Tricare Nurse Advice Line now available

  • Published
  • By Senior Airman Benjamin Sutton
  • 366th Fighter Wing Public Affairs
MOUNTAIN HOME AIR FORCE BASE, Idaho --  Sometimes it's difficult to know if and when to seek medical help for acute health problems.

Having professional help at a moment's notice is extremely valuable. The Military Health System's new Nurse Advice Line for Tricare beneficiaries does just that.

Beginning July 11, 2014, Tricare beneficiaries can call the NAL toll-free twenty-four hours a day, seven days a week.

"The Nurse Advice Line is an interactive, personal option that offers free health care advice by telephone to all Tricare beneficiaries currently living in or temporarily traveling within the United States," said Lt. Col. Gregory Baldwin, 366th Medical Group group practice manager. "This service is available around the clock so if something happens to any member once the duty day is complete and they don't want to come to the Urgent Care Center, they can call the NAL and speak to a nurse. That nurse may offer a variety of options, including providing home care advice, scheduling acute appointments, providing urgent care and civilian network referrals if they cannot obtain an appointment at the 366th MDG."

These professionals are trained in how to help people decide whether self-care is the best option, or if it's better to see a healthcare provider. There will always be a live-person on the line to address beneficiary concerns.

There are a variety of solutions for Tricare beneficiaries. For pediatric issues, the NAL will route the beneficiary to a pediatric nurse. If follow-up is necessary or requested, the NAL will call the beneficiary back to check the child's status a few hours later.

The nurses can make same-day appointments with the beneficiary's primary care manager for Tricare Prime beneficiaries. If a same day appointment is not available, they will re-direct the beneficiary to the closest UCC, and advise the PCM that an urgent care referral is needed so the patient does not have to worry about paying any point of service co-pays.

"One of our missions here at the medical group is to take care of the Gunfighter Family," said Baldwin. "Like MiCare, the NAL is yet another service provided to the Gunfighter Family that enhances their access to care. We are committed to high-quality care at the most clinically-appropriate level for all beneficiaries and the advice line helps us meet this commitment. Also, it helps to lower costs by decreasing more expensive urgent and emergency care services by redirecting non-emergency needs to a primary care provider when appropriate."

When calling the NAL, a customer service representative will verify the beneficiary's eligibility through the Defense Enrollment and Eligibility Reporting System. Beneficiaries with an acute health care concern or question will be connected with a registered nurse that will ask the beneficiary a series of very standard questions to determine the next steps and allow the NAL nurse to provide the best advice possible.

"Sometimes beneficiaries are not sure if they should come into the UCC or an emergency room in town when they or one their family members get sick or hurt," said Baldwin. "It's nice to have an option to have a full-fledged Registered Nurse as your phone-a-friend in these situations. They can help you decide whether self-care is the best option, or if it is better to see a healthcare provider. That option provides incredible peace of mind and our patients deserve no less."

Beneficiaries can still call the installation's medical group and send a secure message to their team through MiCare, but the NAL is another option for beneficiaries to access the care they need and want in a timely fashion.

"The Gunfighter community should also note this service is available to those who live off-base including those who live in the Boise area or anywhere across the United States," said Baldwin.

To contact the NAL, dial 1-800-TRICARE (874-2273); and choose Option 1.