Veterans’ Health Today

Summer 2014


Suicide Prevention: Helping our Veterans

Approximately 40,000 people in the United States commit suicide each year. Sadly, about 8,000 of those are Veterans.


But Nurse Nick Clough, Suicide Prevention Coordinator at VA Long Beach Healthcare System, says there are avenues for Veterans and those who care about them. 


“Certainly if a Veteran is exhibiting warning signs that indicate a suicide attempt is imminent, call 911 immediately,” he says. “Veterans or concerned friends or family can also call the National Veteran Crisis Line at 1-800-273-8255 and press option #1. Trained counselors are there 24/7 to help work through a situation.”  The Veterans Crisis Line has fielded over 1.1 million calls from August 2007 through December 2013.

The VA Telecare 24 hotline at 1-877-252-4866 is another resource for Veterans.

“Also, most VA Medical Centers have emergency rooms open 24/7,” Clough adds, “and they have access to mental health staff, either on premise or on call. Many VA Clinics and Medical Centers also have walk-in Mental Health Clinics available on weekdays if a Veteran needs to connect with them in a non-emergency situation.”

“The real tragedy behind suicide deaths—is that so many could be prevented,” says Karin Kiewra, Harvard School of Public Health. “Research shows that whether attempters live or die depends in large part on the ready availability of highly lethal means, especially firearms.” 

Clough says it’s also important to restrict access to guns, and other lethal means if at all possible. If removing the gun isn’t possible, Clough suggests removing the ammunition and placing a gun lock on the weapon. Ask your local VA facility, VA Suicide Prevention Coordinator, or VA police, about free gun locks.

For more information about suicide prevention, go to www.mentalhealth.va.gov/suicide_prevention

September is suicide prevention month, so watch for awareness events and activities at your local VA facilities.


A Call Away


For Veterans in need of help or advice, VA provides help at their fingertips, with a variety of resources just a call away — 24 hours a day, 7 days a week.

·         Nurses are available for health care advice at 1-877-252-4866

·         The Veterans Crisis Line aids Veterans in crisis (as well as their families and friends) at 1-800-273-8255, by texting 838255, or online at www.veteranscrisisline.net

·         The National Call Center for Homeless Veterans hotline provides homeless or at-risk Veterans access to trained counselors at 1-877-4AID VET (877-424-3838) or online at www.va.gov/homeless/nationalcallcenter.asp



The Million Veteran Program Needs You!


Have you heard about the Million Veteran Program (MVP)? What is it, and how can you participate?

Loma Linda physician Dr. Ronald Fernando explains, “Most human diseases are hereditary—they are passed down to us through genes. The Million Veteran Program, or MVP, is a voluntary national research program to learn how genes, lifestyles, and military exposure affect health and wellness.”

Comparing genes and health characteristics of people with and without diseases may explain why some people develop certain diseases but others don’t, or why some people respond to particular medications but others don’t.

“Right now,” Dr. Fernando says, “we treat diseases. If we can understand the role of genetics, we may someday be able to develop individualized treatments based on a patient’s genetic profile—we may even be able to someday fix genetic defects.”

The goal is to eventually enroll one million Veterans in the study, thus the name—Million Veteran Program. Participation is free and easy, according to Tiffany Gunneman, Team Manager and Research Liaison of the Clinical Research Group at VA Loma Linda Healthcare System.

“You can simply walk into your clinic and sign up,” she says. “They book appointments, but they also take walk-ins. Four of our five sites are participating, with the only exception being Las Vegas. However, you need to enroll at the facility where you are a patient. In other words, in Loma Linda, we can’t enroll Los Angeles patients.”

Dr. Fernando explains the easy enrollment process. “First, we ask you to fill out a baseline survey, which takes around 20 minutes. You can do it there, or you can take it home and mail it back.” 

Participants must also sign consent papers, which means you understand and agree to participate in the research and to have blood drawn one time. Part of the consent is agreeing to allow your medical history to be linked to the blood sample, but it is done so securely through the VA Central Research Database. Safeguards are in place to protect the information collected as part of MVP, and access to MVP data is very tightly controlled. 

After giving a blood sample, participants receive a second survey that asks about things like your habits, lifestyle, and diet. Both MVP surveys are voluntary, but Dr. Fernando says they provide a lot of helpful information, so he encourages Veterans to complete them.

If you have questions about the MVP, visit your nearest VA facility, call 1-866-441-6075, or go to www.research.va.gov/mvp
 


Phone System Redesign


If you’ve called one of our telephone numbers lately, you probably noticed a huge improvement in how your call was handled. If you haven’t phoned, you’re in for a pleasant surprise when you do.

According to Justin Sivill, Network Systems Redesign Director, staff began planning back in 2011 how to best overhaul the phone systems. He says it took several years to complete the rollout because they wanted to get it right.

Out with the old…


“We knew from Veteran complaints that the system wasn’t working, and data backed that up,” he said. “The average wait time was four minutes, and almost 40 percent of callers simply hung up. It was unacceptable.”


The system redesign process began by developing a long-term plan and then implementing it at all our facilities: San Diego, Las Vegas, Long Beach, Loma Linda, and Los Angeles.

“The team wanted each facility to have its own call center,” explains Sivill, “but we wanted calls to each facility handled with the same dedication to care so Veterans knew what to expect. We wanted the system to be familiar, with the same welcome message and options, so callers could get where they wanted.”

Veterans were a big help along the way. Groups of Veterans were brought in at each location and asked what they didn’t like about the existing system. Their insight was very helpful to the design team.

Randy Quinton, Deputy Network Director, says, “Tech-savvy Veterans had, in some cases, learned workarounds for the old systems. They knew which numbers to dial and what to press during certain prompts to get to someone who could help them. Not surprisingly, they had figured out how to get things done.”

Those workarounds became unnecessary, however, as system installations began. Sivill says the team learned lessons with each site completed, and they rolled those lessons into subsequent installations, gradually fine-tuning the process.

Designing, installing, and operating the new phone systems took an overwhelming amount of dedication and hard work from many people. Sivill and Quinton credit the front line staff, call center managers, information technology employees, clerks, and everyone else involved. “They spent countless hours testing new lines, coming in early or staying late for training—whatever it took, they did it,” said Sivill. “The phone systems were our #1 complaint for a long time, so everyone involved put in the hours to make this transformation happen.”


In with the new!

An important part of the new system involves “one stop shopping” for Veterans. Sivill explained that historically, if someone called a facility without a phone center, an operator transferred the call. “Now,” he says, “a Veteran may call to refill a prescription or find out if it’s been shipped, but he may also need to schedule or cancel an appointment, or maybe he wants general information about a clinic. The phone center clerks can now do all of that.”


He said the team is working closely with people in the phone centers—offering more coaching and education—so they become true partners in serving the Veteran population. “They’ve been great at helping meet our goals, which include the ability to answer all calls within 60 seconds and, if needed, to have nurses call back within 30 minutes. Most medication refills can be processed with a two-minute phone call. Call center staff can message your care team or hand you off to someone in the Triage Center who can evaluate your symptoms.”

Overall calls have actually decreased, mainly because people don’t have to hang up and call back. Our VA medical centers and clinics receive an average of 45,000 calls per week, and the approximate wait time has gone from four minutes down to 30 seconds. With the old system, more than half of the callers simply hung up; now, it’s less than 5 percent.

While high volume times are a challenge, Sivill says the system is significantly better than it used to be. “By the end of year, we’ll have answered about 95 percent of all calls coming in, and we want to have a way to resolve every call. The system will likely continue to evolve, but now and in the future, our main goal will always be to satisfy customers: America’s Veterans.”


Bottom Line: We Want You Here!

Taking care of your health is important, so we want to make sure you have plenty of alternatives for getting to your VA appointments without facing a hardship. There are qualifications you must meet for the beneficiary travel program, but here is an overview of potential options that make it easier for you to obtain VA health care services.


Mileage Reimbursement

·         Veterans may qualify for medically related travel benefits (mileage reimbursement) if:

·         You have a service-connected disability rating of 30 percent or more,

·         You are traveling for treatment of a service-connected condition,

·         You receive a VA pension,

·         You are traveling for a scheduled compensation or pension examination, or

·         Your income does not exceed the maximum annual VA pension (in 2013 the maximum was $29,098.00).


Mileage reimbursement is paid at a rate of 41.5 cents per mile. Scheduled appointments qualify for round-trip mileage, but unscheduled visits may be limited to return mileage only.


Deductibles

It is important to remember that there is a deductible associated with mileage reimbursements, but there are exceptions. VA will waive the deductible if you are eligible for travel and:

·         You are in receipt of a VA pension, or

·         You are a non-service-connected Veteran and (1) your previous year’s income does not exceed the applicable VA pension rate, or (2) your projected current calendar year’s income (in the year of application) will not exceed the applicable VA pension rate, or

·         You are a service-connected Veteran and your previous year’s income does not exceed, or your projected current calendar year’s income, in the year of application will not exceed the applicable VA national means test income threshold, or

·         You are traveling for a scheduled compensation or pension exam.


The current mileage reimbursement deductible is $3 one-way (or $6 round trip). However, there is a monthly cap of $18. So, if you make six one-way or three round trips in a month, you would reach the $18 in deductibles, and travel for the remainder of that month would not be subject to a deductible.

Special Transportation

Veterans eligible for mileage reimbursement may also be provided special transportation (e.g., wheelchair van, ambulance) based on need (authorization is required for emergencies unless a delay would endanger a Veteran’s life or health). One example is if a VA clinician determines that your medical condition requires an ambulance or a specially equipped van, and you meet one of the mileage reimbursement eligibility criteria, and the travel is pre-authorized. Of course, pre-authorization is not required for emergencies if a delay would be hazardous to your life or health.


The Bottom Line


If you have questions or need further clarification on the beneficiary travel program described above, please call the following contacts.

 

Facility Name

Contact Name

Phone Number

Las Vegas

Erika Newton

(702) 791-9000, ext.14105

Long Beach

Cora Adame

(562) 826-5888

Loma Linda

Lamonte Jennings

(909) 825-7084, ext. 3334

San Diego

Charles Kirkman/Stan Coleman

(858) 552-8585, ext. 7572/3826

Greater LA

Earline Young

(818) 895-5894

 

 


The only health information resource designed for you.


The new Healthy Living Assessment (HLA) tool can help My HealtheVet users learn their actual “health age” and how to improve their health age by following some guidelines and recommendations. This confidential online tool asks questions about personal and family health history and lifestyle choices to assist users in leading a healthier life and lifestyle.


For more information go to
https://www.myhealth.va.gov/mhv-portal-web/anonymous.portal_nfpb=true&_nfto=false&_pageLabel=spotlightArchive&contentPage=spotlight/March2014/spotlight-HLA-MHV_article.html 

 

Veterans Health Library
Your source for health information
www.veteranshealthlibrary.org



VA Mobile Apps

 

Stay Quit Coach Mobile App


Trauma and PTSD can make it hard to quit smoking.


The Stay Quit Coach app is designed to help you stay quit after you stop.


To learn more, visit http://www.ptsd.va.gov/public/pages/stayquit_coach_app.asp

 

PTSD Coach Mobile App


The PTSD Coach mobile app helps Veterans use technology to learn about and manage their PTSD symptoms, with direct links to tools and assistance.


Download the app free from iTunes and Google Play, or visit www.ptsd.va.gov/public/pages/ptsdcoach.asp for more information.

 

 


VA Medical Centers


VA Southern Nevada Healthcare System

6900 North Pecos Road

North Las Vegas, NV 89086

702-791-9000
www.lasvegas.va.gov/
Facebook: LasVegasVA
Twitter: VALasVegas

Mike O’Callaghan Federal Medical Center

4700 Las Vegas Blvd. North

Las Vegas, NV 89191

702-653-2273

VA Loma Linda Healthcare System

11201 Benton Street

Loma Linda, CA 92357

909-825-7084
www.lomalinda.va.gov/
Facebook: VALomaLinda
Twitter: VeteransHealth

VA Long Beach Healthcare System

5901 East 7th Street

Long Beach, CA 90822

562-826-8000
www.longbeach.va.gov/
Facebook and Twitter:
 VALongBeach

VA San Diego Healthcare System

3350 La Jolla Village Drive

San Diego, CA 92161

858-552-8585
www.sandiego.va.gov/
Facebook and Twitter:
VASanDiego

VA Greater Los Angeles Healthcare System

11301 Wilshire Boulevard

Los Angeles, CA 90073

310-478-3711
www.losangeles.va.gov/
Facebook: LosAngelesVA
Twitter: VALosAngeles


Outpatient Clinics


Anaheim

2569 W. Woodland Drive

Anaheim, CA 92801

Phone: 714-763-5300

Antelope Valley

547 W. Lancaster Blvd.

Lancaster, CA 93534

661-729-8655

Bakersfield

1801 Westwind Drive

Bakersfield, CA 93301

661-632-1800

Blythe Telehealth Clinic

205 N. 1st Street, Suite C

Blythe, CA 92225

760-921-1224

Cabrillo

2001 River Avenue, Bldg. 28

Long Beach, CA 90810

562-826-8414

Chula Vista

835 3rd Avenue, Suite B

Chula Vista, CA 91910

619-409-1600

Corona

800 Magnolia Avenue #101

Corona, CA 92879

951-817-8820

East Los Angeles

5400 E. Olympic Blvd. #150

City of Commerce, CA 90022

323-725-7557

Escondido

815 East Pennsylvania Ave.

Escondido, CA 92025

760-466-7020

Gardena

1251 Redondo Beach Blvd.

3rd Floor

Gardena, CA 90247

310-851-4705

Imperial Valley

1600 South Imperial Drive

El Centro, CA 92243

760-352-1506

Laguna Hills

25292 McIntyre Street

Laguna Hills, CA 92653

949-269-0700

Las Vegas Northeast

4461 E. Charleston Blvd

Las Vegas, NV 89104

702-791-9050

Las Vegas Northwest

3968 N Rancho Drive

Las Vegas, NV 89130

702-791-9020

Las Vegas Southeast

1020 S. Boulder Highway

Henderson, NV 89015

702-791-9030

Las Vegas Southwest

7235 S. Buffalo Drive

Las Vegas, NV 89113

702-791-9040

Los Angeles

351 E. Temple Street

Los Angeles, CA 90012

213-253-2677

Mission Valley

8810 Rio San Diego Drive

San Diego, CA 92108

619-400-5000

Murrieta

28078 Baxter Road, Ste. 540

Murrieta, CA 92563

951-290-6500

Oceanside

1300 Rancho del Oro Drive
Oceanside, CA 92056
760-643-2000

Oxnard

2000 Outlet Center Drive

Suite 225

Oxnard, CA 93036

805-604-6960

Palm Desert

41-990 Cook St., Building F Suite 1004

Palm Desert, CA 92211

760-341-5570

Pahrump

2100 E. Calvada Boulevard

Pahrump, NV 89048

775-727-7535

Rancho Cucamonga

8599 Haven Ave., Suite 102

Rancho Cucamonga, CA 91730

909-946-5348

San Luis Obispo

1288 Morro St., #200

San Luis Obispo, CA 93401

805-543-1233

Santa Ana

1506 Brookhollow Drive
Suite 100

Santa Ana, CA 92705

714-434-4600

Santa Barbara

4440 Calle Real

Santa Barbara, CA 93110

805-683-1491

Santa Maria

1550 East Main Street

Santa Maria, CA 93454

805-354-6000

Sepulveda

16111 Plummer Street

Sepulveda, CA 91343

818-891-7711

Victorville

12138 Industrial Blvd., Ste. 120

Victorville, CA 92395

760-951-2599

Whittier/Santa Fe Springs

10210 Orr and Day Road

Santa Fe Springs, CA 90670

562-466-6080

 

Veterans’ Health Today

300 Oceangate, Suite 700

Long Beach, CA 90802

This publication is provided as a service to enrolled Veterans in So. California and So. Nevada. 

Additional copies can be found at www.desertpacific.va.gov/publicaffairs.htm.

Address changes should be sent to your local VA medical center.