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Veterans Crisis LineSupport is available 24/7If you or someone you know is in emotional crisis, PLEASE call the VeteransCrisis Line988or1-800-273-TALK (8255)Press 1 for Veterans. Someone who can help you will answer right away.Veterans Crisis Text is available by texting 838255You can also chat anonymously with a counselor in real time, online at:www.veteranscrisisline.netWho should call? Anyone needing support through a mental health crisisFamily and friends who are concerned about a loved oneAny Veteran interested in mental health treatment and service referralsReasons to call: Experiencing any mental health crisisHopelessnessSuicidal thoughtsRelationship problemsEconomic problemsSubstance abuse, addiction Experiencing nightmares or flashbacksPhysical illness and chronic painInformation on mental health or illnessVictim of abuse or violenceSexual orientation issuesTo help a friend or a loved oneWays you can get help: Contact the Crisis Line and ask for a referral to your VAGo to your local VA Mental Health ClinicGo to the nearest Emergency DepartmentGo to the VA Emergency DepartmentCall 911For more information about resources for mental health crisis please contact the local SuicidePrevention Team at 813-972-2000 x6617. This number is not staffed at all times, but it allowsyou to leave messages. Use 911 or the Veterans Crisis Line for emergency calls (988).
Table of ContentsOur Mission, Vision and Values . 1VA Core Values . 2Your Rights and Responsibilities . 3Resolving Concerns and Complaints . 6Enrollment and Eligibility . 7Checklist for New Enrollees to VA Health Care .8Helpful Tips for Appointments . 9Visit Reminders .11Primary Care . 12Your PACT Team . 13Medically Related Travel Benefits . 14Women’s Health Care . 15Post Deployment & Transition Care Management Teams . 16Pharmacy / Prescriptions . 17Emergency Care . 18Non-VA Emergency Care . 19Animals in the Medical Center and Clinics . 20Gift Policy . 20Burial Benefits . 20Organ Donations. 20If You Are Admitted to the Hospital . 21Specialty Clinics . 22Patient Parking . 23Whole Health .24For Your Safety . 25COVID-19 (Coronavirus) Information .26Disaster Plan . 27Primary Care Annex (PCA) . 30Lakeland Community Based Outpatient Clinic (CBOC) . 30Lecanto Community Based Outpatient Clinic (CBOC) . 30New Port Richey Outpatient Clinic (OPC) . 31South Hillsborough Outpatient Clinic (SOHI) . 31Zephyrhills Community Based Outpatient Clinic (CBOC) . 32VA Services, Locations & Phone Numbers . 33Useful Websites . 43Index .44
WelcomeDear Fellow Veteran,Welcome to James A. Haley Veterans’ Hospital and Clinics. Morethan 6,400 employees stand ready to provide the highest qualityhealth care available to you and all the Veterans we are privileged toserve. We are continuously improving the services we provide ourVeterans. We make patient safety our top priority to be a HighReliability Organization.Please participate in our Whole Health Program. It is designed toassist Veterans and their families live their best lives. The WholeHealth Program provides complementary and alternative treatments,such as yoga, tai chi, mindfulness and acupuncture. We are here foryou.This handbook contains information about the medical center and theservices our staff provide for you and your family. Your input isimportant to us, so please complete any surveys you may receive, orcontact your health care provider or other staff member if you haveany questions or suggestions on how we can improve these services.David K. DunningExecutive DirectorJames A. Haley Veterans’ Hospital and Clinics
Our Mission, Vision and ValuesMissionHonor America's Veterans by providing exceptional health care that improves theirhealth and well-being.VisionAt James A. Haley Veterans’ Hospital and Clinics our vision is to honor those we serveby providing 5-star primary to quaternary health care.Core Characteristics Trustworthy: VA earns the trust of those it serves - every day - through the actionsof all employees. They provide care, benefits, and services with compassion,dependability, effectiveness, and transparency.Accessible: VA engages and welcomes Veterans and other beneficiaries, facilitatingtheir use of the entire array of its services. Each interaction will be positive andproductive.Quality: VA provides the highest standard of care and services to Veterans andbeneficiaries while managing the cost of its programs and being efficient stewards ofall resources entrusted to it by the American peopleInnovative: VA prizes curiosity and initiative, encourages creative contributionsfrom all employees, seeks continuous improvement, and adapts to remain at theforefront in knowledge, proficiency, and capability to deliver the highest standard ofcare and services to all the people it servesAgile: VA anticipates and adapts quickly to current challenges and newrequirements by continuously assessing the environment in which it operates anddevising solutions to better serve Veterans, other beneficiaries, and Service membersIntegrated: VA links care and services across the Department; other federal, state,and local agencies; partners; and Veterans Services Organizations to provide usefuland understandable programs to Veterans and other beneficiariesFor more information:www.va.gov1
VA Core ValuesBecause I CARE I will IntegrityAct with high moral principle. Adhere to the highest professional standards. Maintainthe trust and confidence of all with whom I engage.CommitmentWork diligently to serve Veterans and other beneficiaries. Be driven by an earnest beliefin VA’s mission. Fulfill my individual responsibilities and organizationalresponsibilities.AdvocacyBe truly Veteran-centric by identifying, fully considering, and appropriately advancingthe interests of Veterans and other beneficiaries.RespectTreat all those I serve and with whom I work with dignity and respect. Show respect toearn it.ExcellenceStrive for the highest quality and continuous improvement. Be thoughtful and decisivein leadership, accountable for my actions, willing to admit mistakes, and rigorous incorrecting them.For more information: http://www.va.gov/icare/Because we seek Veterans’ input about their care at James A. Haley Veterans’ Hospital &Clinics (JAHVH), the Veteran and Family Advisory Council (VFAC) was formed tostrengthen communication among Veterans, families, and staff. The council helps findways to improve safety, satisfaction, and quality of care from the Veteran and familyviewpoints. For more information contact the Patient Advocate Office (see number inphone listing in the end of this book).You Served the U.S. Now Let Us Serve You!Take the Survey!Veterans, we need your feedback! If you receive a customer satisfaction survey in themail or email, please take a few minutes to complete and return it. We appreciate yourinput and use your feedback to make improvements. Your opinion counts!2
Your Rights and ResponsibilitiesVeterans Health Administration (VHA)is pleased you have selected us to provideyour health care. We will provide you withpersonalized, patient-driven, compassionate,state-of-the-art care. Our goal is to makeyour experience as positive and pleasant aswe can. As part of our service to you, toother Veterans and to the Nation, we arecommitted to improving health care quality.We also train future health careprofessionals, conduct research, and supportour country in times of national emergency.In all these activities, our employees willrespect and support your rights as a patientor resident of a community living center(CLC). Your basic rights and responsibilitiesare outlined in this document. You willreceive this information in your preferredlanguage. Please talk with the VA treatmentteam members who are providing your careor to a Patient Advocate if you have anyquestions or would like more informationabout your rights and responsibilities.1. Nondiscrimination and RespectYou will be treated with dignity,compassion, and respect as an individual.Consistent with Federal law, VA policy, andaccreditation standards of The JointCommission, you will not be subject todiscrimination for any reason, including forreasons of age, race, ethnicity, religion,culture, language, physical or mentaldisability, socioeconomic status, sex, sexualorientation, or gender identity or expression.You will receive care in a safeenvironment free from excess noise, andwith sufficient light to ensure comfort andsafety.You have a right to have access to theoutdoors.We will seek to honor your cultural andpersonal values, beliefs, and preferences.We ask that you identify any cultural,religious, or spiritual beliefs or practices thatinfluence your care.You or someone you choose has theright to keep and spend your money. Youhave the right to receive an accounting ofany funds that VA is holding for you.We will respect your personal freedomsin the care and treatment we provide you.This includes trying to accommodate yournormal sleep and wake cycles, food likesand dislikes, and other personal preferences.In the Community Living Center, youhave the right to be free from chemical andphysical restraints. In the inpatient acutecare setting, and only in rare cases, the useof chemical and physical restraints may beused if all other efforts to keep you or othersfree from harm have not worked.In the Community Living Center, youmay keep personal items and are expected towear your own clothes. As an inpatient, youmay wear your own clothes depending onyour medical condition.You have the right to keep and usepersonal items, as long as they are safe andlegal.You have the right to social interactionand regular exercise. You will have theopportunity for religious worship andspiritual support. You may decide whetherto participate in these activities. You maydecide whether or not to perform tasks in orfor the Medical Center or in the CommunityLiving Center.You have the right to communicatefreely and privately. You will have access topublic telephones and VA will assist you insending and receiving mail. You mayparticipate in civic rights, such as voting andfree speech.When a loved one is involved in supportand care of a VA patient or CLC resident,VA considers a patient or CLC resident’sfamily to include anyone related to thepatient or CLC resident in any way (forexample, biologically or legally) and anyonewhom the patient or CLC resident considersto be family. If you are an inpatient, anypersons you choose can be with you to3
support you during your stay. Medical staffmay restrict visitors for inpatients if medicalor safety concerns require it. You will betold promptly about any visitor restrictionand the reason for it.In order to provide a safe treatmentenvironment for all patients or CLCresidents and staff, you and your visitors areexpected to avoid unsafe acts that placeothers at risk for accidents or injuries. Pleaseimmediately report any condition youbelieve to be unsafe.2. Health Information and PrivacyYour privacy will be protected.You will be given information about thehealth benefits you can receive. Theinformation will be provided in a way youcan understand.You will receive information about thecosts of your care (for example, copayments), if any, before you are treated.You are responsible for paying your portionof any costs associated with your care.Your health record will be keptconfidential. Information about you will notbe released without your authorizationunless permitted by law (an example of thisis State public health reporting). You havethe right to have access to or request a copyof your own health records.Please respect the privacy of otherpatients and CLC residents and do not revealtheir health information that you mayoverhear or otherwise become aware of.3. Partnering in CareYou have a right to express yourpreferences concerning future medical carein an advance directive, includingdesignating a health care agent to makehealth care decisions on your behalf whenyou can no longer do so.You, and any person(s) you choose, willbe involved in all decisions about your care.You will be given information you canunderstand about the benefits and risks oftreatment in your preferred language. Youwill be given other options. You can agreeJames A. Haley Veterans’ Hospital and Clinicsto or refuse any treatment. You will be toldwhat is likely to happen to you if you refusea treatment. Refusing a treatment will notaffect your rights to future care but you takeresponsibility for the impact this decisionmay have on your health.Tell your provider about your currentcondition, medicines (including over-thecounter and herbals), and medical history.Also, share any other information thataffects your health. You should askquestions when you do not understandsomething about your care. This will help usprovide you the best care possible.You will be given, in writing, the nameand title of the provider in charge of yourcare. You have the right to be involved inchoosing your provider. You also have theright to know the names and titles of thosewho provide you care. This includesstudents and other trainees. Providers willproperly introduce themselves when theytake part in your care.You will be educated about your roleand responsibilities as a patient or CLCresident. This includes your participation indecision making and care at the end of life.If you believe you cannot follow thetreatment plan; you have a responsibility totell your provider or treatment team.You will be informed of all outcomes ofyour care, including any possible injuriesassociated with your care. You will beinformed about how to requestcompensation and other remedies for anyserious injuries.You have the right to have your painassessed and to receive treatment to manageyour pain. You and your treatment team willdevelop a pain management plan together.You are expected to help the treatment teamby telling them if you have pain and if thetreatment is working.As an inpatient or CLC resident, youwill be provided any transportationnecessary for your treatment plan.You have the right to choose whether ornot you will participate in any researchproject. Any research will be clearly4
identified. Potential risks of the research willbe identified and there will be no pressureon you to participate.You will be included in resolving anyethical issues about your care. If you haveethical issues or concerns, you may speakwith the Medical Center’s EthicsConsultation Service for help.4. Concerns or ComplaintsYou are encouraged and expected toseek help from your treatment team or apatient advocate if you have problems orcomplaints. Any privacy complaints will beaddressed by the facility Privacy Officer.You will be given understandableinformation about the complaint process inyour preferred language. You may complainverbally or in writing, without fear ofretaliation.If you believe that you or your familymember has been neglected, abused orexploited by VA staff, please report thispromptly to the treatment team or patientadvocate. You will receive helpimmediately.If you believe the organization has failedto address or satisfy your concerns abouthealth care quality and safety; you maycontact the Joint Commission’s Office ofQuality Monitoring at 1-800-994-6610. Ifyou believe that the organization has failedto address your concerns about suspectedcriminal activities, fraud, waste, abuse, ormismanagement, you may contact the VAOffice of the Inspector General at 1-800488-8244 or email vaoighotline@VA.gov.You have the right to receive care from thesame staff member every day to the extentthat consistent assignment is possible.You may have visitors at any time of theday or night provided visitors are respectfulof you, your need for privacy and theprivacy of others. You may refuse visitors atany time.You have a right to conjugal visits, andyou have a right to privacy during thosevisits.Your care will be delivered in a settingthat resembles home. Therefore, you will beinvited to have your meals in a designateddining area, and you will have access tothose activities that contribute to meaningfuluse of time.In preparation for being discharged toyour own home, you and or your care givermay be invited to participate in activitiesthat prepare you to go home such as selfadministration of medications andtreatments.You and your care givers have a right toattend treatment planning meetings andparticipate in household or resident council.Department of Veterans AffairsOct. 20205. Additional Rights and Responsibilities ofCommunity Living Center ResidentsBecause the CLC serves as your homefor short or long-stay services, you have thefollowing additional rights andresponsibilities as a CLC resident:Staff will knock on your bedroom doorprior to entry.James A. Haley Veterans’ Hospital and Clinics5
We Value Your Privacy, Help Us Protect ItHIPAA gives you control over your medical records. The highlights include thefollowing: We will tell you how we use your personal health information (Notice of PrivacyPractices). You can review and request changes to your information. You have a choice to be included in the patient directory if you are staying in thehospital. Staff members have access to only the information they need to know in order to dotheir jobs. We will inform you of the complaint process if you have concerns.When you provide your health insurance information, we can submit medical claims toyour insurance company to be reimbursed for your non-service connected (NSC) visits.Resolving Concerns and ComplaintsSteps to Solve Your Concerns: Share your concern with a member of your Treatment TeamIf your concern is not addressed to your satisfaction, ask to speak with a Supervisor orCustomer Service LiaisonIf the concern is still not resolved, a Section or Service Chief will be notifiedThe Patient Advocate is available to address concerns with the Patient, family andappropriate staff if necessaryPatient AdvocatesJames A. Haley Veterans' Hospital has highly skilled Patient Advocates who are eager tohelp you with your concern in a timely manner. The Patient Advocates: Serve as liaisons between patients and the medical center Administration Act on the patient's behalf Help patients understand their rights and responsibilities.James A. Haley Veterans’ Hospital and Clinics is constantly striving to enhance yourexperience and the Veterans Experience Officer can help. Please share any thoughts orsuggestions with Mr. Lynch who also oversees Concierges /Red Coat Ambassadors at ourmain campus. These programs are supported by Volunteers who donate their time tosupport your experience at JAHVH.The Joint Commission on Accreditation of Healthcare OrganizationsThe Joint Commission addresses all complaints that pertain to patient safety or quality ofcare issues within the scope of their standards. The Joint Commission encourages you tofirst bring your complaint to the attention of the health care organization's leaders. If thisdoes not lead to resolution, you can bring your complaint to them for review. Forinformation on how to contact The Joint Commission, please contact the office of thePatient Advocate (see phone number in the back of this booklet). You may alsovisit www.jointcommission.org or email complaint@jointcommission.org.
Enrollment and EligibilityVA is required to determine eligibility for benefits. It is important to provide the intakestaff with accurate demographic, medical insurance, previous year’s income, DD214 andany other military data that will assist in your eligibility determination. For informationabout Federal Benefits for Veterans, Dependents and Survivors, visitwww.va.gov/opa/publications/benefits book.asp.There are several ways a Veteran can apply for health care benefits. Veterans can applyby using the Online Health Care Application at www.va.gov/health-care. Veterans canenroll over the phone by contacting the Health Eligibility Center (Live Enrollment)1-877-222-VETS (8387). Veterans can mail a VA Form 10-10ez to include their DD 214Discharge papers to their local VA.Most Veterans who are already enrolled in the system are no longer required to submittheir income information. However, an updated VA Form 10-10EZR can be used todetermine proper program eligibilities (copay exemption, Travel Benefits).Recent combat Veterans (e.g., OEF/OIF/OND) are eligible for enrollment withoutdisclosing their financial information. They will receive 5 years of free medical care forany combat related issues from the date of discharge. However, they can provide theinformation to establish their eligibility for travel reimbursement, cost-free medicationand/or medical care for services unrelated to military experience.If a Veteran is in a financial crisis or is deemed “enrollment rejected” (financial crisis ispresent), a complete application for a Financial Hardship consideration can besubmitted. Veterans must be informed that the information provided for a hardshipdetermination is subject to verification by the Business Office at the health care facility.Staff members maintain current information on a Veteran’s demographic, insurance,and financial information to ensure that the medical center receives the properreimbursement from co-pays and billable insurance. For more up-to-date informationon eligibility, enrollment and VA health care benefits, rvices.If you have any questions, you can contact the Enrollment/Eligibility office at 813-9722000 Ext. 1710, 5902.VHA uses the Department of the Treasury’s Cross-Servicing program calledthe Debt Management Center (DMC) to encourage Veterans to satisfy theirfirst party delinquent copayment debt with VA for non-service connectedcare. Contact Debt Management Services toll free Monday through Friday,at 888-826-3127 to speak with a customer service representative.James A. Haley Veterans’ Hospital and Clinics7
Checklist for New Enrollees to VA Health CareWelcome to VA Health Care! We want to make it easy for you to get started.Use this checklist to make sure you have all the information you need. Learn the name of your Primary Care PACT Team Register for My HealtheVet at www.myhealth.va.gov Use “secure messaging” through My HealtheVet Learn how to contact your Primary Care PACT Team Learn how to make, change, or cancel appointments If applicable, gather relevant medical records from private care providers Learn how to fill, refill, and renew prescriptions Learn what to do in case of emergency Learn where to get care after hours Learn how to take an active role in your health care as a partner with yourprovider After your appointment, ask: When your next appointment will be If you need any lab work done before your next appointment What you need to do between now and your next appointment If you need to pick up any prescriptions Confirm your contact information is currentThis information is also available on our website at www.tampa.va.govPlease see back of handbook for VA services, locations, and phone numbers.James A. Haley Veterans’ Hospital and Clinics8
Helpful Tips for AppointmentsThere are several ways to change or cancel your appointments: For primary care, call your PACT team directly (please see phone numbers in theback of this book)Send a secure message to your team using My HealtheVet at www.myhealth.va.govCall the main hospital number or the VA Connect phone number listed in the back ofthis bookUse the VA Health Chat application on your computer or smart device to chat with ascheduler in real time at: VA Health Chat VA Mobile: www.mobile.va.govWhat should I bring to my appointments? Two forms of identification, such as your VA ID card and your driver’s licenseA list of all your current medicines, the doses, and how often you take them. Besure to include:o Prescription medicines, including those prescribed by non-VA providerso Over-the-counter medicineso Vitamins, herbal remedies, supplements, teas, and other home remediesA list of questions you may have for your providerYour health insurance cardYour home blood pressure or home blood sugar readings if you have themIf applicable, relevant medical records to include: History & Physical, Problem List,Discharge Summary, Operative Report, Pathology, Consults, Diagnostic andTherapeutic procedure reportsAdvance Directive (if not on file or if it has been changed); see your Social Workerfor more informationA list of questions you may have for your pharmacist about medicine side effects andthings you need to know when taking the medicineA list of all allergies you think you might have (include medicines and food)Please remember to bring your health insurance card to ALLyour visits.Receiving treatment at the Community Based Outpatient Clinics(CBOC)We also have primary care clinics located in Brooksville, New Port Richey, Lakeland,Lecanto, Riverview, and Zephyrhills. Ask about receiving primary care at one of theseclinics if you live nearby. Not all clinics offer all services, which may require you to cometo the main hospital in Tampa for specialty care. Please see the phone list in the back forPrimary Care Clinic phone numbers.James A. Haley Veterans’ Hospital and Clinics9
James A. Haley Veterans’ Hospital and Clinics10
All Primary Care Clinics are CLOSED on Federal holidays:New Year’s DayMartin Luther King, Jr. DayWashington’s BirthdayMemorial DayJuneteenthIndependence DayLabor DayColumbus DayVeterans DayThanksgiving DayChristmas DayVisit RemindersPlan for your ap
Crisis Line 988 or 1-800-273-TALK (8255) Press 1 for Veterans. Someone who can help you will answer right away. Veterans Crisis Text is available by texting 838255 You can also chat anonymously with a counselor in real time, online at: www.veteranscrisisline.net Who should call? Anyone needing support through a mental health crisis
