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1Last Updated June 2017

DEPARTMENT OF VETERANS AFFAIRSCentral Arkansas Veterans Healthcare System (CAVHS)4300 West 7th Street2200 Fort Roots DriveLittle Rock, AR 72205North Little Rock, AR 72114(501) 257-1000 or www.LittleRock.va.govPatient Information HandbookTable of ContentsWelcome from the CAVHS Leadership Team . 6Our Mission . . 7CAVHS Facility Overview . . 7Eligibility & Enrollment and Other Business MattersOverview . 7Enrollment . . 8Obtaining Your DD214 . . 9Financial Assessment (Means Testing) – Financial Reporting Requirements . 9Geographically-Based Means Testing . 10Enrollment Priority Groups . 10VA Service-Connected Rating . . 12VA “Catastrophically” Disabled . 12Ineligible Enrollment Care . 13Military Sexual Trauma Survivors and Eligibility . 13Charges & Co-Payments . 13Private Health Insurance Information . . . 14Private Health Insurance Coverage . 15Non-VA Care Coordination (NVCC) . 15Emergency Care in Non-VA Facilities . 16Co-Managed Care: VA and Private Physicians . 18Choice Program . 18Patient Travel . 19Release of Medical Information . 21My HealtheVET . 232Last Updated June 2017

Library . 23Patient Education Resources . 24Patient Education Resources Center (PERC) .24Health Promotion Disease Prevention (HPDP) Program 24Care Coordination Home Telehealth Program 25Veteran Point of Service Kiosks . 25Medical ServicesCAVHS Emergency Department Procedures . 26CAVHS Primary Care Clinics 26Patient Aligned Care Team (PACT) . . 26Primary Care PACT Appointment Expectation . 26Community-Based Outpatient Clinics (CBOC) . 27Transition and Care Management (TCM) Program . . 28Audiology and Speech Pathology Service . 28Eye Care . 28Diagnostic & Therapeutic Imaging Service (Radiology/X-ray) 29Dental Service . 30Dental Eligibility . 30Neurology Service . 31Chronic Pain Management Program . 31Pharmacy Services . . 32Physical Medicine & Rehabilitation Service . 34Women Veterans Health Program . 34Mental Health Service . 34Inpatient Mental Health 35Substance Use Disorder Programs . 35Mental Health Clinics . 36Post-Traumatic Stress Disorder (PTSD Program . . 36Residential Rehabilitation Treatment Programs (RRTP) . 37Veterans Industry/Transitional Residence Program 37Health Care for Homeless Veterans Program . 38Psychosocial Rehabilitation Recovery Center . 39Vocational Rehabilitation 393Last Updated June 2017

Mental Health Evaluation and Consultation Service . 40Psychology Mental Health and Behavioral Programs . 40Occupational Therapy Services . 40Recreation Therapy . 41Kinesiotherapy . 41Medicine Service . 41Surgery Service 41Pathology and Laboratory Medicine 41Medical Support ServicesPatient Advocate . 43Chaplain Service . 43Community Living Center . 44Nutrition and Food Services . . 44Prosthetic Treatment Center 44Social Work Service . 45Voluntary Service 45Admission, Inpatient & Discharge InformationAdmission Processing . . 47ID Bracelet . 47Visiting a Veteran 47Money and Valuables . 48Check Cashing . 48Lodging 49Discharge from the Hospital 49Facilities & Services at the Medical CentersParking . 51Information Desks 51Veterans Canteen Service 52Barber Shop . . 52Patient Mail . 524Last Updated June 2017

Special TopicsHealth Insurance Portability and Accountability Act . 53Medical Center Patient Directory 53Informed Consent 53Advanced Health Care Planning . 55Advance Directives . 55Guardianship 56Rights and Responsibilities of VA Patients and Residents of CommunityLiving Centers . 57Rights and Responsibilities of Family Members of VA Patients and Residentsof Community Living Centers . .61Voluntary Research . 64Research Studies . 64Questions to ask before volunteering for a research study . 64What to do if someone asks you to take part in a research study 65Informed consent when volunteering for a research 66Frequently Called Telephone Numbers . . 665Last Updated June 2017

Welcome from the CAVHS Leadership TeamDear Veteran:Welcome to the Central Arkansas Veterans Healthcare System (CAVHS). I know you have achoice for your health care needs, and I thank you for choosing our health care system. It is ourgoal to provide you with the best care available and treat you like the hero you are. We are herefor you, providing quality health care and excellent customer service are the cornerstones of ourcore values. Those values are Integrity, Commitment, Advocacy, Respect, and Excellence –together they represent “I CARE.” That is not just a slogan; it represents the noble mission ofour team, to care for Veterans.It is a great honor to care for Veterans and along with that honor comes great responsibility. Ourefforts are coordinated with our Veterans in mind and we strive to provide personalized,proactive, patient-driven quality health care. Our health care system has been widely recognizedfor excellence in education, research, and – most importantly – for a tradition of quality andcompassionate services to our Veterans. CAVHS remains fully accredited by The JointCommission, College of American Pathologists, American Association of Blood Banks, andCommission on Accreditation of Rehabilitation Facilities.I strongly encourage you to enroll in our Primary Care outpatient clinics, if you have not alreadydone so. Our staff will partner with you to provide preventative and wellness care, and refer youto a specialist, if needed.We collect and analyze information to ensure that we’re actually making our Veterans livesbetter and that we’re doing that in efficient and effective ways. We are actively engaged inperformance improvement in every department and at every level.We are grateful to all Veterans, their families, and the sacrifices you all have made for ourcountry. It is an honor and a privilege to serve and provide you with the health care you deserve.Thank you again for choosing CAVHS as your health care provider.-- Dr. Margie Scott, Medical Center DirectorCAVHS, Where Veterans Come First!6Last Updated June 2017

OUR MISSIONHonor America’s Veterans by providing exceptional health care and excellent customer servicethat improves their health and well-being.CAVHS FACILITY OVERVIEWThe Central Arkansas Veterans Healthcare System (CAVHS) consists of two inpatient/outpatientcampuses located at Little Rock and North Little Rock, Arkansas. CAVHS has eightCommunity-Based Outpatient Clinics (CBOCs) in Conway, El Dorado, Hot Springs, Mena,Mountain Home, Pine Bluff, Russellville and Searcy, Arkansas. These clinics serve Veteransliving in the northern, western, southern and central counties of Arkansas, as well as bordercounties in surrounding states. A Veterans Day Treatment Center is located in downtown LittleRock, Home Health Care Service Centers are located in Little Rock and Hot Springs and a VetCenter is located in North Little Rock.CAVHS is a tertiary care facility classified as Level 1a on the VA Complexity Model. It is ateaching hospital, providing a full range of patient care services, with state-of-the-art technology.In addition to education, CAVHS is active in research and emergency preparedness.Comprehensive health care is provided through primary, tertiary, and long-term care in areas ofmedicine, surgery, mental health, physical medicine and rehabilitation, neurology, dentistry,ophthalmology, geriatrics and extended care, and women’s health. CAVHS is part of the SouthCentral VA Health Care Network (VISN 16), which includes facilities in, Arkansas, Louisiana,Mississippi, and Texas.CAVHS has 551 operating hospital beds on both campuses including a 152-bed CommunityLiving Center (CLC) on its North Little Rock campus. CLC services include extended care,rehabilitation, respite, geriatric and dementia special care, and general nursing home care.A 119-bed Residential Rehabilitation Treatment Unit Domiciliary provides long-termrehabilitative care on the North Little Rock campus.ELIGIBILITY & ENROLLMENT AND OTHER BUSINESS MATTERSOverviewMost Veterans must be enrolled to receive VA health care. While some Veterans are not requiredto enroll due to their special eligibility status, all Veterans – including those who have special7Last Updated June 2017

eligibility – are encouraged to apply for enrollment. Enrollment helps us track the number ofpotential Veterans who may seek VA health care services and, thus, is a very important part ofour planning efforts. Enrollment in the VA health care system provides Veterans with theknowledge that health care services will be available when and where they are needed duringthat enrollment period. Enrolled Veterans who are traveling or who spend time away from theirprimary treatment medical center may obtain care at any VA health care medical center acrossthe country without the worry of having to reapply.EnrollmentYou can apply for enrollment at any VA health care medical facility by completing VAForm 10-10EZ, APPLICATION FOR HEALTH BENEFITS. The application form can beobtained by visiting, calling, or writing any VA health care medical center or Veterans’benefits office. To apply for enrollment at CAVHS, you can call the local Eligibility Centerat (501) 257-5656 or toll free at 1-800-224-8387. You may also visit the CAVHS web site(http://www.littlerock.va.gov/index.asp click on "Become a Patient". In the first paragraph,click on “Application for Health Care Benefits" and apply online. You may either submitthe application online or print it and mail it to the address below.Central Arkansas Veterans Healthcare SystemEligibility Center (136A1/LR)4300 West 7th StreetLittle Rock, AR 72205Another option for checking your eligibility is the VA Eligibility and Enrollment link located onthe CAVHS web site. Forms can also be requested toll free from VA’s Health Benefits ServiceCenter at 1-877-222-VETS (8387) or accessed from the z/. Completed applications must be signed anddated and may be returned in person or by mail to any VA medical center. If you apply inperson at a VA medical center, VA staff will assign you to an initial priority group. After yourapplication is processed, the VA Health Eligibility Center in Atlanta will confirm and notify youof your enrollment status by mail.You are NOT required to apply for enrollment if you fall into one of the followingcategories: If you are seeking care for a VA-rated service-connected disability.If VA has rated you with a service-connected disability of 50 percent or more.If less than one year has passed since you were discharged for a disability that themilitary determined was incurred or aggravated in the line of duty, but that VA has notyet rated.If you have previously enrolled, your enrollment will be reviewed annually without any actionneeded on your part. Veterans who are required to update their financial information are still8Last Updated June 2017

required to provide their income information on an annual basis using the VA Form 10-10EZR.Depending on your priority group and the availability of funds for VA to provide medicalbenefits to all enrollees, your enrollment will be automatically renewed without any action onyour part. Should there be any change to your enrollment status, you will be notified in writing.Obtaining Your DD214Your DD214 may be needed for enrollment. The Department of Veterans Affairs does notmaintain records of Veterans’ military service, except as needed for providing benefits. Forinformation about obtaining your military record, please visit the Military Personnel RecordsCenter in St. Louis website l/ and click on“Request Military Service Records.” The VA Regional Office, at 1-800-827-1000, can also sendyou the necessary request form. If discharge or separation documents (i.e., DD214) are lost,Veterans may obtain duplicate copies by completing forms found on the Internet athttp://www.archives.gov/research/index.html and mailing or faxing them to the NationalPersonnel Records Center (NPRC). Alternatively, write the NPRC, Military Personnel Records,9700 Page Ave., St. Louis, MO 63132-5100. Specify that a duplicate separation document isneeded. The Veteran’s full name should be printed or typed so that it can be read clearly, but therequest must also contain the signature of the Veteran or the signature of the next of kin, if theVeteran is deceased. Include the Veteran’s branch of service, service number or Social Securitynumber and exact or approximate dates and years of service. Use Standard Form 180, “RequestPertaining To Military Records.”For additional information or to have eligibility and enrollment questions answered, please callthe CAVHS VA Eligibility and Enrollment Office at (501) 257-5656 or toll free at 1-800-2248387. The Eligibility Center is located at the Outpatient entrances in both North Little Rock (thenorth entrance of Bldg. 170) and Little Rock (in the lobby near the main entrance). Hours ofoperation are Monday through Friday, 7:30 a.m. – 4:00 p.m.Financial Assessment (Means Testing) - Financial Reporting RequirementsWhile many Veterans qualify for enrollment and cost-free health care services based on acompensable service-connected condition or other qualifying factors, certain Veterans will beasked to complete a financial assessment at the time of enrollment to determine their eligibilityfor free medical care, medications and/or travel benefits. The assessment is based on theprevious year gross household income of the Veteran, his or her spouse and dependents, ifany. This financial information may also be used to determine the Veteran’s enrollment PriorityGroup. For more information, visit www.va.gov/healthbenefits/cost/financial assessment.asp,call toll-free 1-827-222-VETS (8387) Monday – Friday between 8 a.m. and 8 p.m. ET or contactthe CAVHS Enrollment Office at (501) 257-5656 or toll free 1-800-224-83887.Note: VA eliminated the annual requirement for updated financial information. VA now usesinformation from the Internal Revenue Service (IRS) and Social Security Administration to9Last Updated June 2017

automatically match individual Veteran’s income information, reducing the burden on Veteransto keep their healthcare eligibility up to date.In January 2015, VA eliminated the use of net worth information as a determining factor foreligibility and copayment responsibilities. VA will only consider a Veteran’s gross householdincome and deductible expenses from a previous year. This change makes VA health carebenefits more affordable to lower-income Veterans, who have no service-connected condition orother qualifying factors.Geographically-Based Means TestingRecognizing that the cost of living can vary significantly from one geographic area to another,Congress added income thresholds based upon geographic locations to the existing VA nationalincome thresholds for financial assessment purposes. This law assists lower-income Veteranswho live in high-cost areas by providing an enhanced enrollment priority and reducing theamount of their required inpatient co-payment. Please note that the geographically-based copayment reductions apply ONLY to INPATIENT SERVICES. Outpatient services, long-termcare, and medication co-payments are NOT affected by this law.Enrollment Priority Groups (PG) – What are they and how do they work?Today’s Veterans have a comprehensive medical benefits package, which VA administersthrough an annual patient enrollment system. The enrollment system is based on priority groupsto ensure health care benefits are readily available to all enrolled Veterans.Priority Group 1 Veterans with VA-rated service-connected disabilities 50% or more disabling. Veterans determined by VA to be unemployable due to service-connected conditions.Priority Group 2 Veterans with VA-rated service-connected disabilities 30% or 40% or more disabling.Priority Group 3 Veterans who are former Prisoners of War (POWs). Veterans awarded a Purple Heart medal. Veterans whose discharge was for a disability that was incurred or aggravated in theline of duty. Veterans with VA-rated service-connected disabilities 10% or 20% disabling. Veterans awarded special eligibility classification under Title 38, U.S.C., § 1151,“benefits for individuals disabled by treatment or vocational rehabilitation.” Veterans awarded the Medal of Honor (MOH).Priority Group 4 Veterans who are receive aid and attendance or housebound benefits from VA. Veterans who have been determined by VA to be catastrophically disabled.10Last Updated June 2017

Priority Group 5 Nonservice-connected Veterans and non-compensable service-connected Veteransrated 0% disabled by VA with annual income below the VA’s and geographically(based on your resident zip code) adjusted income limit. Veterans receiving VA pension benefits. Veterans eligible for Medicaid programs.Priority Group 6 Compensable 0% service-connected Veterans. Veterans exposed to ionizing radiation during atmospheric testing or during theoccupation of Hiroshima and Nagasaki. Project 112/SHAD participants. Veterans who served in the Republic of Vietnam between January 8, 2962 and May 7,2975. Veterans of the Persian Gulf War who served between August 2, 1990, andNovember 11, 1998. Veterans who served on active duty at Camp Lejeune for at least 30 days betweenAugust 1, 1953 and December 31, 1987 *. Veterans who served in a theater of combat operations after November 11, 1998 asfollows:o Currently, enrolled Veterans and new enrollees who were discharged from activeduty on or after January 28, 2003, are eligible for the enhanced benefits for fiveyears post discharge.o **Combat Veterans who were discharged between January 2009 and January2011, and did not enroll in the VA health care during their five-year period ofeligibility have an additional one year to enroll and receive care. The additionalone-year period began February 12, 2015 with the signing of the Clay HuntSuicide Prevention for America Veterans Act.**Note: At the end of this enhanced enrollment priority group placement time period, Veteranswill be assigned to the highest PG their eligibility status at that time qualifies for.* While eligible for