Patient Resources

Frequently Asked Questions (FAQs)

Frequently asked questions about our facility.

I was told by Mental Health to find a doctor that I want to see.
Go to www.tricare-west.com and search providers in the specialty (psychology, psychiatry, etc.) that you want. Choose a provider, then call Referral Management at 808-448-6754 so referral can be updated. Providers must be selected from the TRICARE website. This ensures that they are within the network.
I can't get an appointment for several weeks / months.
If this happens, look on the www.tricare-west.com website, and find a provider that is accepting new patients within your specialty. Contact Referral Management at 808-448-6754 so referral can be updated.
I scheduled an appointment with a doctor at another hospital; they say I need a referral.
A referral is needed for all specialty care. Specialty care is any care that is not by your primary doctor. It's important not to schedule appointments with a provider without first checking www.tricare-west.com or contacting Referral Management at 808-448-6754. This ensures the provider is in the TRICARE network, and that you have an active referral. Failure to do so could results in your having to pay all expenses.
I have questions regarding my benefit, is there someone I can talk to at the Clinic.
Yes. A beneficiary counselor is available. Please call: 808-448-6125.
How do I get a copy of my records?
Please go to TRICARE Online or stop by to fill out a request at Record's section on the first floor. It can take up to 30 days to get a CD copy, so please plan accordingly.

What should I do if I have a non-life-threatening health issue?
Call or visit your nearest Urgent Care facility if you have a non-life-threatening health issue. If you have a life-threatening health issue, call 911 immediately.
What should I do if I have a life-threatening health issue?
Call 911 immediately to get emergency care if you have a life-threatening health issue.
What should I do if I’m still unsure if I need urgent care?
You can speak directly to a health professional using the Military Health System Nurse Advice Line to assist you with your health concern by calling 1-800-TRICARE (874-2273).
Does Pearl Harbor-Hickam provide emergency care services?
No. Call 911 in case of an emergency.
Does Pearl Harbor-Hickam provide urgent care services?
Yes. Call 808-433-8850.

My child had a well visit within the last year. Can we backdate it for a school physical?
Yes! If the patient has had a well visit in the last 12 months, you may drop off the forms requested at the front desk, and we will notify you once the provider has signed off.
The provider put in a referral, but I haven’t received a call.
Our local Referral Manager may be able to assist; call 808-448-6754. If unavailable, and depending on if you're seeing a civilian or military provider, the steps may be different. Please visit TRICARE Referrals for specific guidance.
Where can I get my child’s medical records?
You can either request a copy from Medical Records or go to the MHS GENESIS Patient Portal and select 'Visit Summaries.'
How do I get my child’s test results?
The MHS GENESIS Patient Portal. If you can’t see the results, a provider or nurse has most likely not yet reviewed them. If providers find a negative result, we might not notify you. If it is a positive result, the nurse will contact you.
My child needs a medication refill.
Call the Pharmacy Refill line at 808-448-6241. (May need an appointment; some medications can't be refilled over the phone).
Can one self-refer to pediatric behavioral health?
Yes. If your child’s behavior is concerning, you can self-refer to any behavioral health location that accepts TRICARE. You don’t need a referral.

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