Patient Welcome Packet
Patient Welcome Guide
Blanchfield Army Community Hospital (BACH) personnel offer you, the beneficiary, several ways to manage your healthcare appointments. You can make or cancel your appointments by utilizing one of the following resources. Patients may schedule appointments 24 hours a day, seven days a week at www.TricareOnline.com after registering.
Patients may also send a secure message to their care team through the Army Medicine Secure Messaging Service at https://mil.relayhealth.com/. to request an appointment. However, it is critically important that you notify your primary care manager when you sign up so they can accept your invitation.
Patients who prefer to call to schedule their appointment may call the Appointment Line Call Center at 270-798-4677 (HOSP) or 931-431-4677. In addition, patients may call the Nurse Advice Line at 1-800-TRICARE (874-2273), Option 1, to talk to a registered nurse who can answer urgent care questions, give health care advice, help find a doctor and schedule a next-day appointment.
TRICARE Online (TOL)
Schedule and cancel appointments, as well as set up text and email appointment reminders using TRICARE Online. TRICARE health care is portable, universal and secure. TRICARE Online is accessible anytime, anywhere, from any computer. You can also access a vast array of health and wellness information and tools.
1. Log on to www.tricareonline.com
2. Complete the registration process using your CAC, DS Logon, or DFAS MyPay Pin.
3. Manage your health care
BACH Patient Appointment Services (PAS)
The PAS staff can handle an estimated 80,000-140,000 calls a month from patients seeking care at any of the four primary care facilities (Aviation Health – TMC5, LaPointe, Byrd or Blanchfield Army Community Hospital) on the Fort Campbell Installation and the Community Based Medical Home located in Clarksville, TN, known as Screaming Eagle Medical Home (SEMH).
Phone: 1-866-524-4677 out of area; 931-431-4677; 270-798-4677
Hours: Mon - Fri: 6 a.m. to 4:30 p.m.
During Duty Hours
You may cancel your Primary Care appointment from 6 a.m. to 4:30 p.m., Monday through Friday by calling the appointment line at 931-431-4677 or 270-798-4677.
To cancel a Specialty Clinic appointment, contact the clinic's front desk between the hours of 7:30 a.m. and 4 p.m.
After Duty Hours
Call 270-798-VOID (8643). Leave a message with the patient's first and last name and the last four numbers of your social security number or your DoD ID number.
What is the RelayHealth service?
RelayHealth is a Web-based service through which providers and patients can communicate securely. This service supplies providers with an interactive Web site where patients can initiate a webVisit® consultation, receive preventive care reminders, send a note to the provider's office, request prescription renewals and refills, request lab or test results, and request appointments. Patients may also securely store and manage their Personal Health Record information including health conditions, allergies, immunizations, hospitalizations, office visits, and their family health history.
Is this service secure?
This service uses a high level of security to protect the privacy and confidentiality of healthcare information transmitted through its provider-patient messaging service. Unlike e-mail, which relies on multiple file servers distributed across the Internet, we use a single, centrally managed, secure database for all provider-patient communications. All messages are delivered to a Web browser using 128-bit, secure-socket layer encryption. To prevent others from viewing your private information, you should always log out after using this service.
How is the RelayHealth message service different from regular e-mail?
These messages differ from regular e-mail because they are securely and confidentially transmitted. They employ clinical guidelines and algorithms to support the interaction between provider and patient. All RelayHealth messages provide an audit trail enabling provider and patient to view the entire message history.
How will I know if I have a message waiting for me at this site?
You will not receive a RelayHealth e-mail address. Rather, you check your messages by signing in to our website using your username and password. When a message is delivered to your inbox, we will immediately send an e-mail to your preferred e-mail address (the e-mail address you provided when registering) notifying you of a waiting message, and providing a convenient link to this service.
Sign up to be a user of Army Medicine Secure Messaging Service by visiting https://mil.relayhealth.com/
. However, it is critically important that you notify your primary care manager when you sign up so they can accept your invitation.
What is the Referral Management Office (RMO)?
The referral management office is responsible for facilitating the referral process for all Active Duty Service members and TRICARE Prime beneficiaries enrolled to a Military Treatment Facility (MTF) on Fort Campbell, Kentucky is responsible for facilitating the referral process for all Active Duty Service members and TRICARE Prime beneficiaries enrolled to a Military Treatment Facility (MTF) on Fort Campbell or the Screaming Eagle Medical Home located in Clarksville, Tennessee.
Referrals are requests for specialty services or procedures that are not considered primary care. This includes urgent care that is not provided by the Primary Care Manager (PCM). Exceptions include emergency care, certain preventive and diagnostic services, and the first eight (8) behavioral health visits.
What is the Referral Process for TRICARE Prime at the MTF or Direct Care System?
Your PCM or specialty provider enters a referral into the military health system at your MTF. If the specialty is available, the clinic will contact you to schedule an appointment. If the specialty service is not available, your referral will go to the referral management office for processing to the network. Within seven to 10 business days, you should receive an authorization letter with instructions on scheduling an appointment with a civilian specialist. The patient may call Humana Military at 1-800-444-5445 for assistance before actually receiving the letter. The patient may then contact the civilian specialist’s office to schedule an appointment. The access-to-care (ATC) standard for scheduling an initial appointment for routine specialty care is 28 days.
Urgent specialty referral requests are coordinated doctor-to-doctor.
What is the Referral Process for TRICARE Prime in the Network and TRICARE Prime Remote?
Civilian Primary Care Managers send a Humana Military Health System (HMHS) TRICARE Service Request/Notification electronically to Humana Military. The form is available on the HMHS website at https://www.humanamilitary.com.
HMHS enters the referral into their system and then forwards it to the BACH Referral Management Center, which enters it into the military system. The appropriate specialty clinic reviews the referral entry. BACH has Right of First Refusal (ROFR) for all referrals. If the specialty care is available at BACH, you can schedule an appointment by calling the specialty clinic you are referred to. Please wait at least seven (7) business days before contacting HMHS at 1-800-444-5445 for the disposition of the referral.
If the specialty care is not available at BACH, Humana Military Health System will inform you when you make the call that the care is being deferred to the civilian network, and the referral will be processed by HMHS. Within 7-10 business days, HMHS will send you (the patient) an authorization letter with instructions on scheduling an appointment with a civilian specialist. You may call HMHS at 1-800-444-5445 for assistance before actually receiving the letter. The patient may then contact the civilian specialist’s office to schedule an appointment. Please remember that the access-to-care (ATC) standard for scheduling an initial appointment for routine specialty care is 28 days.
Alcohol and Substance Abuse Program (ASAP) or urgent specialty referral requests are coordinated doctor-to-doctor.
What is the Referral Process for TRICARE Extra/Standard, TRICARE Reserve Select, TRICARE Plus & TRICARE For Life (TFL)
Patients who are not enrolled in Prime (non-Prime) do not require referrals for most specialty care or certain diagnostic services (such as an MRI) if the referral is from a civilian provider. Patients with Other Health Insurance (OHI), such as an employer health plan or Medicare, must follow their plan requirements; a review will be performed at the time the claim is submitted to TRICARE after payment by the OHI.
Non-Prime patients may receive specialty care at BACH on a space-available basis; a referral request is needed.
The patient’s civilian doctor may fax a request for specialty or diagnostic services to the BACH referral management center at 270-798-8570. The referral management center enters the referral into the military system. The applicable clinic will review the referral entry.
If the requested specialty clinic at BACH does have space available, an appointment will be scheduled when the clinic calls the patient. If BACH does not have space available, the patient will have to choose a civilian specialist.
How Can I Contact the RMO?
To verify a referral status, contact the BACH Referral Management Office at 270-798-8421/270-956-0613.
For assistance with referral concerns, please call 270-798-8421/270-956-0613.
What is My Service Region?
Eligible beneficiaries located within a 40-mile radius around Fort Campbell will be enrolled in the TRICARE East Region.