Access to Care Standards

Dear Madigan Army Medical Center patients and families:

During this time of national emergency as a result of the COVID-19 pandemic, Madigan is committed to ensuring it provides timely access to medical care for those who need it the most. We also are committed to protecting our patients from exposure to unintended illness resulting from exposure to others, so please call ahead to be triaged prior to accessing the hospital if you have COVID-19 symptoms or concerns regarding exposure.

If you think you have COVID-19, please stay home and take care of yourself, avoiding contact with others as much as possible. If you do have questions or symptoms (cough, fever, shortness of breath) you’d like to discuss with a healthcare professional, call the 24/7 Nurse Advice Line (NAL) at 1-800-874-2273, option 1, or visit MHSNurseAdviceLine.com for a web or video chat. Beneficiaries can also call the Puget Sound Medical Appointing Center at 1-800-404-4506, which can offer in-person appointments or virtual appointments with your provider team.

Madigan’s patients can also utilize the MHS GENESIS Patient Portal’s Secure Messaging feature to message their healthcare team. The MHS GENESIS Patient Portal puts you in control of your health care. It gives you secure access to your electronic medical record 24/7, and allows you to reach out to your Madigan health care team when and where it’s convenient for you. It's available on your computer, tablet or smartphone. For more information, visit our MHS GENESIS information page at: https://www.mamc.health.mil/patients/mhs-genesis.aspx

To ensure our healthcare professionals are poised to support an increased need for acute patient care, our primary care clinics are shifting to providing primarily urgent and virtual access. As a result, Madigan is delaying care for selected routine needs such as well-child visits not requiring vaccines, well-woman exams, and annual/sport physicals. Any currently scheduled visits for these reasons will be cancelled and then rescheduled once operations normalize. You will be called if your appointment has been affected. Military medical readiness activities are being reviewed daily in conjunction with First Corps and those that are necessary will continue as scheduled.

Requests for medication renewals, laboratory results, radiology results, respiratory symptoms, and urinary tract infection symptoms will be booked as telephonic virtual visits. These visits will be conducted over the phone by a clinic provider or nurse using approved triage protocols. All virtual appointments will be booked as normal and a member of your provider team will call you within 2 hours of your appointment time. If the decision is made that you require a face-to-face visit, one will be provided to you at the time of the call. There may be other healthcare needs or concerns that our staff will facilitate through telephonic virtual visits as appropriate.

Routine referrals for specialty care are still being processed, but the initial specialty appointment will not be booked until operations normalize. We understand this is outside of the 28 days access to care goal, but we are delaying routine appointments in specialty care to limit healthy patient’s exposure, and also protect our most vulnerable “at-risk” patients. Network providers are executing the same changes for routine specialty care. In some instances, specialty clinics may decide to conduct the initial appointment virtually and will be reaching out to the patient to coordinate this process. The timeline for urgent referrals and appointments have not changed.

We are requesting that you defer all non-urgent care (i.e. care for chronic medical conditions, orthopedic conditions more than 6 weeks old, etc.) until after this crisis has abated. If you do not feel you are able to safely defer care, we ask that you call the 24/7 Nurse Advice Line (NAL) at 1-800-874-2273, option 1, or visit MHSNurseAdviceLine.com We appreciate your understanding and support as we balance ongoing healthcare with our response to the COVID-19 pandemic. Your health and safety remain our top priority.

We will continue to take proactive steps, working alongside our military and community partners, to both contain the spread and mitigate the impact of the virus. As this situation is rapidly evolving, we will be sure to share any updates and appreciate your patience and support.

This hyperlink does not constitute endorsement by the United States Department of Defense, the U.S. Army, or Madigan Army Medical Center of this web site, or the information, products or services contained therein. For other than authorized activities such as military exchanges and Morale, Welfare and Recreation sites, the United States Department of Defense, the U.S. Army, and Madigan Army Medical Center do not exercise any editorial control over the information you may find at these locations. Such links are provided consistent with the stated purpose of this DoD Web site.

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