CRANBERRY TWP — A town hall Thursday night at Cranberry Township VA Outpatient Clinic introduced citizens to available VA services — and VA administrators to citizen concerns.

Robert Kling, Butler VA program manager, spoke about the MISSION Act, which provides veterans with greater access to health care facilities and medical services inside and outside the VA system.

Providers that are “in network” can treat veterans under VA terms and conditions.

“Right now, all the local (providers) are in network,” Kling said.

This list changes frequently, however. Veterans can access compatible providers on the VA website.

Veterans at the town hall asked for clarification of “urgent care” versus “emergent care” visits. Veterans may not have a doctor referral before needing immediate medical assistance. Deciding the appropriate level of care is then the responsibility of the individual.

“If you feel that there is risk to your life or very serious bodily harm … that's emergent care,” Kling said.

Cases where a veteran has symptoms like minor cuts, the flu or a fever would warrant an urgent-care visit. Butler VA Health Care System Chief of Staff Dr. Jo-Anne Suffoletto put it another way.

“The VA would pay for what a layperson would consider to be an emergency,” Suffoletto said.

This wasn't always the description used for urgent versus emergent situations, according to Suffoletto.

She said the qualifier was developed after too many veterans opted for urgent-care facilities while experiencing serious symptoms, like chest pains.

Suffoletto told veterans they should err on the side of emergency if they aren't sure what level of care they need.

“It's better to be in a higher level of care,” Suffoletto said, “than to be in a lower level of care and end up having to be bundled and shipped (to the ER).”

Veterans can file a claim with the VA after receiving immediate medical attention. Kling said the VA should be notified of treatment with 72 hours for care to be treated as if it's VA-authorized.

“They're going to err on the side of the veteran,” said Sharon Coyle, Butler VA interim director.

Veterans asked why electronic VA medical records can't be accessed directly by community health care providers.

“It's not a free-flowing exchange,” Suffoletto said, “at this point.”

Veteran Jim Poole Jr. sees a breakdown in communication between VA facilities and outside providers. While he has been able to benefit from VA coverage, it's not always easy to access information.

Poole said he has had trouble getting his medical records sent from his private health care provider to his VA provider.

“I know you guys are not hooked up,” Poole said. “Where do we send (information) to?”

Kling said most information goes to a specific division of Butler VA, though secondary private insurance can complicate things. Some outside providers can be trained on certain VA programing, but this is not a wide-spread solution.

Communication issues will feasibly be resolved in the future via interfacing: Medical records software used by outside providers like UPMC would communicate directly with VA software.

“It's like anything else, softwarewise,” Kling said. “They have to be speaking the same language.”

Kling said officials on both sides have discussed such a move, but there's no official timeline.

Ralph and Audrey Verdu attended the town hall to learn about medical services available to Ralph. Accessibility to program information is imperative, according to the Verdus.

“I thought I knew very little about the VA,” Ralph said. “Turns out, I know nothing about the VA.”

Veterans are prioritized by service and need, among other things.

Still, many resources are available for all veterans — and their families. As a veteran's wife, Audrey also is eligible for certain services.

“This is very important,” Audrey said. “I need to know what's going on.”

VA officials stressed the importance of veterans using the federal medical resources available to them. VA facilities get funding based on the number of “active” patients they serve. Being active is as simple as going to the VA for a physical.

“If you come and do a physical, the VA as a whole gets money for you as a veteran,” Coyle said. “So even if you don't need it, everyone else here in this room benefits.”

Butler VA has helped 26,946 veterans within the last year, according to Butler VA Outreach Coordinator Ron Collett.

Annual physicals also unlock things such as free hearing aids and prioritized access to vaccines.

VA staff is available to discuss medical options for local veterans. Butler VA can be reached at 800-362-8262.

Veterans can call the registered nurse hotline for assistance at 888-598-7739.

The VA website www.missionact.va.gov also provides information and resources for veterans.