Strong care care coordination between VA and community providers ensures Veterans receive timely, high-quality care. VA’s care coordination model is a Veteran-centered, team-based approach to assess and meet the needs of Veterans. The goal is to provide Veterans with seamless care either at a VA facility or a community provider.
The VA care coordination model with community providers involves five steps:
- Receive request for community care: The VA facility community care office or staff receives a request for community care from a VA provider or community provider. This request may be triggered from a new Veteran visit, receipt of a referral, or an inpatient admission/readmission. Referrals and authorizations for community care are managed through the HealthShare Referral Manager.
- Assess Veteran needs: The VA facility community care office or staff determines the appropriate level of care coordination for each Veteran using clinical judgment and by assessing the Veteran’s needs and preferences.
- Develop care coordination plan: Community providers and the VA facility community care office or staff develop a care coordination plan including scheduling, navigation, and other follow-up activities.
- Implement care coordination plan: VA’s integrated care team shares necessary documents and information regarding the Veteran’s care through Community Viewer or Virtru Pro.
- Follow-up and complete episode: The VA facility community care office or staff will follow up with the Veteran to ensure all services were performed appropriately, perform any necessary handoff, and close the consult.
VA has several tools available for community providers that help support the continuity of care Veterans receive, including HealthShare Referral Manager, Community Viewer, and Virtru Pro.
HealthShare Referral Manager (HSRM) is an electronic community-wide health record VA uses to generate referrals and authorizations. HSRM allows VA and community providers to better manage community care referrals and authorizations. It uses a standardized referral and authorization process based on clinical and business rules.
HSRM reduces turnaround time for processing referrals, providing care, submitting claims, and receiving payment. Community providers can access HSRM to manage referrals assigned to their network, improving information sharing such as:
- Recording an appointment and patient contact information
- Uploading medical documents
- Documenting services provided to Veteran
- Tracking communication with the Veteran
Screenshot of HSRM referral details
Access to HSRM
VA is currently in the process of deploying HSRM and it is not yet available for community providers to access. This page will be updated once HSRM is online with instructions to sign up and begin using the system.
Frequently Asked Questions about HSRM
Training and deployment dates will be provided by VA once they are available. E-learning courses and training documentation will be available for community providers on the Public Health Foundation Training Finder Real-time Affiliate Integrated Network (TRAIN), VA’s external learning management system. This provides valuable Veteran-focused and accredited continuing medical education at no cost to community providers.Training Finder Real-time Affiliate Integrated Network (TRAIN)
No, HSRM will be provided at no cost to community providers. It is a web-based application that simply requires internet access. VA purchased HSRM because its user-friendly and streamlined interface makes the community provider/VA partnership easier and more convenient.
No, community providers do not need to be part of the Community Care Network (CCN) to use HSRM. Once HSRM is online, VA encourages all community providers who serve Veterans to use it for all episodes of care.
Yes, VA can refer a patient to a community provider who is listed in VA’s Provider Profile Management System (PPMS) by using the offline referral form in HSRM. VA facility community care staff create the referral in HSRM and then print and send it to the provider, manually. The provider’s preferred method of communication (e.g., fax, email) is logged in HSRM under the notes field for reference.
Community Viewer (CV) is a web-based application that allows VA staff and community providers to view a Veteran's electronic health record using a web browser. CV allows users to easily view existing VA consults, orders, progress reports, and other relevant health information when providing care to an assigned Veteran. It does not require any software installation and is accessed with a user name and password provided by VA.
Access to Community Viewer
To request access to Community Viewer, email the Community Provider Technical Service Desk. When requesting access, please have the following information available:
- Provider first and last name
- Provider email address
- Provider phone number
- State in which provider practices
- Group/Practice name
- Group/Practice address
- Provider network affiliation (TriWest, PC3, etc.)
Once you have been approved for CV access, you will receive a user name and password which will allow you to log into CV to view the Veteran’s VA health history. VA staff provides these credentials the first time a Veteran is assigned to a community provider.
Website: Community Viewer Login
Frequently Asked Questions about Community Viewer
The Community Viewer Project Team is available to conduct demonstrations for community providers. Email the Community Provider Technical Service Desk to request a demo.
A link to training for community providers is located in the Resources section below along with links to other product-related information such as a user guide, fact sheet, etc.
Yes, there are multiple avenues of support available to community providers. You can email or call the Community Provider Technical Service Desk for support.
Local VA facility community care offices and staff use the Community Care Provider Management (CCPM) menu to manage community provider access.
Yes, CV requires you to create a separate email address/user ID for each group or organization with which you are affiliated.
No, neither VA staff nor the community providers can print patient records due to HIPAA concerns and compliance.
Community Viewer Contacts
Community Provider Technical Service Desk
Virtru Pro allows VA to securely exchange information with community providers using encrypted email. With Virtru Pro, community providers no longer have to wait for a Veteran’s information via fax or mail. Virtru Pro enables safe communication about Veterans’ health information through email.
How Virtru Pro Works
Virtru Pro allows community providers to access Veteran information directly through email. Only the intended recipient of the email can decrypt and respond to secure messages. This allows community providers to use their existing email account without installing software, using portals, or creating accounts.
Access to Virtru Pro
To access Virtru Pro, you do not need to install any software to be able to receive and reply to secure messages from VA. Virtru Pro is accessed directly through email in the same way you receive other emails. Within your email account, a Virtru-secured email will appear in the same format as a regular email. Only the intended recipient of the email is able to decrypt and respond to the message. To reply, you just have to follow a couple of steps to authenticate that you are the correct recipient.
Frequently Asked Questions about Virtru Pro
You can use both! To access CV, you must have a user name and password. You can use Virtru Pro to provide this information securely. More information about Community Viewer can be found above.
No, at this time Virtru Pro should not to be used to submit prescriptions to a pharmacy.
No, you will only be able to securely reply to VA-initiated emails, including the ability to add attachments. Virtru Pro offers several free email extensions and apps for encrypting an email. Other software may need to be installed and licenses may be required for recipients to send unsolicited emails to VA. If you have questions about obtaining Virtru Pro, please contact Virtru Pro Support.
Virtru Pro Support: firstname.lastname@example.org
This is by design to protect the security of your message. When the replies are sent using the Secure Reader only the response will be provided. If the response is sent using one of the free email extensions or apps to reply to a message, the full message thread will be provided.
First, please try to resolve this problem by reviewing the Reading and Responding to a Message Protected by Virtru instructions on the Virtru website.
Reading and Responding to a Virtru Secure Email
If this does not resolve the issue, please email the VA Virtru Project Team and include your contact information. Please do not include any personally-identifiable patient information in your message.
VA Virtru Project Team: VA.Virtru@va.gov
No one at VA or whomever VA contacts using Virtru Pro should ever receive this type of message. Please report this issue to the VA Virtru Project Team.
Virtru Project Team: VA.Virtru@va.gov