Nurse Advice Line and after-hours medical care

  • Published
  • By John Osment and 1st Lt. Patricia Kodis
  • 341st Medical Support Squadron
MALMSTROM AIR FORCE BASE, Mont. --  As many may be aware, the Nurse Advice Line was implemented throughout the Department of Defense several months ago.  While the 341st Medical Group truly believes in the concept behind the NAL, which is to provide our beneficiaries with health care guidance from a trained medical professional in non-emergent situations 24 hours a day, we understand many have experienced significant issues since its implementation. 

Specifically, there have been excessive wait times and patients have been directed to health care outside the local area. We value the trust you place in us to handle your family's medical issues and are concerned about the health care you receive in our name. 

It is for these reasons, effective immediately, the 341st MDG leadership has ordered the Nurse Advise Line no longer be required when seeking acute care during our normal duty hours. (After hours procedures have not changed.)  

To schedule an acute appointment during the duty day, contact the medical group appointment line at 406-731-4MED (4633), select option 1 for appointments, then the option for the clinic you would like to be seen in. 

Individuals may still choose, as an option, to speak with the Nurse Advice Line if they are unsure if they need to be seen or have questions related to home care. Dial 406-731-4MED (4633), select option 1 for appointments, then option 6. 

We will continue to work with the NAL team to improve their responsiveness and functionality. 

Once we feel it is a valuable resource for you, our customer, only then will we reevaluate our acute care processes and our utilization of the NAL. 

If you do choose to seek advice from the NAL during normal duty hours and experience 30 minute or longer wait times, are told to seek care out of the area, or experience any other difficulties, we would like to know. 

Only with your help in identifying issues can we influence changes in the health care you receive. Email any issues to 341MDG.PA@us.af.mil. 

The 341st Medical Group understands many have had questions lately about seeking medical care after hours.  We hope the following questions and answers will help with your concerns.

Q:  How do I seek care between the hours of 4:30 p.m. and 7:00 a.m., and on weekends or holidays?

A:  If you are experiencing a life-threatening condition, call 911 or report directly to the nearest emergency room.  If your condition is less serious, but still requires attention, call 406-731-4MED (4633) for advice or authorization prior to seeking health care. 

Your call will be transferred to the Nurse Advice Line where you will speak to a registered nurse.  The nurse will be able to help you determine the best course of action - urgent care or home care.  If urgent care is needed, you will be given authorization to be seen at an urgent care center. 

Q:  What is a "life-threatening condition?" How do I know if I should visit the emergency room or an urgent care center?

A:  A life-threatening condition is anything that may cause loss of life, limb, eyesight or undue suffering.  Critical conditions that require an ER visit include, but are not limited to chest pain, difficulty breathing, severe bleeding, head trauma, loss of consciousness and sudden loss of vision or blurred vision. 

Other conditions that may require attention are minor burns or injuries, sprains, strains, coughs, colds, sore throats, ear infections, allergic reactions (non life-threatening), fever or flu-like symptoms, rash or other skin irritations, mild asthma and animal bites. These are best seen in the urgent care center.  Using an urgent care center when available for non-emergent issues will decrease your wait time and free up the ER to handle more serious situations.

Q:  What if I experience difficulties with the NAL?

A:  The NAL is a Department of Defense-wide program that was initiated on a national level.  We understand many people have had difficulties with the NAL and experienced excessive wait times or have been directed to care outside the local area. In order for us to improve the NAL, we need your help. 

We have heard your concerns, changed our normal duty-day processes, and continue to work hard to monitor the NAL and inform our Air Force consultants of the difficulties you are experiencing.  

If you experience wait times of 30 minutes or longer, are told to seek care out of the area, or experience any other concerns, email issues to 341MDG.PA@us.af.mil.  Only with your help in identifying issues can we influence changes in the health care you receive. 

Q: Sometimes I hear tones on the phone like someone is dialing when I select an option on the medical group's telephone system.  What is this and how can I fix it?

A:  On occasion, our automated phone system has a short input period in which to process your selection from the menus.  If you hear a tone being dialed back in your phone, the most likely cause is from holding down your option key for longer than the input period. 

If you quickly press your selection button and do not hold it down for longer than one second, your input should process properly.  When we transfer your call out of our system and into another, you may hear several moments of silence while your call is being transferred. Please do not hang up.