § Abandonment defined § Vehicle left unattended for 72 hours § A DD Form 1408, Armed Forces Traffic Ticket will be left on the vehicle’s windshield as a notice stating it is required to be moved within 72 hours or it is subject to being towed at owner’s expense § Reference: AFMAN 31-116 Paragraph 2.4, Implied Consent to Vehicle Impoundment 8 Wing Safety Traffic Laws Local Traffic Laws/ Situations § “Move Over” for Emergency/ Police § Move Accidents from road if no injuries § School Buses § Lights ON when Raining/ Reduced Visibility Driving On Base § 30mph unless otherwise posted § 15mph in Housing § 20mph near gates § Peak Driving Time § Crosswalks § Base Cell Phone Use Off Base Driving § High Incident Areas § Merge Lanes exiting base § Intersection Hwy 378/ 441 § Intersection Hwy 441/ Frierson Rd Gate § Hwy 521 and Frierson Rd § Wildlife Seat Belts Car Seats (SC Law) § > 1yr Rear Facing Wing Safety can provide assistance! § 1-5yr 20-40lbs Fwd Facing § 1-5yr 40-80lbs Booster Seat 9 Vehicle Safety Requirements Motorcycles § MSF Training § Class M on DL; PPE Mopeds (SC Law) § MSF Training § > 50cc; 30 mph max speed § Class G on DL, PPE Motor Scooter (SC Law) § MSF Training § Class M on DL; PPE Bicycles § PPE § Visibility Local Weather Primary Concerns Severe T-Storms/Tornadoes § Lighting w/in 5 (stay indoors) Flooding (Swamp Areas) § Don’t Drive through High Water Hurricanes § Shaw AFB HurCon Plan 108 Winter Weather § Snow (6”+ in Feb 2010) § Ice (Roads, Sidewalks) 10 Recreation Water Sports § Lakes/ Rivers (Lake Wateree) Ocean § Outdoors Hunting/ Fishing Camping Hiking § Off-Road Vehicles Dirt Bikes § Winter Sports Mishap Reporting § An unplanned occurrence, or series of occurrences, that results in damage to Govt. Property or injury or personnel § References: ACC Form 164, CA-1 / LS 201, 202 ( Now Online) § Report all incidents to supervision Course III (Officer Training) § In accordance with AFI 91-207, The Air Force Traffic Safety Program, The following personnel are require to complete Course III Traffic Safety Training § First Term Airmen ( During FTAC) § First Term Officers (Must sign-up using CoP on AFKN within three months on station.) § CoP https://afkm.wpafb.af.mil/community/views/home.aspx?Filter=27535 11 Base Emergency Preparedness Orientation (BEPO) The Emergency Management Program is an AF wide informational program that is designed to prepare everyone on base for any contingency. The Program is broken down into 4 categories: Major Accidents, Natural Disasters, Terrorist use of WMD, and Enemy Attack. § A Major Accident is an accident of such a magnitude as to warrant response by the installation Disaster Response Force (DRF). § It may involve: ~ Class A Mishap ~ Hazardous substances ~ Property damage ~ Injury/Death to Personnel ~ Adverse Public Reaction Examples of Major Accidents: § Aircraft § F-16s ~ Visiting Planes § HAZMAT ~ Hydrazine ~ JP8 (Jet fuel) § Trains ~ Gasoline § Vehicles ~ Diesel fuel ~ Tractor trailers, ~ Gas trucks ~ Delivery trucks ~ Chlorine ~ Oxidizer ~ Transported and stored on and off base ~ Yellow/Green chemical plume when released 12 Natural Disasters § A natural disaster can strike with little or no warning resulting in devastating consequences. § Some natural disasters you may experience in the Shaw AFB/Sumter area include: ~ Severe Weather ~ Thunderstorms/Lightning ~ Flooding ~ Winter Storms ~ Tornadoes ~ Hurricanes Season June 1-November 30 High winds, torrential rainfall, flooding, physical damage, tornadoes, thunder and lightning HURCON IV-I Hurricane Protective Actions ~ Board up windows and doors ~ Prepare a disaster kit ~ Evacuate when told ~ Make arrangements for pets 13 Tornadoes ~ Season March 1-July 31 ~ High winds, physical damage, lightning, hail ~ Categories § Facts ~ Occur between noon and midnight ~ Funnel speed 60 miles per hour ~ Circular Wind speed 400 mph ~ Protective Actions ~ Find shelter: Basement, hallway, bathroom, ditch ~ Listen to radio broadcasts § Tornado Watch ~ Conditions are right for development ~ Tornado Warning ~ Tornado has been spotted within 5 Nautical Miles, either visually or by radar Severe Weather § Thunderstorms and Lightning ~ Power outages, heavy rain, and high winds ~ Protective Actions ~ Stay indoors ~ Pull over until rain slows or stops 14 § Flash Floods ~ Occurs after heavy or constant rainfall ~ Protective Actions ~ Evacuate if possible; higher grounds ~ DO NOT DRIVE ~ Flood Insurance § Ice Storms ~ Freezing ground temperatures, physical damage, dangerous road conditions, black ice Weapons of Mass Destruction Terrorist Events § Oklahoma City Bombings April 19, 1995 § Khobar Towers Saudi Arabia June 25, 1996 § World Trade Center September 11, 2001 § London Subway Bombings August 2005 Improvised Explosive Devices (IEDs) § Suitcase bombs § Suicide bombers § Vehicle Based IEDs § Cell phone/radio activated devices Report Suspicious Packages § Notify Security Forces, Fire Dept or Command Post § Distance § Detailed description § Stay in the vicinity but a safe distance away 15 On/Off Base Shelters § On-base Shelters: Shelters may open on Shaw AFB for military personnel and their families. Anyone seeking shelter should contact command post or emergency operations center for shelter assignment. In the event of a mandatory evacuation shelters will not be available. § Off-base Shelters: Military personnel, civilian personnel, and their families may elect to seek shelter in designated off-base community hurricane shelters. Temporary Base Shelters § Base Fitness Center Bldg 806 § Carolina Skies Club Bldg 922 § Community Activities Center Bldg 1411 Hurricane Shelters ~ Sumter High School (M) ~ Furman Middle School (R) 2580 McCray’s Mill Road 3400 Bethel Church Road Sumter, SC Sumter, SC ~ Alice Drive Elementary (R) ~ Hillcrest Middle School (R) 251 Alice Drive 4355 Peach Orchard Road Sumter, SC Dalzell, SC ~ Alice Drive Middle School (R) ~ Ebenezer Middle School (R) 40 Miller Road 3440 Ebenezer Road Sumter, SC Sumter, SC ~ Mayewood Middle School (R) 4300 E. Brewington Rd Sumter, SC 16 M – Mandatory Shelter, will open when Governor declares mandatory coastal evacuation. R – Reserve Shelter, will open as needed at the discretion of the Sumter County EPD and the American Red Cross. POC: Sumter Red Cross 775-2363 Shelter in Place Shelter in Place literally means to shelter in the building you are in. The air outside may have chemicals that are potentially dangerous to your health. Or there is an incident happening outside that is potentially dangers to the well being of the individuals indoors. Some things you want to remember when sheltering in place are: § Have the location of the Shelter Room posted on your information board. § Don available protective equipment (when directed to) § Notify other personnel in the vicinity § Report any incident to the Fire Department or law enforcement/security desk if emergency response forces are not at the scene. § Turn off the building HVAC systems and exhaust fans § Perform self-aid and buddy care as needed § Close/lock all doors and windows BEPO is located in Bldg. 1992, Phone 895-3981 17 Fire Department § Report all emergencies by dialing 911 ~ Remain on line ~ Provide accurate information ~ Report all fires regardless of size even when extinguished or burned itself out. § Cell Phone ~ Cross jurisdiction § Emergency Phones § Misuse/Abuse ~ To call 911 for any purpose other than to report an emergency could result in criminal penalties. Each state has different penalties for 911 misuse, but in most cases, abuse can lead to jail time and stiff fines. Home Smoke Alarms Alarms Save lives! § Two-thirds of home fire deaths happen in home with no smoke alarms or in homes where smoke alarms were not working. § Fifty percent of fire where the smoke alarm did not operate, the batteries were removed or the smoke alarm was disconnected. § One in four smoke alarm failures are due to dead batteries. Maintaining Smoke Alarms § Always follow manufacture instructions § Test at least once a month § Smoke alarms with non-replaceable batteries are good for 10 years. § Replace batter annually/if chirping § Replace after 10 years 18 For more information, contact the Fire Prevention Office or go to www.nfpa.org/homesmokealarms Cooking Safety § Cooking is the leading cause of home fires and injuries. § The leading cause of cooking fires, unattended cooking. § Recipe for cooking safety ~ Watch what you heat ~ Always stay in the kitchen while preparing food. ~ If you have to leave the kitchen for even a short period, turn off the stove. § Don’t Drink and Fry ~ Never attempt to cook while under the influence alcohol or medication. § Keep it clean ~ Keep anything that can catch fire away from the stovetop. ~ Remove grease build up and food particles from oven and stovetop. Cooking Fires § If you have a cooking fire § Put a lid on grease fires. Smother the fire by sliding the lid over the pan and turn off the stovetop. Leave the pan covered until it is completely cooled. § For an oven fire turn off the heat and keep the door closed. § If you try to fight the fire, be sure others are getting out and you have a clear way out. § Just get out! When you leave, close the door behind you to help contain the fire. General Electrical Safety § Extension cords and surge protectors must be energized from a wall receptacle § “Daisy chaining” plugging one extension cord into another extension cords or surge protectors is prohibited 19 Appliances § Washer/Dryers § Don’t overload § Empty lint trap after each use Heat producing appliance § Cooking authorized only in areas where kitchen facilities are provided. Hot plates not authorized. § Space Heaters use is authorized only when the facility HVAC system cannot provide adequate heat. § Coffee makers must be kept free from combustibles. § Consult your facility manager for guidance Smoking, Open Burning & Fireworks § Smoking approved In designated areas. Discard smoking material in approved container. § Open burning and the use of Fireworks are prohibited (Exception: When approved by AHJ for special events) FIRE SAFETY TRAINING Using A Fire Extinguisher (PASS) § Extinguisher Training ~ Annual requirement ~ Provided upon request § System Training ~ Annual requirement for food service worker § Evacuation Drills ~ Annual requirement ~ Provided upon request (P)ull the pin (A)im at the base of the fire 20 (S)queeze the top handle or lever (S)weep from side to side Fire Extinguishers Maintaining Extinguishers § Readily accessible and unobstructed § FM must ensure visual inspected every 30 day § FM must Budget for purchase and maintenance § Provide annual, six year and 12 year maintenance § Maintain accountability and maintenance history Before attempting to extinguish a small fire § Evacuate the building § Dial 911 § Ensure Extinguisher is the right type & fully charged § Ensure an escape path is clear § You know when your are fighting a losing battle Facility Manager Responsibilities § Promote fire safety § Ensure fire extinguisher are serviceable § Be involved with inspection process § Inspect for fire hazards § Ensure occupants receive fire safety training. Familiarize personnel with fire alarm and fire suppression system § Submit Work Request 21 Base Legal Types of Legal Assistance Wills § Legal document that controls who is to receive your property after death (Good to have if married, have children § Designates executor/executrix § Designates guardian (if you have young children) § By appointment only: Tuesdays 1300 – 1500 (special appt available to deployers) Powers of Attorney & Notaries § POA - Legal document that permits another person to conduct business on your behalf § General POA vs. Special POA § Walk-in: Mon – Fri 0800-1600 Off-Duty Employment § Prior approval required (SQ CC & Legal office) § Complete AF Form 3902 § Approved unless off-duty employment: § Interferes with performance of duties § Discredits the armed forces § Poses security risks or conflicts of interest 22 Tax Center § Legal Assistance Web Site; https://aflegalassistance.law.af.mil § Articles, POA and Will Worksheets § Bring ticket number to legal office Military Spouses’ Residency Relief Act (MSRRA) § Keep Residency for Voting and Tax purposes § Can keep same state of residency as active duty spouse § Only if have an established residency § Cannot “reach back” to previous residency § Cannot pick any state Household Goods Claims § DD FM 1840/1840R (pink form) A MUST for reimbursement § Legible Forms § 70 Days to submit pink form § 9 months to file with carrier for full replacement value § 2 yrs to fill with AF Claims to depreciated value § Can be filed online at: https://claims.jag.af.mil/ Service Member Civil Relief Act § 6% interest rate cap on loans entered into prior to joining the military § Allows for lease obligations to be excused for military members when PCSing or Deploying for greater than 90 Days. § Bars default judgment for civil matters for military members who deploy. § nwww.aflegalassistance.law.af.mil Base Legal is located in Bldg. 1118, 2nd Floor, Phone 895-1560 23 Sexual Assault Prevention & Response The Sexual Assault Prevention and Response Office (SAPR) serves as DoD's single point of accountability on sexual assault matters. The SAPR program reinforces the Air Force's commitment to eliminate sexual assaults through awareness and prevention training, education, victim advocacy, response, reporting, and accountability. The Air Force promotes sensitive care and confidential reporting for victims of sexual assault and accountability for those who commit these crimes. The Sexual Assault Response Coordinator (SARC) can provide restricted or unrestricted reporting. For Restricted Reporting, the SARC is notified and provides confidentiality, Victim Advocate, Counseling Referral, Support through individual and systemic advocacy, and crisis intervention along with coordinated medical care. There is no Law Enforcement or Command Involvement for Restricted Reporting. Anyone can make an Unrestricted Report with a valid military identification. Air Force Office of Special Investigations (AFOSI) will initiate a case and conduct all necessary leads (follow normal reporting channels). For unrestricted reports, victims are entitled to Legal Assistance (SVC, VWAP) and Command Support at work and dorms, safety and support, and in controlling the rumor mill. Within the SAPR program is Volunteer Victim Advocates. To become a Victim Advocate, volunteers must receive a Victim Advocate Certification which includes recommendation and approved by their supervisor, completion of 40 hours of training, National Certification: DoD Sexual Assault Advocate Credentialing Program D-SAACP. If you are interested in becoming a victim advocate, contact your SARC. If you become a victim of sexual assault, call the SARC Hotline immediately at (803) 895-SARC (7272). If you tell someone within your chain of command, they are obligated to report the crime. 24 SARC is located in Bldg. 1118, Room #1031, Phone 895-1928 Inspector General (IG) § IG has an open door policy and is available to all Military, Spouses and Retirees. § Everyone has a right to address a complaint to the IG, however, it is not a substitute for the chain of command. Why use Chain of Command versus IG Command has the authority to take action, IG doesn’t. Therefore it is quicker and more efficient. IG Process When you come in with a complaint, we are going to analyze it: Who? Did What? When? In violation of What? § Determination whether to investigate, refer, assist, transfer or dismiss. § IG Investigates Reprisal, Restriction § 60 day rule Fraud, Waste and Abuse Installation “Hotline” 895-1100 § Fraud is an intentional deception to unlawfully deprive the Air Force the use of its resources or an individual securing benefits he or she is not entitled to § Waste is the extravagant, careless or needless use of gov’t property as a result of improper practices, systems, controls or decisions § Abuse is the intentional wrongful or improper use of gov’t property, personnel, i.e. misuse of rank, position, or authority IG is located in Bldg. 1118, Room # 1031A, Phone 895-2031 25 Equal Opportunity Purpose The purpose of the EO program is to support mission readiness by ensuring individuals are provided equal opportunity to fully use their abilities and talents towards mission accomplishment and by enhancing morale through fair and just treatment of people. Purview The Equal Opportunity office accepts complaints of sexual harassment and complaints of discrimination based on RACE, COLOR, RELIGION, SEX, NATIONAL ORIGIN, PHYSICAL & MENTAL DISABILITY (civilians only), AGE (civilians only), GENETIC NFORMATION (civilian only), PREGNANCY (civilians only), EQUAL PAY (civilians only). Military Complaints Members are encouraged to use the chain of command to identify and correct unlawful discriminatory practices. This includes processing and resolving complaints of unlawful discrimination and sexual harassment. The chain of command is responsible for creating an environment free from unlawful discrimination and sexual harassment. Two options are available: Informal: The individual may resolve the complaint on his/her own, request intervention from a co-worker, use the chain of command, or use Alternate Dispute Resolution (ADR). ADR is used to facilitate communications between the disputants and lead to the early resolution of informal cases. Formal: The complaint is filed by the offended party and looked into by the EO office. The complainant has 60 days from the time the alleged behavior occurred to file a formal complaint. The complainant must provide extenuating circumstances if they exceed this timeframe. 26 The EO office conducts a complaint clarification to determine whether a formal EO complaint is supported by a preponderance of the credible evidence. The complaint clarification process includes interviewing or taking statements from persons (complainant, witnesses, and alleged offender) who may have information relevant to the complaint and gathering data from records or reports. Civilian Complaints A federal employee or applicant who believes that s/he has been discriminated against on the basis of race, color, religion, sex, national origin, age (40 years or older), disability (mental or physical) or who believes that s/he has been subjected to harassment (sexual or non-sexual) or retaliated against for opposing discrimination or for participating in the complain process. These individuals can file an informal complaint of discrimination. The aggrieved must contact an EO Counselor within 45 calendar days from the alleged incident or when they became aware of the discrimination. (29 CFR 1614.105) This allows the EO Counselor to try and resolve the complaint at the lowest possible level. Informal: EO attempts to resolve complaint at the lowest level. The EO Specialist is a neutral party and is not an advocate to the complainant or to management. Attempts at resolution include the use of ADR, based on complainant remedies. The EO Counselor has 30 days to complete the informal process unless the complainant extends the time. If the EO Specialist cannot resolve the complaint at the informal stage, the complainant (aggrieved) has the right to file a formal complaint. The complaint must be filed in writing within 15 calendar days of the Notice of Right to File. 27 The complaint will be investigated by Investigative Resolution Division (IRD). The IRD investigates Equal Employment Opportunity (EEO) discrimination complaints for Department of Defense (DoD) agencies. They are conducted at the request of the agency after an EEO complaint has been filed with the agency. The investigative file is sent up to the Air Force Civilian Appellate Review Office (AFCARO) who will make a determination of whether or not discrimation has occurred. The formal EEO complaint process up to this point can take up to 180 days. Both the agency and the complainant have appeal rights on the decision and ultimately can file in U.S. District Court. 28 EO is located in Bldg. 1122, Room #106, Phone 895-1265 Forest City Privatized Housing What is Privatized Housing? § Privatized Housing is a government-business agreement providing market quality housing for Service Members and their families. It is owned, operated and managed similar to off-base community rental housing. § Privatization saves taxpayers money. Homes are built and owned by private business as part of an overall business model and absorbs all the overheard expenses the Air Force used to pay. § The project involves new construction of Military Family Housing units in a fraction of the time it would have taken the Air Force using traditional funding and construction methods. Why are we here? § To build 630 new homes § All homes will be at least 1,790 sq ft Who can live in privatized housing? § Active duty service members accompanied by family What does it cost to live on base? § Rent is your BAH at the with dependent rate § Rent is paid by allotment (which we automatically set up for you) § Rental payment includes utilities § $250 Pet Deposit (refundable upon no damages) ~ Breed Restrictions: Pitt Bulls, Rottweiler's, Chow Chows, Doberman Pinschers, Siberian Huskies, Perro de Pres Canario, and wolf hybrids To be placed on the waitlist § Provide a copy of your orders § If your dependents aren’t listed on your orders, provide proof of dependents 29 § Provide marriage license § Provide birth certificate § Complete the DD1746 Housing Application § Go through the Privatized Housing Briefing Reasons to live on base § Gated Community § Close to Commissary & Exchange § Pest Control Provided § Lawn Care Provided § Golf Course § Fitness Facility § Utilities Included § Base Community Center § Pet Friendly § Chapels § Base Bowling Alley § No Security Deposit § Vet Clinic § Community Website § Base Swimming Pool § Dog Park § 24 Hour Emergency Maintenance How does privatized housing work? § After being approved by the government side of the Air Force Housing Office, we will place you on the waitlist § If/when a home is available, we will contact you to schedule an appointment for you to view the home § If/when you accept the home, we will schedule a lease signing and you will provide us with a move in date § You will sign a rental lease agreement for 12 months and it includes provisions for release due to official military orders and other lease termination requirements § On the day of move in, a move in inspection will be conducted, discrepancies will be noted and any directions on maintenance and operation of the home will be given 30 Forest City Office is located on 369 Rhodes Avenue Shaw AFB, SC 29152 and can be contacted at (803) 666-2210 American Red Cross § Provides the following services to military members and families: ~ Classes at reduced rates § Infant Child CPR, Adult CPR, First Aid, Babysitting ~ Emergency Communication for immediate family members § Death, birth, health and welfare, illness ~ Blood Drives § Upcoming Events ~ Pre-Deployment briefings every Thursday ~ Right Start every two weeks ~ First Term Airman briefing every two weeks ~ 3rd Army orientation last Tuesday of the month ~ Deployed Spouses Dinner last Monday of the month § If there is an emergency, call 1-877-272-7337. Red Cross is located in Bldg. 1118, Room #1053, Phone 895-1251 31 32 33 34 Sumter History Sports Outdoor Recreation Scenic Beauty Arts & Entertainment Festivals & Events Shopping Dining Business Listings www.sumterchamber.com Chamber of Commerce is located at 32 E Calhoun Street, Sumter and phone (803) 775-1231. 35 Military Personnel Section Common Access Cards/ Defense Enrollment Eligibility Reporting System (DEERS) Please use one of the following to change your DEERS information: § Visit MPS Customer Service Section to update your current address or change your pin number § You can visit the DEERS Website to change address: https://www.dmdc.osd.mil/ mydodbenefits or call or call 1-800-538-9552 (Option #3) ** Failure to keep this information current may result in future denial of office visits, specialty care, laboratory, and pharmacy services. Additionally, inaccurate information can deny pending claims. Virtual Record of Emergency Data (VRed) § Required to be updated with your current LOCAL address § Log-on to Virtual MPF to change/located under “Record of Emergency Data” link. Official Passports § If you are returning from an overseas assignment (with dependents), please stop by the MPS Customer Service to cancel dependent passports. ** Active duty members are required to safeguard their official passport at all times. Military Personnel Contact Information Force Management: 895-1597 Evaluations: 895-1582 Enlisted/Officer Promotions: 895-1595 Relocations: 895-1585 Reenlistments: 895-1634 36 Hours of Operation: 0730-1600 Monday – Friday Wednesday closed @ 1300 for Training Military Personnel Section is located in Bldg. 1118 Finance MILITARY PAY ENTITLEMENTS § Military Pay Advance- You can request advance military pay up to 180 days from the date in-processed at the new duty station using AF Form 2560. If you are an E3 or below, you must complete Part I, itemize your PCS related expenses in Part II, and approved by your UNIT commander. E4 and above can receive one month base pay (minus deductions) without commander’s approval. More than one-month pay or more than 12 month repay for ALL ranks requires approval from the commander. § Basic Allowance for Housing (BAH) - BAH is based on Shaw AFB’s zip code, 29152, and not where you or your dependents reside. If not residing in the dorms, your authorized BAH rate will automatically readjust to Shaw’s rate upon completion of your voucher. All dorm residents will receive a partial rate BAH. § Basic Allowance for Subsistence (BAS) – BAS is used to offset meals for the service member. All married, and single members E5 and above, NOT residing in the dorms automatically receives full BAS upon arrival to Shaw and after completion of their travel voucher. Single members E4 and below will require a certified AF594 from the dorm manger authorizing BAS upon initial arrival. Anyone who stays in the dorms, regardless of how long, and decides to move off base, will need an AF220 signed by your Unit CC for BAS authorization. § Temporary Lodging Allowance (TLA) – *Overseas returnees* Your previous duty station’s Housing office is the approving authority for TLA. Claims must be filed prior to leaving your last PDS. TLA is placed into your paycheck and NOT paid to the GTC. You’re responsible to ensure the travel card gets paid. TRAVEL PAY ENTITLEMENTS § Dislocation Allowance (DLA) - DLA is payable to members who are relocating dependents and household goods in conjunction with a PCS move. DLA will be included with your travel voucher. Below are the qualifications to receive DLA: *Single E-5 and above members who will not occupy government quarters at the new PDS (Single E-4 and below, see finance for details) *Military-to-military couples—ranking member will receive single rate *If members have dependents, the with dependent rate will be paid to the member who has dependents listed on orders 37 *If both members are PCSing from two separate bases DLA is payable to both *If you are authorized DLA and do not receive it in advance, it will be paid to you when you file your settlement voucher at your new PDS § Other Ports- For overseas personnel arriving in CONUS, you are entitled to reimbursement for a one night stay at your port (the first place your plane lands.) Please be sure to keep your receipt and claim on your travel voucher. § POV Pick up- Many members pick up their POV at the port and drive to their next base. You are not authorized reimbursement for staying the night at the POV pickup point, unless it is in conjunction with your port of entry into the CONUS (i.e., Baltimore). You may also pick up your POV after arrival at your PDS and be reimbursed round trip TDY mileage only. (The current rate is $0.565 per mile, amount subject to change each year). § Driving to your PDS- The rate payable to drive is $0.24 per mile with a maximum of 2 vehicles. Per Diem is paid at a rate of $123 per day for the member, $92.25 for the spouse and children 12 & up, and $61.50 for children under 12. If a rental vehicle is used, the actual cost of the vehicle is not reimbursable. The rental vehicle will be treated as a POV and mileage and per diem will be paid. § Proceed Days- If you are returning from an unaccompanied overseas tour, you are authorized four days of proceed time (non-chargeable leave) in conjunction with your PCS, which will be calculated on your travel voucher. § Temporary Lodging Expense (TLE) - Temporary Lodging Expense is authorized for a maximum of 10 days. Days can be split between losing PDS and gaining PDS if PCSing from a CONUS location to Shaw AFB. § Government Travel Card- GTC Split disbursement of the full balance is mandatory if the travel card is used in conjunction with your PCS or TLE. If the travel office charges airfare to your government card, please make sure to turn-in the receipt so that you can file it with your travel voucher. Also, make sure you include the agent fee. *Travel vouchers normally take 2 weeks for deposit* *Due to finance suspense’s with cut-off dates, a debt may occur, so view your LES for any ADVANCE DEBT that may appear* 38 Finance is located in Bldg. 1118, Phone 895-1529 [email protected] Base Chapel Shaw Chapel Singles (SCS) Focused on single, college age through young career Airmen, SCS promotes relationships, networking, and spiritual growth. Activities include dorm dinners, regularly scheduled retreats, service projects and trips to various regional activities. Under the guidance of the SCS Chaplain, SCS is staffed and led by Airmen with a heart for ministry to their fellow Airmen. Deployed/Remote Family & Welcome Home Dinner 4th Monday, 1800 – Carolina Skies Club. All family members of deployed/remote service members, and all who recently returned/reunited from deployment are invited for a great time of encouragement, eating, and fellowship. Best thing – it’s absolutely free! Protestant Community The Protestant Community offers a consolidated weekend worship experience focus on a blended music style. Worship The Protestant Community offers a consolidated weekend worship experience focus on a blended music style. The 1100 Praise Worship Service on Sundays is specifically geared to Airmen desiring an upbeat, celebrative worship experience. Protestant Men of the Chapel (PMOC) PMOC has a two-fold focus on spiritual growth through issue-specific Bible study and service to base community. There are many outreach ministries and fellowship opportunities. Protestant Women of the Chapel (PWOC) PWOC emphasizes building women of faith through themed Bible studies and rewarding fellowship opportunities. 39 Marriage Preparation Marriage is a solemn covenant and requires dedicated preparation. Couples requesting premarital instruction must contact a Protestant Chaplain a minimum of 3 months prior to their planned wedding date. Use of chapel facilities for weddings is authorized for all DoD ID holders and must be requested at least 6 months in advance. Baptism Baptism is a significant step in the journey of faith. Our diverse staff of Protestant Chaplains offers baptismal preparation and baptism for infants as well as adults. If you or a family member is interested in experiencing the rite/ordinance of baptism, please contact the chapel and ask to speak with a Protestant chaplain. Religious Education (RE) The Protestant Community offers a wide variety of RE experiences from short term, issues focused Bibles studies for Men, Women, and Couples to Sunday Children’s Church. Contact the chapel for the latest schedule of classes and programs. Catholic Community Worship Catholic Mass is offered on Sunday at 0900 and 1700. Daily Mass is at 1130, Monday –Thursday. Confession is available Sunday 0815 or by appointment. Check the bulletin or the Shaw Chapel WEB site for Holy Day or other scheduled Seasonal prayer services and events. Baptismal Preparation Baptism is the first Sacrament of Christian initiation. Preparation is essential. Parents and Godparents must attend a Baptismal preparation class before having their child baptized. Classes are held on the 1st Wednesday of every month at 1300. 40 Marriage Preparation Marriage is a sacrament by which a man and a women enter into a sacred covenant blessed by God. Couples planning a marriage must contact the Catholic Chaplain 6 months prior to the wedding. This allows sufficient time for preparation. Catholic couples who are civilly married should also contact the Catholic Chaplain to have their marriage blessed. Religious Education (RE) RE is for children in grades K-9th grade. Classes are held at 1030 Sunday morning at the Education Center from September to May. There is a Sunday afternoon youth group for those in high school. At the 0900 Mass we also offer children’s Liturgy of the Word for those 6 and under. Rite of Christian Initiate of Adults (RCIA) The RCIA is to prepare adults who are interested in becoming members of the Catholic Church. Primarily for those who are not baptized, it can assist baptized non-Catholics and returning Catholics in learning about Catholicism. Meetings are on Wednesday nights from August to May. Other Worship/Faith Opportunities (Call for referrals) Jewish (803) 773-2122 Islam (803) 469-5478 Buddhist (803) 254-7242 www.shawchapel.org Shaw Chapel is located in Bldg. 912, phone 895-1106 41 School Liaison Officer (SLO) Mission is to eliminate barriers and build bridges for the academic success of military children § The School Liaison Officer (SLO) at Shaw AFB is available to assist military families with all of their K-12 educational needs. The SLO helps military parents/guardians advocate for the educational needs of their children and assist them with information about local schools districts as well as school information at the next assignment. The SLO also help parents/guardians discover available educational options (public, private and home school support). § The School Liaison Officer provides seminars and briefings to military families about Military Child educational issues, and ensures school personnel (teachers, counselors, and school administrators) are aware of the unique issues impacting military children. The SLO serves as an intermediary to help parents/guardians resolve issues at the lowest level possible. § Help school/community understand the challenges of military families ~ Transition ~ Deployments ~ Help family discover educational options ~ Public ~ Private ~ Home School ~ Assist parents in advocating for the child - Serve as Intermediary 42 New Student Registration Note: According to South Carolina Law, school-aged children must be transferred / enrolled in school within 10 days! § If the last school attended was out of state, please provide the school’s name, telephone number and address. § Bring the following documents to the school at the time of registration: Student’s Birth Certificate, Immunization records - Completed S.C. Immunization Form (DHEC 1125) Parents can obtain DHEC 1125 from the Health Department, Shaw AFB Immunization Clinic or from their family doctor, Child’s Social Security card, and Proof of physical examination. § In addition, most schools require proof of residence and other information prior to registration. The district recommends that parents of children transferring from another school district also bring the child's latest report card. § For specific information, contact the local district office. All children are required to be immunized against diphtheria, tetanus, chicken pox, whooping cough, polio, mumps, red and German measles, and hepatitis. § Children transferring from an out-of-state school must have their health certificate information on a South Carolina form, according to state law. Parents must take out-of-state certificates to a doctor or clinic in South Carolina to inquire what previous information is transferable to the South Carolina form. § Children who will be five years old on or before 1 September must register for Kindergarten. Children who will be four years old on or before 1 September may be eligible for half-day pre-school. Contact the school in your attendance zone for available slots and requirements for eligibility to attend. SLO is located in Bldg. 1118, Room # 2159, Phone 895-1358 43 Exceptional Family Member Program—Family Support (EFMP-FS) An exceptional family member is defined as an authorized family member residing with the sponsor who may require special medical or educational services based on a diagnosed physical, intellectual or emotional handicap. An authorized family member may be a spouse, child, stepchild, adopted child, foster child or dependent parent and disabilities may range from mild to severe. Within the EFMP Program, there is a three part collaborative effort that takes place. There is the personnel function in which Family Advocacy in collaboration with the Military Personnel System identifies family members with special needs, documents the services they require and considers those needs when making personnel assignment. It also refers the personnel to medical commands, and the DoD educational system. Additionally, there is the support function in which Airman & Family Readiness coordinates on and off base community services and support groups for EFMP families. 44 EFMP-FS is located in A&FRC, Bldg. 1127, Phone 895-1252 Adult MFLC is located in Bldg. 1127, Phone (803) 465-7291 Child MFLC is located at CDC, Bldg. 2444, Phone (803) 465-7286 45 Airman & Family Readiness Center (A&FRC) § The Airman and Family Readiness Center is located in Bldg 1127, across from SAFE Credit Union and Wells Fargo Bank. Our hours of operation are 0730-1630, Monday through Friday; phone number, (803) 895-1252/1253. § The Air Force Spouse’s Orientation program (Heart Link); an orientation for spouses new to the Air Force lifestyle and is hosted by the Shaw Integrated Delivery System (IDS), held quarterly at the Airman and Family Readiness Center. The program is offered in a casual setting with gifts, prizes and a FREE LUNCH for all participants. Free child care assistance is also available upon request. Call the AFRC at 895-1252 to register. § Child Care for PCS program: is available to active duty Air Force families in the process of a PCS move, paid by the Air Force Aid Society. The program Provides parents with the opportunity to have their children taken care of while they are preparing to leave a base or arriving at a base. Active duty Air Force Personnel with PCS orders are authorized 20 hours of care per child. Care must be provided in a certified Family Child Care home on base. Certificates to utilize the program are issued at the Airman and Family Readiness Center. § Loan Locker: If your household goods have not arrived, our Loan Locker contains items such as dishes, pots, and pans toasters, futons and more, which is available for checkout. Hours of operation; Monday – Friday, 0730-1630; please bring a copy of your orders. § Computers are available in your Discovery Center, located inside the AFRC, if you need to check or send an email, use the internet, or do word processing. This service is available to ALL Department of Defense personnel and their families. § Spouse Employment assistance is available for civilian spouses seeking work outside the home. Resume assistance, and job search workshops are offered monthly in addition to one-on-one employment assistance. 46 § The Sumter County Convention & Visitors Bureau- the AFRC maintains community information on activities and services to include; housing, schools, employment, recreation activities, maps. Information is also available on the local surrounding areas including Columbia, Charleston, and Myrtle Beach. § English as a Second Language; assistance is available at Fort Jackson; call 803-751-1124 for more information, and for an appointment. § Immigration Assistance; is available at Fort Jackson Army Community Services (ACS) by appointment only. Also Army Emergency Relief (AER) will assist with Immigration fees. § A Successful Move; household goods, keep a calendar of events and take other necessary actions to ensure a successful move. Please be sure to visit Military Home Front, which includes Plan My Move and other valuable information. MyArmyLife2.com -- Visit www.myarmylife2.com. to discover a lot of information that will make your transition smoother. A&FRC is located in Bldg. 1127, Phone 895-1252 47 Medical Group Table of Contents Patient Policies Eligibility for Health Care 50 DEERS 50 Appearance and Behavior 51 Smoking Policy 51 Medical Records 51 Third Party Collection Program 52 No Show Appointments 53 Late Show Appointments 54 Patient Information 54 Patient Appointments 54 TRICARE Online 54 TRICARE Service Center 55 Referrals TRICARE Dental Program 55 55 Beneficiary Counseling/Claims Assistance 56 Advance Directives 56 MiCare 56 Customer Assistance/Concerns 48 50 57 Patient Advocate Program Ethics Hearings 57 57 Patient Rights and Responsibilities 58 Patient Rights 58 Patient Responsibilities 59 Privacy Rights/HIPAA 59 Clinical Services and Programs 60 Ambulance Services 60 Medical In-processing 60 Patient Center Medical Home 61 Family Health Clinic 61 Pediatric Clinic 62 Women’s Health Clinic 62 Mental Health Clinic and Family Advocacy 63 Exceptional Family Member Program 63 Physical Therapy 64 Immunizations 64 Aerospace Medicine 64 Flight Medicine Flight 64 Health Promotion Flight - Health and Wellness Center (HAWC) 65 65 Public Health Flight (occupational health) 66 Optometry Services Element 66 Bioenvironmental Engineering Flight 66 Aerospace Physiology Flight 67 Dental Services 67 Ancillary and Support Services 68 Laboratory 38 Diagnostic Imaging/Radiology Services (X-Ray) 68 Pharmacy 69 Volunteers 70 Performance Improvement, Patient Safety 71 Accreditation Association for Ambulatory Health Care (AAAHC) 71 What are Medical Errors? 72 20 Tips to Help Prevent Errors 73 Web Resources 77 49 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 valid 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. 50 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. 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 environment. 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 51 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. 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 covers you, we need you to provide your policy number and any other related 52 information. 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. Patients arriving past the start time of the appointment will be considered a “noshow” 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 business 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. 53 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 accommodate 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. 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. 54 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, MondayFriday 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 1-800-4445445, or visit the Shaw AFB TRICARE Service Center/Managed Care Office. 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 55 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 (1-855-6388372, toll-free) or at http://mybenefits.metlife.com/tricare. Beneficiary Counseling and Claims Assistance (BCAC) and Debt Collection Assistance 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) 8956228 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. MiCare MiCare is the military’s secure messaging internet service allowing patients and the 20 MDG healthcare staff to communicate in a safe secure method. The benefits of using MiCare include: avoiding unnecessary office visit and telephone calls, communication with healthcare team about non-urgent symptoms on your schedule, ability to receive tests and lab results at your convenience, request an nonurgent appointment at anytime, renew medication, and the ability to access patient education material. To sign up for MiCare, please contact a staff member or visit https://app.relayhealth.com/registration.aspx. 56 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 accountability. 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 57 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. PATIENT’S RIGHTS AND RESPONSIBILITIES Patient Rights As a Patient, You have the Right to: Receive emergency care without preauthorization where and when acute symptoms are so severe that a “sensible layperson” would want emergency care to prevent 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 benefits 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 regulation. Review and obtain a copy of your own medical records through the release of information 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 understanding your provider’s education and training and selecting a Primary Care Manager. Review publicly-reported MTF quality measures; please 58 view MTF slide presentation in main patient waiting area. 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 condition, 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/HIPPA 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: 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. 59 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 60 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. 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. 61 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. Women’s Health Clinic The Women’s Health Clinic is co-located within the Family Health Clinic and provides a variety of gynecological services to female patients assigned to the 20th Medical Group. Gynecological services include all active duty pap smears (no referral needed), space available dependent spouse pap smears, abnormal pap followup and treatment, specialized gynecological problems, limited procedures, family planning and individualized patient counseling and education. Patients with gynecological concerns are seen on a referral only/case-by-case basis, based on the nature 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. 62 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 violence. 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. 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. 63 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. Additionally, certain AD and civilian employees in the Occupational Health program are seen for their annual assessment. All medical needs of personnel on flight 64 or special operator status must be coordinated through the Flight Medicine 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. 65 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. 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 postoperatively. 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), option1, 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 66 engineering and the sciences to assist commanders in employing risk manage- 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. 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. 67 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 attempt 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. 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 68 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 prescription 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 formulary 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 pharmacy 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. 69 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 70 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. ACCREDITATION ASSOCIATION FOR AMBULATORY HEALTH CARE (AAAHC) AAAHC has committed to its mission to remain the preeminent leader in developing standards to advance and promote patient safety, quality, value and measurement 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: [email protected] Web: www.aaahc.org 71 WHAT ARE MEDICAL ERRORS? Medical errors are one of the nation’s leading causes of death and injury. Government agencies, purchasers of group health care and health care providers are working 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 72 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 supplements 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. 73 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. 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 74 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 explain 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. Surgery 13. If you are having surgery, make sure that you, your provider and your surgeon 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. 75 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 76 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 77 78 HELPFUL INFORMATION Telephone Access Commercial Phone 803-895-XXXX Commercial Base Operator: 803-895-1110 DSN PHONE: 312-965-XXXX DSN Base Operator: 312-965-1110 Telephone Access from Shaw AFB DSN Dial 94 and the DSN number Commercial Phone: 99 and the commercial number Motor Vehicles Registration & Licensing Requirements § South Carolina State law requires you to have sufficient liability insurance and a valid driver’s license in order to operate a vehicle. The term “vehicle” generally includes automobiles, motorcycles, vans, trailers and boats regularly parked or garaged overnight. Further, your vehicle must be properly registered. Even though you are in the Military, you may be required to register your vehicle in-state and obtain an in-state license within a few months of moving. § Access complete information on insurance, driver’s licensing, and where and how to register your vehicle by visiting the State Department of Motor Vehicles website. Vehicle Registration § A valid automobile registration issued by the member's home state is recognized by South Carolina with certain limitations. A service member who is not a resident of South Carolina generally will not be required to pay personal property tax on any vehicle located within this state. § If a non-resident desires to register a vehicle in South Carolina, the individual must prove their nonresident status by presenting a copy of their leave and earnings statement to the Sumter County Treasurers Office. The vehicle must be 80 registered in the member's name only to qualify for the exemption status. § A vehicle registered in both the member's and spouses name is subject to onehalf the required taxes unless both are military and neither a resident of South Carolina. The vehicle must be registered in the member's name only to be tax exempt. If registered solely in the family member's name, it is taxable. Driver's License § South Carolina law allows non residents who have a valid driver's license from the home state to drive in South Carolina with this license as long as they maintain permanent residence in their home state. § Overseas registration and driver's license: If a service members comes from overseas and has registration and driver's license from overseas, South Carolina will allow the member reasonable time to obtain either South Carolina registration and driver's license or the same from the home state. The service member should take care of the matter as soon as possible after reporting to Shaw. 81 QUICK REFERENCES HEALTH & WELLNESS CENTER (HAWC) 895-1216 AIRMAN & FAMILY READINESS CENTER 895-1252 AIR FORCE AID 895-1252 (After Duty Hours, contact the Command Post) 895-5850 SCHOOL LIAISON 895-1358 ADULT MILITARY FAMILY LIFE CONSULTANT (803) 465-7291 CHILD MILITARY FAMILY LIFE CONSULTANT (803) 465-7286 SEXUAL ASSAULT PREVENTION & RESPONSE (SAPR) 895-1928 SAPR (24/7 Reporting Number) SECURITY FORCES SQUADRON (Desk Sgt) Security Forces, Fire, Ambulance (EMERGENCY) VICTIM WITNESS ADVOCATE (24/7 Reporting Number) 895-7272 895-3669 911 895-6593 (803) 720-2131 CHAPLAIN 895-1106 EQUAL OPPORTUNITY 895-1265 DRUG DEMAND REDUCTION 895-6316/6310 ALCOHOL & DRUG ABUSE TREATMENT (ADAPT) 895-6199 FAMILY CHILD CARE 895-1212 YOUTH SERVICES 895-2251 AMERICAN RED CROSS 1-877-272-7337 MILITARY ONE SOURCE 1-800-342-9647 82 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 IMPORTANT NOTES ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ Air Force members and their families….. Our Greatest Asset! Shaw Air Force Base South Carolina Compliments of your Integrated Delivery System (IDS) Team Updated 8 October 2013
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