HomeMTFRandolphFrequently Asked Questions

FAQS

Frequently Asked Questions

Appointments


How do I make an appointment?


Call the Consult Appointment Management Office:

(210) 916-9900

6:30 a.m. - 4:30 p.m. on duty days

Best Times to Call: After 10 a.m., Tuesdays through Fridays


I still can't get an appointment, who do I turn to?


Contact the Wilford Hall Patient Advocate at 210-292-6688.

Community Relations / Media Relations


I'm a member of the media and would like to interview a medical expert from Wilford Hall. How do I go about arranging an interview?


Members of the media who would like to interview 59th Medical Wing personnel must first contact Public Affairs at 210-292-7703.

Credentials


How can I obtain credentials information on a staff provider (Credentialed/Privileged) who worked at Wilford Hall?


Call the 59th Medical Wing Credentialing/Privileging Office at (210) 292-6225 or send a FAX to (210) 292-7964.

Directions


How do I get to Wilford Hall?


Wilford Hall Ambulatory Surgical Center's address is 2200 Bergquist Drive, JBSA-Lackland, Texas, 78236. The main information line is (210) 292-7412.


When driving to JBSA-Lackland, you will be arriving on one of four major roads: I-10/Hwy90, Hwy 281, I-37, or I-35. There are two gates with Visitors' Centers: the Gateway East Gate and the Airman's Gate.


Arriving from the North on I-35, Hwy 281, I-10

When arriving in San Antonio, turn right onto Loop 410 West. Take exit #6 Del Rio/Lackland AFB. Turn left on Valley Hi and continue straight to the Airman's Gate. Continue on this street and you will cross over a bridge and come to a stop light. Turn left at the light and continue straight to Wilford Hall.


Arriving from the South on I-35 or I-37

When arriving in San Antonio, turn left onto Loop 410 West. Take exit #6 Del Rio/Lackland AFB. Turn left on Valley Hi, and continue straight to the Airman's Gate. Continue on this street and you will cross over a bridge and come to a stop light. Turn left at the light and continue straight to Wilford Hall.

Patient Information


Who do I call if I have concerns about patient safety and/or the quality of care provided at the Wilford Hall Ambulatory Surgical Center or another 59th Medical Wing treatment facility?


Please contact the 59th Medical Wing Patient Advocate at 210-292-6688 or 210-292-7827 (DSN 554-6688). The office is located in room 1E23 or 1E22; office hours are Monday through Friday from 7:30 a.m. to 4:30 p.m. 


You may also contact a patient advocate by paging 210-594-2937 Monday through Friday 8 a.m. to 4 p.m. 


Click here for more patient information.

Phone Numbers


Where can I find phone numbers for Wilford Hall departments and clinics?


Call (210) 292-7412 for the Wilford Hall information desk. Or, go back to our home page and click on the red text "Departments(Clinics)" along the top of the page; scroll down to the department or clinic you need.

Post-Graduate Medical/Dental Training Verification


How do I obtain verification of post-graduation medical and dental training (residencies/fellowships) completed at Wilford Hall?


To obtain verification of post-graduate medical training an individual completed at Wilford Hall, call (210) 292-5392 or send a FAX to (210) 292-3951.


To obtain verification of post-graduate dental training an individual completed at one of the dental clinics at Joint Base San Antonio-Lackland, call (210) 292-6258 or send a FAX to (210) 292-2618.

Records


How do I get a copy of a birth certificate of someone born at Wilford Hall?


For copies of birth certificates for individuals born at Wilford Hall Ambulatory Surgical Center:


The individual must go through the San Antonio Health Department, Vital Statistics Department. Their web site is http://www.sanantonio.gov/health/VitalStats-Main.html. Their phone number is (210) 207-8754.


How do I get copies of my medical records?


To obtain copies of medical records:


If the patient was seen at Wilford Hall during the last 5 years, they should call the hospital's Release of Healthcare Information Office at 292-5081. Their fax number is 292-7127.


Wilford Hall only keeps medical records for five years. After that, the records are retired to the National Personnel Records Center in St Louis, MO. The individual can request a copy by sending a signed letter to the following address: NPRC (MPR) 9700 Page St Louis, MO 63132


The NPRC will need the patient's name, the military sponsor's SSAN, place of treatment (Wilford Hall Ambulatory Surgical Center), dates of treatment, and what records are needed.


The NPRC's toll free phone number is: 1-866-272-6272


Individuals can access more information on the NPRC web site at: http://www.archives.gov/research/order/#other


How do I obtain copies of my dental records?


Dental clinics maintain their own records. Please contact your respective clinic for instructions on obtaining records:


Sick call


How do I get seen at sick call?


In an effort to improve customer service for our active-duty members seeking acute (within 24 hours) appointments, the Family Health Clinic at Wilford Hall Ambulatory Surgical Center has set aside active duty only acute appointments. These acute appointments replace the old "sick call" process for active-duty members.


This means Airmen no longer have to wait in line to obtain an appointment with a provider. Airmen should call the Consult and Appointment Management Office (CAMO) at 916-9900 for acute appointments in addition to administrative needs such as profile updates, medication refills, and questions for their providers.


All active duty will have priority for acute appointments from the hours of 6:30 a.m. until 8 a.m. If you are not able to make an acute appointment, you may leave a telephone consult with your provider and their nurse will return your call.


If you feel you are too sick to wait for an appointment , you will be able to be seen at the Urgent Care Center (UCC) at Wilford Hall Ambulatory Surgical Center. Click here for more information about the UCC.


Supervisors can exercise the option of allowing Airmen to stay home for up to 24 hours. According to AFI 41-210, 3.6.4, "Unit commanders and supervisors have the authority to grant up to 24 hours sick status at their discretion if a members illness/injury does not require MTF intervention. If the illness/injury persists beyond 24 hours, then the commander or supervisor must refer the member to the MTF for treatment and subsequent quarters authorization."


Conditions requiring a Duty Limiting Condition (DLC), previously known as a profile, will be initiated as appropriate during your appointment. It is not uncommon for a DLC to take up to five duty days to process. Updating a DLC is not considered to be an acute need and therefore will not be considered appropriate for an acute appointment. It is the member's responsibility to follow up with a provider if they have been placed on a DLC and the condition has not resolved. Please make follow-up appointments as needed prior to the expiration of the DLC. With that in mind, please allow enough time for the DLC to be processed especially if you have an upcoming PT test or are coming into your deployment band.


The health care team at the WHASC Family Health Clinic is committed to delivering the best care possible. Call (210) 292-3057 for more information.

TRICARE


How do I fill a prescription utilizing my military benefit if I cannot drive to a military installation?


There are two ways to fill prescriptions without driving to a military installation.


The most economical option is to use TRICARE Pharmacy Home Delivery. TRICARE PHD is a safe, convenient and low cost option to get maintenance drugs. You can get up to a 90-day supply, as opposed to a 30-day supply from a retail pharmacy. You save up to $176 a year for every brand name drug you switch to home delivery. Military pharmacies offer up to a 90-day supply of drugs at zero copay, but not all drugs are available. You can check with your local military pharmacy to see if they carry your prescription.


There are copays on formulary medications, which include generic and some brand name medications. Medications considered non-formulary by the Defense Department will cost more. More information is available at your local military pharmacy, a TRICARE office or online at https://www.express-scripts.com/TRICARE/index.shtml.


Starting Oct. 1, 2015, a new law requires all TRICARE beneficiaries, except active duty service members, to get select brand name maintenance drugs through either TRICARE Pharmacy Home Delivery or from a military pharmacy. Beneficiaries who keep using a retail pharmacy for these drugs will have to pay the full cost. Maintenance drugs are those you take regularly for a long time, such as drugs to control blood pressure or cholesterol. The law does not apply to drugs you take for a short time, like antibiotics, or generic drugs. Beneficiaries living overseas, or with other prescription drug coverage, are not affected.


What is TRICARE Pharmacy Home Delivery?


TRICARE Pharmacy Home Delivery is the most economical option for prescriptions. It is a safe, convenient and low cost option to get maintenance drugs. You can get up to a 90-day supply, as opposed to a 30-day supply from a retail pharmacy. You save up to $176 a year for every brand name drug you switch to home delivery.