Patient Resources


Late and No Show Policy

Late Policy

As an appointment-based clinic, it is imperative that our customers and clinic staff establish a cooperative partnership to adhere to appointment times. All clinics in the Department of  Primary Care will make every effort to see our patients in compliance with TRICARE standards.

We strongly encourage patients to arrive 10 minutes prior to their scheduled appointment time. This allows for completion of the nursing intake and time for your appointment. Patients who arrive more than 10 minutes late may be asked to reschedule.

If you cannot make your scheduled appointment, please reschedule by calling the call center (913) 684-6250, Monday -Friday 7 a.m.-4 p.m. during business hours. This will aid in timely patient flow, help decrease patient wait times, and allow other patients to book appointments.

No Show Policy

In order to provide the highest accessibility to our patients, we request patients call (913) 684-6250 during business hours Monday -Friday 7 a.m.-4 p.m. to cancel appointments rather than "no show". Your unused, canceled appointment may be used for another patient to gain access to care. Units will be notified of beneficiaries who demonstrate a pattern of failing to cancel appointments in a timely manner.


Patient Rights

Medical Care. You have the right to quality care and treatment. Your care and your treatment will be consistent with available resources and generally accepted standards. These standards include:
  • Timely access to specialty care
  • Pain assessment and management
Respectful Treatment. You have the right to considerate and respectful care. This includes recognition of your:
  • Personal dignity
  • Psychosocial, spiritual, and cultural values
  • Belief systems
Privacy and Security. You have rights to reasonable safeguards for your protected health information, including its:
  • Confidentiality
  • Integrity
  • Availability
Both federal law and regulation govern your rights. You also have similar rights for other personally identifiable information. This applies to electronic, written, and spoken form. These rights include your right to be informed—to the extent required by federal law and regulation—when privacy breaches happen.

Confidentiality Limits. Sometimes your provider must report sensitive disclosures that you make. These sensitive disclosures include:
  • Sexual assault or harassment
  • Domestic violence
  • Substance misuse or abuse
  • Intent to harm yourself or others
To make a report, your provider doesn’t need your permission or consent. But they should tell you about these limits on confidentiality before you make a sensitive disclosure to them during your visit.
Provider Information. You have the right to know your health care team. You can ask for their names and professional credentials.
Explanation of Care. You have the right to a clear, easily understood explanation of your:
  • Diagnosis
  • Treatment options
  • Procedures
  • Prognosis
Your provider will consider the exact needs of a vulnerable person when developing a treatment plan. A vulnerable person is a person who:
  • Has compromised decision-making.
  • Is otherwise unable to make medical treatment decisions.
If your provider can’t give information to you, your provider will share it with a designated representative.
Informed Consent. You have the right to necessary information—in non-clinical terms—to make informed decisions on:
  • Consent or refusal for treatments
  • Participation in clinical trials or other research investigations
This information must include:
  • Any and all potential complications
  • Risks
  • Benefits
  • Ethical issues
  • Potential alternative treatments, as may be available
You can find information on TRICARE network covered services on the TRICARE website.
Research Projects. You have the right to know if your military hospital or clinic wants to perform research that relates to your care or treatment. You can refuse to participate in a research project. And you can withdraw your consent for participation at any time.
You can also find information on cancer clinical trials on the TRICARE website.
Filing Grievances. You have the right to:
  • Make recommendations.
  • Ask questions.
  • File grievances.
To do this, you can reach out to the patient relations representative or the Patient Relations Office. If your concerns aren’t resolved, you have the right to call The Joint Commission at 1-800-994-6610. You can also file a complaint online.
Safe Environment. You have the right to care and treatment in a safe environment.
Military Hospital or Clinic Rules and Regulations. You have the right to be informed of rules and regulations that relate to patient or visitor conduct.
Transfer and Continuity of Care. When medically permissible, you may be transferred to another:
  • Military hospital
  • Military clinic
  • Private sector facility/provider
When medically permissible, you may be transferred to another military hospital or clinic only after you’ve received complete information, an explanation about the need for the transfer, and any alternatives.
Charges for Care. You have the right to understand the charges for your care and your obligation for payment.
Advance Directive. You have the right to make your health care wishes known. This includes when you may be:
  • Unable to communicate
  • Unable to make decisions for yourself
Chaperones and standbys. You have the right to a chaperone or standby during physical exams and treatments. You can request a different chaperone or standby. For example, you can request someone of a different sex. When possible, military hospital or clinic staff will try to honor your request or help you reschedule your visit. You should keep in mind that there may be some emergency situations when urgency requires an exception to having a chaperone or standby present.

Patient Responsibilities

Maximize healthy habits. You should exercise, avoid smoking, and maintain a healthy diet.
Providing Information. You’re responsible—to the best of your knowledge—for providing accurate, complete, and up-to-date information about your health. This includes:
  • Complaints
  • Past illnesses
  • Hospitalizations
  • Medications
  • Other health matters
You should let your provider know if you understand your diagnosis, treatment plan, and prognosis. If not, let your provider know you have questions.
Respect and Consideration. You’re responsible for being considerate of the rights of staff and others. You should respect the property of others and of the military hospital or clinic.
Adherence with Medical and Dental Care. You’re responsible for following your medical and nursing treatment plan. This includes follow-up care that your provider recommends for you. You should:
  • Keep your appointments.
  • Be on time.
  • Tell your provider in advance if you can’t keep your appointment.
You’re responsible for your actions if you refuse treatment. You’re also responsible for your actions if you choose not to follow your provider’s instructions.
Medical Records. You’re responsible for returning your medical records to the military hospital or clinic. Your records will be filed and maintained. Your medical records for care at a military hospital or clinic are the property of the U.S. government.
Military Hospital and Clinic Rules and Regulations. You’re responsible for following rules and regulations that affects patient care and conduct.
Refusal of Treatment. You’re responsible for your actions if you refuse treatment. You’re also responsible for your actions if you don’t follow your provider’s instructions.
Health Care Charges. You’re responsible for promptly paying your health care charges.
  • If you have other health insurance, you must tell the military hospital or clinic.
  • Follow the rules of your other health insurance. This includes referral and authorization rules.

Healthcare Resolutions


The Healthcare Resolutions Program can help resolve clinically complex issues in a private and neutral setting.  

Patient Issues

Healthcare Resolutions can help resolve issues with health care, such as:
  • Dissatisfaction with treatment results or quality of care
  • Unexpected/adverse outcomes of care
  • Sentinel events
  • Medical errors
  • Misdiagnosis or delays in diagnosis
  • Unexpected death
  • Inability to communicate well with providers


The goals of Healthcare Resolutions are to:
  • Resolve complex health care disputes, issues, and concerns at the lowest level, directly and at the earliest opportunity.
  • Ensure a fair resolution process for all parties - patients, health care providers, and the military treatment facility.
  • Combine patient, family, and provider input into process improvement initiatives and enhance patient-provider partnership in care delivery.
  • Promote organizational clarity and integrity, including training providers in disclosure techniques.
  • Share any unexpected outcomes of care openly and honestly, including system weaknesses, with patients and families.
  • If weaknesses are found, we will change and improve processes and functions. This is consistent with our role as a high-reliability organization.

Guiding Principles 

  • Confidentiality. Your identity is never shared without your permission.
  • Neutrality and Impartiality. We do not take sides in a dispute. Healthcare Resolutions aims to achieve the best possible outcome for all.
  • Independence. We operate across all levels of the MTF and will address any party about issues needing their attention.
  • Informality. We use candid and direct problem-solving processes to resolve disputes. Using the Healthcare Resolutions Program does not limit your right to pursue formal or legal processes.

How does the Healthcare Resolutions Program help resolve issues?

  • Conducts informal fact-finding, facilitates open communication between parties, and offers fair and equitable solutions
  • Communicates with patients and providers about quality of care issues; may enable mediation sessions with patients and providers
  • Negotiates and reasons to analyze situations; recommends appropriate actions for solutions, while ensuring that all parties understand their options and the processes involved
In some cases, the MTF leadership is informed about developing issues, while staying confidential and neutral. 

Who can use the Healthcare Resolutions Program?

The Healthcare Resolutions Program is available to all patients, beneficiaries, next of kin, and health care personnel assigned to the facility. We accept referrals from any beneficiary or staff member experiencing clinically complex patient care issues. For more information or to schedule an appointment, contact our office. 

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DHA Address

7700 Arlington Boulevard
Suite 5101
Falls Church, VA 22042-5101

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Office 937-656-3818
Cell 937-956-1217
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