If your VA facility doesn’t offer a specific service, and if you can’t get an appointment in a timely manner, you may be eligible for community care.
As a Veteran, you have more choices than ever when it comes to your health care. Your appointment can be in-person at a VA medical center, or you might choose to meet with your VA provider through a video appointment or over the phone. You may also be eligible for care with community provider.
Overview of community care
With community care, eligible Veterans have access to a network of more than a million community providers across all 50 states and U.S. territories. Community care supplements the VA health care system so Veterans can receive care through community providers when VA can’t provide the care you need, when or where you need it.
Here are two examples where you could be eligible for community care: (1) When VA doesn’t provide a specific type of care or (2) when you have to drive too far or wait too long to get care with a VA provider.
In most cases, you must receive VA approval before receiving care from a community provider. Check with VA staff, such as your the local Referral Coordination Team, to understand all of your potential options including community care.
How to determine eligibility for community care
You may be eligible for community care if you meet any of the following six criteria:
- You require a specific service your VA health facility does not provide
- You live in a state or territory that doesn’t have a full-service VA health care facility
- You previously qualified under the 40-mile distance requirement and remained qualified on June 6, 2018, and you still live in a location that would make you eligible under these requirements
- VA can’t provide the care you need within our access standards for drive and wait times
- You and your VA provider agree that getting care from an in-network community provider is in your best medical interest
- VA can’t provide the service needed in a way that meets our quality standards
Setting up an appointment and finding a community provider
First, check with a member of your VA care team to find out if you’re eligible for community care.
After community care eligibility is confirmed, there are two options to schedule an appointment with a community provider:
- Coordinate with a VA staff member to schedule an appointment for you, or
- Schedule an appointment with the provider directly by using VA Online Scheduling to request an appointment.
Learn more about VA Online Scheduling.
Reinforcing VA’s commitment to care
VA continues to expand the ways you can access care, either directly from VA or through VA’s network of community providers. This includes in-person care at one of nearly 1,300 VA medical facilities (primary, specialty, urgent, emergency), 24/7 access via VA’s clinical contact centers, video appointments from a nearby VA clinic, or using a Veteran’s personal smart phone, tablet or PC for virtual access to VA’s medical experts across the country.
“We are providing more care to Veterans than ever with significant progress in modernizing access to care, and that starts with the right people, processes and technology,” said Dr. Miguel LaPuz, assistant under secretary for Health for Integrated Veteran Care. “Our mission is to ensure timely access to world class health care regardless of location or the way you choose to get care—in-person, over the phone or video appointments, at VA or in the community. We know we still have much work to do. We are always looking for ways to make improvements. Our priority is to provide the soonest and best care for Veterans.”
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I can’t believe you would actually provide such false information. I have been using Community Care for my Dental needs for over five years. I have been waiting two and a half YEARS for the VA to approve my request to get my teeth cleaned. Two and a half years. Is that length of time within your “acceptable” wait time? The Optum Community Care scheduler told me my dentist needs to use the same referral number as was previously used to fill a cavity. This is not correct. She refused to provide an authorization for a cleaning. I served 32 years and retired from active duty as over 100% disabled, total and permanent. I know I am relaying my personal experience, but it DOES relate to this article. Please do not print lies. Community Care is apparently non-existant. I have NEVER, EVER been able to get an appointment at a VA Health Care Center nor at a Community Care Provider within six months after requesting an appointment. Three years and STILL waiting for a dental cleaning. Totally unacceptable, period. I’ll try again to reach a patient advocate but I don’t expect positive results from that course of action.
I’ve been dealing with community care for nearly four months for dental work. My dental clinic told, Me to go to a civilian dental clinic about a month ago. They sent the results of my exam to VA and I’ve been calling trying yo see what’s taking so long to approve the work. My teeth has been killing me for four months that doesn’t make any sense when you serve 20 years in the army and become a100% disabled veteran. This problem started almost four months ago Going back and forth to the VA dental clinic because of the pain. They told me there wasn’t anything they could do for me except send me out on the economy. The economy finally got I touch with me made an appointment did sn exam notified CA and now we’re at a stand still got a month now since my appointment with them. What am I yo do next my mouth is hurting so bad for four months
I tried to get an off base provider. I am a tircare n
Medicare I felt like a 2nd class citizen. Medicare referral line was a mess. I went back to base n waited for a appointment. I have always loved going on base I am Prepared to wait .
On March 14; 2023 Dr. Sanchese during my visit requisted that I see the VA podotrist and I could not get themon the phone after leaving several mesages which they stated that I would get a call back within 24 hours. I never recievied a call back. Eventually I was told to go to Reisterstown Podotry which I did. They did not have the form to request my shoes and compression stockings. The next day I got thru to patiance advocaty and they sent me the form which I took to the Reisterstown Podotry office. I recieved a call last week from Community Care who told me they would follow through and obtain the paper work so I could get the shoes and stockings and that she would call me back. I still have not recieved a call back and do not have any idea as to when or if I will get my shoes and stockings. In the past with an in hous podoti=trist the process took about a month. Now this has been over six months. I would appreciate any help you can give. Thank you
In emergencies most veterans don’t know what to do when they need hospital care not knowing how the bill would be paid. I told the hospital I was a veteran and still got a 14,000 dollar bill.
I have had community care for 2+ years. I am 65 miles from a good sized VA general hospital so it helps a lot with gas prices being what they are. I just had open heart surgery in May, and between Medicare, VA, and Tricare, I never saw a bill. community Care has been essential for me as I live on SS and a SMALL military pension.Don’t tell me our government doesn’t do some things right. Thanks to the late Senator John McCain, and Joe Biden.
Whoever wrote this article has not had to use community care. Need to see a community care doctor in less than 2 months? Nope, I have to plan 2-3 months ahead. Need to have a family care doctor? Nope, I have to do a video call with my VA primary care doctor instead. Need x-rays or blood tests? Nope, I would need to drive to the nearest VA hospital. Need glasses? Nope, VA approved me for CC eye exam, but I would have to drive to the nearest VA hospital to get glasses. Not to mention my VA primary care doctor keeps asking me why don’t I just make the long drive or use medical insurance.
Community care in DC is very hard to get in contact with at times.
Don’t waste your time trying to get Community Care in Ponca City Oklahoma. I have to go to Kansas to get Community Care and then I may as well drive the 90 miles to the VA Hospital in Oklahoma City…
Ha Ha, you mean “ask a member of your care team and watch them ignore it (like everything else we ask for”, right?
I am very grateful that information is provided for all VA Veterans of that need the care and further information of various activities that are taking place. It is good to know that the VA is watching over us.
Finally reached a rep with CC. They had me jumping through so many hoops I just gave up.
CC is a joke on Veterans. I had been approved for CC for physical therapy that was necessary after cancer surgery on my leg in the groin area. Much of the muscle in my thigh was removed. The day before I was to start, CC canceled my appointments at PT. The explanation was that I was inside the forty mile radius. This was great but I was not able to drive. They never spoke to me prior to the cancellation. It took anothe month to get more appointments for PT. After going for two months and just beginning to make some good progress it was canceled again. I haven’t been able to resume in slight of many unreturned calls. They never answer the phone or call back. CC is obviously not being run the way it needs to be. Management sucks and so does the staff.
How do I volunteer? Phd in psychology, worked 27 + years with children and family’s, served 3 years 1950 to 1953
The VA Locator which has the database of different specialty VA Community Care Providers is grossly out of date and they know this as they have been informed.
I continually find certified Community Care Providers that are not listed on the VA Locator by cold calling and using keyword searches online.
This is done to frustrate Veterans seeking Community Care Providers giving them the impression their are few or none in some cases.
I found one by luck on a first cold call that had early availability. The provider said he had not received a referral since 2020 and he called the VA asking why they were not getting referrals and they were told a lie that this specialty department was all caught up when actually they are always booked out several months and that this provider was not even listed for their specialty on the VA Locator. In fact the VA Locator showed there were no providers of that specialty in our area.
I have been experimenting with this and finding even more certified VA Community Care Providers and keep finding more.
Also the ones that are listed many times are no longer there. After this being reported several times and no changes made it is obvious that this is yet another way the VA sabotages Community Care.
There are other ways as well such as holding even urgent authorizations.
I’ve even had authorizations cancelled for no reason and had to go to my admin to get it corrected.
Triwest and Optum are could take over all of VA Community Care and do a much better job without constantly being hamstringed by VA Community Care offices located in Parent Facilities.
This one area where privatization would be easy to implement so the VA can concentrate in getting their act together if that is even possible with the entitlement of VA Culture and still using methods that have long been obsolete. Veterans deserve access to private providers to be administered by competent professionals using modern technology with accountability.
In fact this is going to happen through legislation that no VA or Federal employee interest groups will stop anymore.
I see from the comments already posted that my experience with ¨community care¨ was anything but unique. You call the 800 #, do battle with the robo answering machine for 10 minutes, and finally get some polite idiot on the line who says that your situation is not covered because .. ¨they got an email from higher up excluding this situation¨. You escalate with a supervisor; same answer. To add insult to injury, no one will identify themselves beyond first names, while the veteran is required to recite their entire 9-digit SS number (not just the last four) before the call can proceed.
This aspect of VHA is a total failure.
Use to, we got to see our doctor every 90 days. Now it’s once a year. That’s not right.
They stopped my pain meds. Now I have to go see an outside doctor for my pain . That’s not right.
After some years being in the program some of us veterans here in the Saint Joseph VA clinic are told we can no longer keep our Doctors and must seek help at Leavenworth VA. I am 97 yrs. old have not be able to drive for some years. Some of my Doctors have sent referrals and denied. I first heard of this rule in June 2023. This to me am sure others it’s a Threat and don’t need any more stresses. for me to start with new Doctors the time wait would be so much longer for each one because the Doctors would have to ask many, many questions before they can decide what care they can give me. I have had two heart attacks 2021, and Feb.2023. I was told some Supervisors were making this rule. I was told quote oh! if you can’t drive? we will call social services get you transportation. What kind of STUPIDITY do these guys have.
So very thankful for Community Care – pleased in every way. And blessed by professionalism of VA.
More doctors or dentists would provide services IF VA didn’t take so long for payments, at times a yr? Why
this man is 83 he is going to have a second knee operation on tuesday the 10th,, he has no where to go, can they give him in house rehab at the hospital for a least a week- and then send him home, he lives with a 80 year old woman.
Community care a disaster from a clinic unable to assist a veteran in need!
Community Care needs to be changed to regular High-Quality Health Insurance that treats their patients with care and respect. My husband had a heart attack and required a Cardiogram. He was sent back and forth between the VA center and the Community Care Insurance in charge of paying for it. After several months of dealing with both the VA Center and CC insurance, we decided to go through his Medicare Advantage insurance company. Had to pay the large Co-pay, but it was worth not having to deal with the drama of “who dropped the ball”. Either change the Community Care program or reimburse the co-pays for going the Medicare route.
You still have to qualify for VA health care, right?
Very helpful BUT have never tried to use it….
Hello,
I work in a Community Care Network provider’s office (Acupuncturist). I have openings today and always to take care of our Veterans.
We are in Los Angeles, two blocks from the Greater VA center. We would be happy to schedule both Men and Women
Veterans. Treatments are NO CHARGE to the Veteran. If Mr. Keith Leach is reading this comment, we would very much like to
participate in outreach programs for our Veteran community.
Very helpful
What a crook of bullshot!
Liars
When appointments for doctors and specialists are not available for over 30 days, why not just automatically offer Community Care to the patient? Why so much red tape to try to get medical treatment in a timely manner?
Does the V.A. have a dental source that discounts dental implants? I can possibly pay for a discounted implant but not a at full price.
In March of 2023 i was diagnosed with leukemia. My primary care doctor at Toledo VA recommended and referred me to Community Care from the Ann Arbor Va. I was contacted by Ann Arbor rep within 2 days. Approved for CC with 5 days. The system has worked flawless. Great people, great care.
I’ve used the Little Rock CC and had no problem whatsoever. I get a person every time I call. sounds like everybody needs a CC like little rock. They’ve been outstanding every time I needed them .
I need my right estation tube dialated (opened), the inhouse VA ENT can not do it. So I was sent to an outside ENT twice. Each time the ENT told VA they could do it, Each time after giving me a bad head ache, the ENT told me they could not open estation tubes. BUT the VA paid for the visits! Central Texas is not a good medical area!
Since the inception of Choice [ now Community Care ], I have had numerous procedures, from eye exams to hip replacement surgery. I am so thankful for the program. Its agents are available and helpful.
Washington state…what a joke. They took away the best satellite clinic they had in years and now the travel is so far away for the vets in Lewis Co. Got community care and it’s on the level of a 2nd and 3rd rate health care. I have had to call the Supervisors after weeks for every appointment or referral while my husband is in pain and is in need of vascular surgery. I called a Patient Advocate and she was pretty condescending and no help at all. His first appointment was in May and it’s now October…..This is an absolute joke for a 37 year veteran or any veteran who has served their country.
I am very impressed with the VA Community Care Network (VACCN) and have been referred several times in my area for top quality health care. The providers I’ve seen are committed to veterans and their health.
This is light-years ahead of the type of care my father received at VA facilities in the 60’s thru the 90’s.
I would recommend checking with your primary care doctor if you are interested.
I called VA to get appointment with the eye doctor because my right eye was having problems. The VA nurse toll me to go to the ER at a local hospital. All I wanted was an eye appointment at the VA but the VA nurse toll me to go to the ER. So I did and the ER toll me I need to go to their eye doctor so he could check me out. So I made that appointment out side of the VA because the VA nurse toll me to go to the ER. Then they toll me to go to the eye doctor. Now the VA said they will not pay for the outside doctor visit because it was not OK’d. They toll me to go to the ER which I did’nt want to do in the first place. I just wanted to see the VA doctor. I was doing what i was told so I should not have to pay for my visit to an outside eye doctor. How they checked my eye out at the outside eye doctor with their equipment the VA doesn’t have that kind of equipment anyway so I would have ended up there to have my eye checked out. I need help with getting this done with out a charge to me so who do I talk to or can you help me out. My name is Carl Lorang Green Bay, WI
My friend has been trying for 6 months or more to get help. The VA scheduled him for the 19th of Jan.! What a load. We cannot just put our pain in a box until you all are ready.
Thank you for your help.
The VA is still falling falling short of it’s duty to assist veterans in many areas, there are many employees that does their work and dedication to helping all veterans, but we are still encountered by the few who are doing nothing to help us veterans with important information.
Unfortunately Community Care is now swamped because of thePact Act. I have been dealing with Community Care at the Biloxi VA for 4 years you have got to learn their location at your facility and you’ve got to ambush them!!!
Literally
When you call them get phone numbers time the person’s name if they can’t help ask them if they know someone who can at the next phone number
Once you learn the community care process then it becomes much simpler and it actually does work after 4 years of my hand not being connected to my forearm and outside doctor connected my hand back to my forearm thank you VA Community Care
Community Care is a great alternative to support the veterans health needs. However under community care we the patient need to know:
Why do we need to reapply every year for community care?
Why isn’t the veteran/patient advised when community care is approved, specific treatment under community care, dates community care is affective( start date & end date).
Need more communication with community care staff so we know timing and care allowed by community care.
Seem to have problems getting payment for Providers of Emergency care when not in “normal” home location.
Community care is great IF IT WORKS. I have been approved from my VA Podiatry dept. for surgery, because of a 60 day delay to have surgery. . I have been informed by the community care department (after a 70 minute wait on hold) that My request now has to go through a panel to seek approval. I understand this process… What I find hard is that they inform me that the process will take 6 weeks!!! WHY ? I’m left in PAIN ! This 6 weeks is longer that the 30 day qualification.
HELP !
I live in NE Alabama, the closest VA Clinic is Rome, GA who have not had a doctor in years. I was recently told that I had to go to Atlanta, GA (104 miles away) to get an EMG for carpal tunnel on my left hand despite the fact I had the same test performed on my right hand and subsequent surgery through CC in Rome, GA earlier this year. It appears CC is subjective to who ever is dealing with the situation and not guidelines outlined in this web page and the VA.
Strange how the VA doesn’t mention the Mission Act requirements of a 30 minute DRIVE TIME for VA care. If there is more than a 30 minute DRIVE TIME to your nearest VA clinic (drive time determined by using a program like google maps) you can request to see an outside physician.
Also if the VA has over a 30 day wait for an appointment you can request an outside physician appointment. The VA takes issue with this and will refer you to another VA department to schedule you. Of course they won’t even call you to schedule you until about 30 days later, if they even call you. Then you have to wait another few days or weeks to meet with that physician. This way they can pad their statistics on their appointment times vs outside appointment times.
VA healthcare. The best there is as long as you don’t get sick.
I’ve been trying for 10 months to get renewal of community care authority for my hearing tests. Been using a provider in Sulphur Springs for 4 years. The Tyler VA is 50 miles from my location. Bonham is 100 miles. Every year has been the same hassle. I’m on medicare, so I do not use the VA for any other medical issues. Truthfully, I think the process is being made difficult to force vets to use the VA. Have had NO response from TriWest nor has the local Vet Service Rep or Texas Vet Commission Rep been of any assistance. I’ve notified Congressman Lance Gooden of the problem.
After almost 3 years without seeing a doctor, I decided to try Community Care. After 5 phone calls they found an office to accept me as a patient. The appointment was two and a half months out, I figured that was less time than the wait at the Eglin AFB VA clinic. Two days before my appointment I get a call from the Community Care provider, I answered expecting it to be an appointment reminder. No they were calling to inform me they no longer were accepting VA patients. So over the next 5 business days and over 9 hours on the phone with the Community Care Contractor we searched for another office that would accept me as a patient. No office in Okaloosa county was accepting new VA patients. I finally found a doctor in Pace FL and a good one. Next problem, you still have to go through the VA for approval when they refer you to a specialist. I have been trying to get approval to see Pain Management for almost 3 years, the same with Gastro. I did get a referral from the Community care provider and and got to see a Gastro Doc, and get care, but under my dime. The System has been broke under the current administration and seems there is no fix coming. Good luck to any Vet trying to get help.
When using Community Care always know the authorization number BEFORE you show up for your specific appointment. Do not rely on your “Care Team” to secure your authorization number. If you go to your appointment without an approval number, YOU will be required to pay that payment out of pocket. I’m paying for a neurological visit because my Care Team DID NOT provide me with said number, as they had in the past, for two other visits. Be responsible for your own authorization number. Don’t assume the VA will look out for you.
I totally disagree with your statement on the mileage distance. I Live in Bryan, Ohio and I have been trying to get VA Community Care to let me see Dr Robert Hillman, Chiropractor, which he lives and works in Bryan. I have had Community Care VA pay for visits last year,2022, but won’t let see him because you are saying that I’m close to Toledo, Ohio and/or Ft Wayne, Indiana to go see a chiropractor there. Both are over 55 miles away from me. So I am being denied seeing Dr Hillman.
Your statements says if you are over 40+ miles way you can use Community Care. I am quite upset that you say one thing but tell me as a veteran I’m not eligible so I take it that I can’t use any other help close to my home town. On a personal note I feel that I’m being lied to and offended because someone thinks I live close to either of those cities again as I said they are 50+ miles away which is 1 hour drive there and 1 hour drive back home for me just for a 10 minute body adjustment.
Thank you for your time.
Nice to see in writing, too bad it’s not enforced. You should have someone talk to the administrator in Reno and Sacramento who’s staff will deny community care even for appointments the VA can’t for 3-6 months or longer. And Reno’s pain management will refuse patient care for marijuana users despite how many times the VA says that’s not a factor.
It is too bad Community Care doesn’t work like the article leeds you to believe.
I’ve just about decided to stop utilizing the VA. I have a new VA Clinic 4 miles from my house and I can’t get an appointment that isn’t 3 months away! When I need a doctor, I need them NOW! I need to be seen face to face, not video or phone. If the Doctor cannot see my condition, I can’t trust them to be giving me the best treatment for the cause, not just try to treat the symptom’s. , but can’t get in to see them. I have/had a very good Doctor. Just cannot gain access to see them, and to top it all off the nurse she has is extremely rude. I gave 25 years to my country and my country cannot give me a 30 minute appoint WHEN I need to be seen.
I don’t know which Veterans Administration you are talking about. I had to wait for a call from Tri West, and then they would call back with my first appointment. And when my V A provider authorized 6 months of PT, I had to call Tri West every 30 days, and get another authorization letter. And because I believed the therapist who told me I had more authorized appointments, I am now facing a five figure bill from the rehab hospital.
Care in the Community is a joke! I’m told “it’s not available” all the damn time! I’m also told it doesn’t exist for dental. My dental appointment to have my tooth removed due to abscess is February! This appointment was made in July.
This is a joke! Community care doesn’t do their job, it’s just waiting and waiting. They should close down all VA facilities and fire everyone who works there.
It’s too bad you have such a low opinion of VA services. Community Care has done a great service for me.
I have spent 1 1/2 to 2 hours on hold waiting for Community Care rep. 3 times I did that, finally hung up.
Community Care was wonderful in Myrtle Beach, SC before the pandemic years. There was very short wait times and efficiency in the entire system. After the pandemic years, there must have been a reduction in funding to various departments in the VA. It has become burdensome and cumbersome to go through the process of obtaining community care. The decision of eligibility has been placed on primary care physicians who often take a very long time to respond and seem indifferent to the veterans’ needs, as well as, it appears, a desire to minimize expenses. Often, I have chosen to seek medical attention on my own, and on my own dime, for issues that should have been addressed promptly by the VA staff. Needless to say, the Mission Act has not lived up to its potential due to Washington bureaucracy and the current administration.
I can not doctor shop. Yet, the VA does this regularly with my primary care doctors. My Primary quit the VA went into private practice. No primary care doctor, so I am put into Community care. I find her and am back with her currently thou I have to pay for it out of pocket. When the VA hired another flunkie, I was put back into the VA’s care. That would be VA doctor number five. In three years. I will pay out of pocket for my care. The VA, giving Veterans a second chance to die for their country. Rant over. oCCor
Community Care sounds good but my one experience with Optum Dental in Michigan was really bad. The Dentist was moving a lot of patients through his office as fast as possible in my opinion. He overdosed me with Lidocaine anesthetic which caused
immediate problems with breathing, inability to swallow, fast heart rate, and extreme weakness. It took a long time for the nurse to come back and when she asked the doctor what to do he told them to take me for a walk outside which they did. I asked if they could take my blood pressure and the dental assistant said they were not trained to take blood pressure. I returned to the chair to see if things would get better and I heard the Dentist tell the assistant to get him the hell out of here and put him in the waiting room. I went to the waiting room and decided to leave. While leaning up against my car waiting for my symptoms to get better another veteran stopped to ask if I was OK. I told him the situation and he said you only come here if you are in too much pain and not yet ready to kill yourself I reported this to the VA Health Center and they referred me to Optum where no one was willing to talk to me. Politicians support veterans until they have to pay for quality care. I will say that the care at the VA Health Center is excellent but I would stay away from Community Health..
I was advised by a doctor at VA that surgery I needed was booked way far out. So I was put on VACCN, and got two surgeries. I had one extension provided, and requested a second because of appts past the expiration date. Now I’m getting a run around on getting a second extension. It was great at first, but it seems like the VA is making it more difficult to stay with a doctor that is making me feel better. And I know the specialty clinic I need to see at VA is further behind than ever. I should NOT have to use my supplemental insurance in order to stay with my VACCN doctor
Community care can be great!….but it needs to become MUCH more streamlined! Hire more people, streamline the process, especially when the community care needs to be renewed (for instance, in the case of physical therapy, where waiting 6-8 weeks for more PT to be approved is just foolish).
I recently used CC for a colonoscopy. 6 months to be contacted by the folks at CC, so they could start working on getting me an appointment. That’s just ridiculous!
About two years ago, Community Care was fantastic here in NE Alabama. Since then, it has gone down hill fast. I am guessing it was just too good of a thing and now costing way to much. I cannot even talk with a CC rep in the VA Hospital. I always get a go between who promises to pass the message on to the CC rept. My referral went in, in mid March of this year.
I have been approved for a test by CC but as of yet it has not happened. From Dec. to now Oct 4th the test has been approved by the VA and the only way to get the test done by the VA I have to be reffered back to the VA. I can not get a real person to talk. When I call CC you get the run a round and then a dead line. When you do talk to a person they say they will send the person that can make the appointment and they will call you back. Still no call and no help.
Same in NW Florida…
the FMP in Europe, is part of community care.
Arn’t they also part of the VA? or is there a “special set of rules” w/i the VA.
Same appilying, why the different rules. We had no choice where we were deployed to, and care is basically a contract.
v/r