What is Telcare? Telcare, 1-888-838-7890, is a toll-free medical advice line for veterans. It is a program of qualified professionals (registered nurse, pharmacist, social worker, patient advocate) who will speak to you directly to answer your health care questions 24 hours per day, 7 days per week (including weekends and holidays) throughout the VA Healthcare System Upstate New York. When possible, please call us before you go to the Emergency Department. What can Telcare do? Assist you and your family members with questions and concerns about your health Advise the proper course of treatment based on the urgency of your symptoms using VA- approved guidelines Provide education regarding diseases and medications Clarify pre- and post-procedure instructions Clarify/explain inpatient hospitalization discharge instructions Telcare Can Not: Give lab, X-ray or other special test results. Your provider will give you that information via phone or letter Schedule or cancel routine appointments Transfer calls to other hospital departments, inpatient rooms or your primary care provider Give out telephone extensions/numbers Request refills from the pharmacy Schedule specialty appointments (cardiology, orthopedics, audiology, etc.) Enroll patients into primary care Provide authorization for payment of services provided by non-VA facilities (including ambulance transportation) Provide or fax patient records to non-VA facilities Medications, tests and special procedures can be frightening if you don’t understand them. Call Telcare for further explanation — we can help.

Frequently Asked Questions How do I know my doctor will get the message I leave? The Telcare nurse will answer your call and notify your provider about what action has been taken. We can also let your provider know about questions that cannot be answered or problems that cannot be resolved. We do this by sending a progress note to your provider, which becomes a part of your medical record. Why is the wait to speak to a nurse so long? More than 12,000 veterans, their families and other health care providers call us per year. Our lines are very busy so please be patient. We will answer your call. If you are in the midst of an emergency, hang up and dial 911! Why should I call Telcare? The Telcare staff may be able to take care of your problems over the phone. You may not need to make a trip to the Medical Center Emergency Department. If you have questions about health care benefits or eligibility, contact the Veterans Service Contact Center at 1-888-823-9656.

Veteran Services

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