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Our reorganization is about enhancing medical readiness and trusted care

  • Published
  • By Col. Christian Lyons, 20th Medical Group Commander
SHAW AIR FORCE BASE, S.C. --  The 20th Medical Group is undergoing a functional reorganization to improve operational medical force readiness and the overall health of all armed forces members, all while ensuring the delivery of top quality healthcare to all of our beneficiaries.

Overall, the intent is to improve beneficiaries’ access to care, the experience of care, and future health care needs. Most importantly, the reorganization is focused on helping our Air Force meet and maintain the highest state of medical readiness with a heightened posture of care for the fighting force.

This medical reorganization was formally directed by Secretary of the Air Force Heather Wilson and Air Force Chief of Staff Gen. David L. Goldfein in their Medical Reform Memo, Feb. 11.

The hallmark of our reorganization will be the creation of an “Active Duty Clinic” and a “Family Member and Retiree Clinic” for primary care.

This will allow our providers to focus on the medical readiness needs of our fighting force, allow interventions to encourage quicker return to work and full readiness status and tighten communication with line squadron leadership.

For our family members and retirees, care teams will not have the same time-consuming, military administrative requirements and therefore, will be able to provide improved access to care with more appointment options.

One of the other features of the reorganization involves flattening our administrative structure to shift personnel clinical roles and enable greater focus on patient care.

Guidance for this transition is based upon a pilot study performed at Mountain Home Air Force Base, initiated in February 2018. The study realized improved individual medical readiness for Airmen, quicker medical evaluation board identification and processing, faster return to duty and better care availability for service members and family members alike.

This reorganization is also a significant first step in the evolution of the Military Health System as our 20th MDG will fall under the Defense Health Agency on Oct 1. DHA will maintain functional responsibility for the provision of care that occurs in our military treatment facilities while the Air Force will still maintain the responsibilities for readiness. Therefore, this reorganization aligns well with the needs of both parent authorities.

This transition solidifies the integrated operational support the 20th MDG has been developing over the past year. By assigning each active duty clinic medical provider specific units and allowing time for them to meet with commanders and their respective squadrons, our medical personnel form closer relationships, build a better understanding of each unit and establish constant communication with the unit to better understand both Airmen and mission needs.

During this transition, you will likely notice a change in your primary care manager; however, it is important to know that access to care and the quality of our care will not be negatively impacted.
Our goal is that following this transition, you will have a more coordinated care experience, improved access to care and a better understanding by your medical provider of your overall healthcare needs.

For our active duty personnel, one of the most important additions to our medical group’s services will be the addition of an all active duty sick call clinic (check in at 7 a.m. to 7:30 a.m.), Monday through Friday.

This clinic will enable improved access for acute conditions affecting the members of our fighting force similar to an urgent care facility. However, this clinic will not address chronic issues or administrative needs, such as follow-up exams or profile updates.

Here are some common questions regarding our Medical Group’s Re-organization:

1) Will I have a change in my PCM?
Answer: You may have a change in your PCM as we align our new clinical construct. If so, you will receive a notification of the PCM change by mail and/or via Tricare Online Secure Messaging.

2) How can I obtain an appointment or contact my PCM and care team?

Answer: You may call our appointment line at 803-895-CARE (2273). If a convenient appointment time and date is not available, you may request a telephone consultation with your provider. You will receive a return call within 24-48 hours from your care team. However, one of the best ways to access your care team, review your records, and gain access to additional services is through the

Tricare Online Patient Portal. We highly encourage you to register for this service - it is quick, easy, and convenient! Please visit: app.tolsecuremessaging.com/welcome.aspx

3) Are there other ways that I can acquire care from the 20th MDG without an appointment or without having to go to urgent care?

Answer: Yes. Starting March 4, we are starting an active duty sick call clinic from 7 a.m. to 7:30 a.m. hours. Active duty members may report to the clinic without an appointment for urgent care needs. However, chronic or non-acute issues will still require an appointment.

Also, our beneficiaries can visit our Pharmacy for a walk-up, Over-the-Counter Clinic to acquire medications and support for common cold symptoms.

Finally, the Nurse Advice Line (1-800-TRICARE (874-2273), Option 1) is available for 24/7 access to a nurse who can provide care recommendations – and who can even provide a sick slip, if warranted. Also, our beneficiaries can engage in a web chat or video chat with the nursing staff at www.MHSNurseAdviceLine.com

4) Is the medical group disenrolling my family members with this re-organization?

Answer: No. All family members and retirees currently enrolled will stay enrolled to the facility, but these beneficiaries will be seen by our Family Member and Retiree clinic. In the future, we hope to offer enrollment to more beneficiaries at our medical group once the re-organization reaches full operational capacity. This was a benefit realized in the Mountain Home AFB pilot study.

5) Do I need a referral to be seen at an off-base urgent clinic?

Answer: For active duty personnel, yes - a referral is required. This is especially important to track the care implications to military readiness. However, a referral is not required for our family members and retirees.

Our ultimate goal is to further our focus on Airmen’s medical readiness and trusted care – and it will be a great step forward in continuing our journey to becoming the highest-performing health care system which provides all of our beneficiaries the trusted care they need and deserve: the right care, at the right time, in the right place.