Oatmeal Pecan Waffles, Fruity French Toast Casserole, Blueberry Coffee Cake, Broccoli-Cheddar Frittata, and Applesauce Pancakes RECIPES ON PAGE 4
Virginia Musical Theatre’s production of ‘1776’ is coming to Sandler Center, actors Scott Wichmann and Scott Rollins tell us about it
By Yiorgo
Interview
Virginia Musical Theatre (VMT) is very proud to present the Tony Award-winning musical ‘1776’, as a part of VA250, Virginia’s official commemoration of the 250th anniversary of American independence with four performances from February 27th-March 1st at the Sandler Center for the Performing Arts. VMT is very grateful to GMarie Luxuries for being the Season Premier Sponsor and thankful that the play is underwritten by VA250. Since 1991, VMT has been successfully celebrating the uniquely American art form known as musical theatre in the Hampton Roads Area. For tickets, times, dates and more info, go to https://www. sandlercenter.org/events/detail/vmt-1776
In this incredibly entertaining musical, and one of my personal favorites, it is the summer of 1776 in Philadelphia, Pennsylvania as we follow our Founding Fathers: John Adams, Ben Franklin and Thomas Jefferson trying to convince members of the Second Continental Congress that the 13 colonies should declare their independence from England.
Yiorgo: Here to tell us all about it are: Scott Wichmann who plays John Adams and Scott Rollins who plays John Hancock. Thank you both for being here. Scott Wichmann is one of our own, a Chief Petty Officer in the US Navy Reserves and a regional theatre star. Thank you Scott for your continued service to our country. Of course I want to make sure our readers are aware of the appearance of references to the U.S. Navy in this interview does not constitute endorsement by the Department of Defense, the U.S. Navy or the U.S. Navy Reserve. Scott also moonlights as Mister Showtime, a one-man Rat Pack with a killer jazz trio. So tell us Scott W., why should people come to see this amazing 1776 musical? What will they see, hear and experience?
Scott Wichmann: It is my honor to serve and thank you for your support. As to why people should come to see ‘1776’, that answer is easy. ‘1776’ is the story of the push, pull, conflict and compromise at the heart of the American experiment. It shows how 13 dysfunctional colonies with 13 different sets of priorities arrived at the same inevitable conclusion: that forming a new nation was an absolute necessity.
Through some spectacular musical numbers, audiences will see the story of our nation’s founding, unfold amid the backdrop of the Revolutionary War and the struggle to put our nation’s founding principles on paper for all the world to see. It’s timely and instructive as we approach the 250th anniversary of the signing of the Declaration of Independence. It’s also a great experience for families to share, and the show creates a nice discussion point for further exploration of that critical time in our nation’s formation.
Y: Scott Rollins, is a very accomplished Actor, Director, Writer and Blogger. Scott R., why should people come to see ‘1776’?
Scott Rollins: Virginia Musical Theatre’s ‘1776’ at The Sandler Center is a must see for history buffs and fans of amazing voices, beautiful music, powerful acting, gorgeous costumes, etc. It’s a 250th United States of America Birthday Celebration everyone should attend!
Y: Is this the same musical that the movie version is based on?
SR: This is the original Broadway Musical (1969) book and lyrics with slight revisions to the book and is very close to the 1972 film version.
SW: This production is given life by an extraordinary cast of some incredibly talented regional, and even Broadway-caliber performers. There is passion and humor and conflict and a great deal of fun to be had in this show. ‘1776’ also illustrates how the ratification of the Declaration of
Independence was far from a foregone conclusion.
Y: Without giving too much away, what is the story about?
SR: The show follows John Adams and Ben Franklin’s efforts in securing the needed votes for American Independence, with Virginians Thomas Jefferson and Richard Henry Lee jumping on the bandwagon for a new nation. We also see Adams and Jefferson’s private lives ala scenes with wives Abigail and Martha.
SW: Spoiler Alert: WE WIN. ; ) (Just Kidding) The story picks up in the sweltering summer of the year 1776 in the city of Philadelphia, where representative John Adams of Massachusetts is earnestly trying to convince twelve other colonies in the Second Continental Congress to adopt a resolution declaring Independence from Great Britain and form a new nation called “The United States of America.” Adams, who is considered “Obnoxious and disliked” by his contemporaries, faces an uphill battle as he tries to make others real-
ize his vision of “Americans, free forevermore.”
Y: Scott W., you play John Adams. Tell us about your character and what his purpose is in the show.
SW: John Adams drives the action of the play in his attempts to unite the Congress, but is it hardly a one-man effort or a one-man show. He is aided in his cause by such historical luminaries as Ben Franklin, Thomas Jefferson, and Richard Henry Lee of Virginia among many others. We get introduced to many important historical figures and we also get glimpses of Adams’ connection to his legendary wife, Abigail. Through her, we get a sense of what is at stake if the efforts to achieve independence fail.
Y: How do you go about playing such an iconic, real life historical figure as John Adams? What kind of research do you do?
(PHOTO COURTESY OF VIRGINIA MUSICAL THEATRE) Press Release
NORFOLK, Va — The Virginia Zoo is celebrating their 125th anniversary all throughout 2026 with exclusive offers only available on the 25th of each month. This new program called 25 on the 25th features discounts, Member-exclusive offers, and special Zoo history activities that you won’t want to miss!
On the 25th of each month, guests can receive 25% off general admission tickets, purchase $125 Two-Adult Household Memberships, ride the Virginia Zoo Express train for $1.25, get 12.5% off on Gift Shop items, and save 25% at the African Village Restaurant (excluding alcoholic beverages). General admission typically costs $20 for an adult (ages 12+) ticket, $18 for a senior (ages 62+) ticket, and $17 for a child (2-11) ticket. Two Adult Household Memberships typically cost $139 for two adults living in the same household or one adult plus a guest and the Members’ children or grandchildren (18 years and younger). Virginia Zoo Express train rides usually cost $3 per passenger. Please note that in December, 25 on the
25th programs will occur on December 26 to accommodate the Zoo’s Christmas Day closure. Virginia Zoo Members receive a 25% discount in the Gift Shop and a free, automatically-applied bring-a-friend ticket on the 25th of each month for added anniversary fun. All guests are welcome to attend free anniversary-themed Mission Engagement Activities. On February 25, there will be a Zoo History Chat at 10:00 a.m. at the Goat Yard and at 1:30 p.m. in the Fountain Plaza. To learn more about the exclusive offerings each month, visit www.virginiazoo. org/events/. In addition to 25 on the 25th deals, the Zoo is celebrating its 125th anniversary with special programming, events, give-
aways, and more! Highlights include a limited edition Zoo Trading Card program, historical displays throughout the park, throwback Zoodoptions celebrating past animal residents, a 125th anniversary event, and more. Stay tuned for updates on the Virginia Zoo’s website here: https://virginiazoo.org/125th-anniversary/. The Virginia Zoo recognizes that it would not be here today without the gracious support of the Hampton Roads community. Consequently, the Virginia Zoo is seeking historical photos and memories from members of the Hampton Roads community to share throughout this anniversary year. Adults of all ages (18+) can submit their fondest memories of the Virginia Zoo and their digital photos at
virginiazoo.org/125th-anniversary/. Please email the Zoo at info@virginiazoo.org or call at 757-441-2374 for more information about how to participate in person. All physical photos will be returned to guests. About the Virginia Zoo: The Virginia Zoo, located in Norfolk, Virginia, is home to more than 700 exceptional animals representing over 150 fascinating species. Founded in 1901 and residing on 53 beautifully landscaped acres, the Virginia Zoo has demonstrated a commitment to saving and protecting the world’s wildlife by inspiring a passion for nature and taking conservation action at home and around the world. The Virginia Zoo is an accredited member of the Association of Zoos and Aquariums and is recognized as a global leader in education, recreation, science, wildlife conservation, and animal care and welfare. For more than a century, the Zoo has connected adults, families and school children with the natural world and its wildlife. The Virginia Zoo is open daily from 9:30 a.m. to 4 p.m. with last admission at 3 p.m. For admission prices and to learn more, visit virginiazoo.org.
SUBMIT
Bulls and Barrels Beach Rodeo returns to the Virginia Beach Oceanfront
on April 25-26, 2026
Fourth annual event features world-class competition and free country concerts headlined by Chayce Beckham and Alana Springsteen
Press Release
VIRGINIA BEACH, Va. — The fourth annual Bulls and Barrels Beach Rodeo returns to the sands of Virginia Beach on April 25-26, 2026. Hosted by the City of Virginia Beach, Beach Events, IMGoing and True Grit Rodeo, this one-of-a-kind, family-friendly event brings traditional American rodeo to the Virginia Beach Oceanfront with cowboys and cowgirls from across the country competing in extreme bull riding, barrel racing, and mini bull riding. Tickets go on sale Friday 13, 2026 at 10:00 a.m. EST. The weekend also marks an early kick off of the Oceanfront Concert Series, with two free
concerts at 24th Street Park. Chayce Beckham, the chart-topping country artist and winner of American Idol, will perform Friday night, April 24, with special guest Cody Christian. Beckham is known for his gritty vocals and breakout hits that blend modern country with a West Coast edge.
On Saturday night, April 25, rising country star Alana Springsteen takes the stage with special guest Holy Roller. Springsteen has gained national attention for her emotionally driven songwriting and bold, contemporary sound, quickly emerging as one of country music’s most promising new voices.
Voted the Southern Extreme Bull Riding Association’s (SEBRA) “Best New Outdoor
Event” of 2023, the top bull riders in the nation will go head-to-head for the chance to win $12,000 in cash and multiple gold buckles. Some of the best-ranked cowgirls in the country will also compete in the barrel racing competition, with the top finisher earning a coveted spot in the SEBRA National Finals in September. Bulls and Barrels Beach Rodeo is produced by IMGoing. General admission and VIP passes are available at BeachEventsVB.com. VIP passes include exclusive boardwalk seating, rodeo clown meet & greet, photo opportunity with select cowboys, cowgirls and Huckleberry, a mini highland cross bull.
Bulls and Barrels Beach Rodeo Returns to Virginia Beach Oceanfront on April 25-26, 2026. (PHOTO CREDIT: DIMENSION PHOTOGRAPHY)
(PHOTO CREDIT: BEACH EVENTS)
SW: Mr. Adams is my favorite historical figure and, as a Massachusetts native myself, it is both an honor and a privilege to embody a character who was so central to the founding of our nation. I consider it a massive and enormous responsibility to do him justice. I have read several great biographies of Mr. Adams by authors such as David McCullough and Joseph J. Ellis.
This is my second time playing Mr. Adams in ‘1776’ (I was in the 2016 Virginia Repertory Theatre production in Richmond.) I also played John Adams on television in 8 episodes of ‘Legends & Lies: The Patriots’ on FOX. It’s absolutely my favorite show, and I’m so proud to be a part of it.
Y: Scott R., you of course also play another iconic, real life historical figure in John Hancock. Tell us about Mr. Hancock and how you prepared for this role.
SR: I play John Hancock, President of the Continental Congress in Philadelphia. An advocate of independence from Great Britain, Hancock keeps order over a rowdy and rambunctious congress of the colonies. Hancock is also known for his large signature on the Declaration of Independence. I read up on Hancock to get a little back story, but the show is written so well (Peter Stone) that it makes my job quite easy. The President of Congress is my 15th real person I have played on stage, so like Charlton Heston, it’s a thing I’m known for. In 1992, I played Col. Thomas McKean in my hometown Poquoson Island Players version of 1776. Since then, I have been hoping someone would do the show again when I was available, so I could take a shot at a different role. Memories from the first version keep popping back into my head during the current rehearsals.
Y: Gentlemen, let’s learn a little about both of you. Where were you born and what made you fall in love with entertainment and musicals?
SW: I was born in Pittsfield, Massachusetts, and I fell in love with theatre in junior high and high school. We had a really robust theatre program at Pittsfield High School under the direction of my mentor, Ralph Hammann, and he gave me multiple opportunities to expand my love of theatre and theatrical storytelling. It was there that I fell in love with theatre, music and the arts.
SR: I was born in Poquoson, Virginia and growing up as a kid I was always into acting. My parents would get the TV Guide, we would watch TV and I would act out the shows around the house. In my senior year in high school I got involved with theatre. I got cast in ‘Count Dracula’ and that first night performing in front of an audience, I got my first laugh, I was like, this is it, this is what I’ve been looking for and what I want to do. There was a scene where Dracula turns into a bat and flies off the set and we hear a car drive off. I’m playing Jonathan Harker and I say, “He drove that car out of here like a bat out of Hell.” I was bitten by the bug.
Y: Or in this case the bat. Lol. You have been in some fascinating plays. What are some of your favorite roles that you enjoyed playing?
SR: ‘Fiddler On The Roof’ where I played the Constable. ‘Dracula’ definitely, I played Jonathan Harker in high school, six years later I played Renfield and in 2009 I played Dracula at ODU and working with the great Katherine Hammond was one of the best experiences ever. Not many actors can say that they played three characters in the Dracula cannon. Another favorite was playing Captain John Smith in the great Chip Fortier’s ‘1607 First Landing’ as well as playing the devil Mr. Applegate in ‘Damn Yankees’, also McMurphy in ‘One Flew Over the Cuckoo’s Nest’, Biff in ‘Death of a Salesman’, Eddie in ‘A View from a Bridge’ and more. I also enjoy doing plays with my wife Lynn. I actually proposed to her in 2005 after the closing scene of Tea and Sympathy. I dropped to my knee in front of 200 unsuspecting patrons and thankfully she said yes. The funny thing was she is soft
spoken, she was crying and someone in the audience said, “What did she say?” She said yes again. We have done dozens of plays together and I have directed her in a short movie.
Y: You’ve done some film and TV as well.
SR: I did theatre for about 10 years and then I started doing film. I’ve done the re-enactment TV shows, all the different New Dominion serieses and I did get to do a scene with John Goodman in the movie, ‘Evan Almighty’ and that was a highlight.
Y: Scott W., what are some of your favorite roles on stage and TV that you are very proud of?
SW: I was very fortunate to work on ‘Lincoln’ with Steven Spielberg. I got the opportunity to share the screen with Ethan Hawke on Showtime’s ‘The Good Lord Bird’, and I’ve played my hero, John Adams, both on television and onstage, but this particular production is already one I know I’m going to cherish because I love the cast, crew, creative team and the incredible music. The experience is going to go by fast, so I want to really appreciate it. This is a special group VMT has assembled, and I know our audiences will agree.
Y: You’re currently a Chief Petty Officer in the US Navy Reserve. Why did you join and can you tell us about your naval career?
SW: I joined the Navy Reserve later in life than most. I was 34 years old, and I didn’t want my service opportunity to pass me by. I didn’t want to live a life of “Oh, darn, I should’ve done ___”. Joining the Navy Reserve was one of the best decisions I ever made. I’ve worked with and befriended so many extraordinary service members and Shipmates from so many walks of life. I’ve deployed to Afghanistan, Africa, Germany and Italy, and I’ve also had the opportunity to embark on the USS Dwight D. Eisenhower (CVN 69). I continue to marvel at the talent and commitment of all of our junior Sailors throughout the Reserve and Active component, who work so hard to accomplish the mission. They are extraordinary, tough, driven and committed. I’m proud to stand alongside them.
Y: Scott R., tell us about your blog that you have been doing for quite some time now.
SR: It’s that catchy title: The Scott Rollins Film and TV Trivia Blog. It started with me sending emails and posts to friends about the lives of character actors that nobody knew and Chip Fortier, author of ‘1607 First Landing’ said, “You know Scott, you should create a blog and stop sending us these emails.” So that was back in 2010 and I’m closing in on 10 million hits. I enjoy going on there and seeing hits from all over the world. I once looked at my rankings and I was in the upper 50% of blogs, so that made me feel pretty good. I also will spend hours looking for photos to include that no one else uses. One of my favorite comments on there was from the son of the great character actor Jason Bernard. Jason has passed away, I wrote a tribute and his son thanked me about what a lovely tribute that was.
Y: How about a pinch me moment or two that both of you would like to share with our readers?
SW: I was asked to host the Richmond Forum, where I got to spend the day with legendary actor John Lithgow. It was an absolute personal and professional ‘pinch me’ moment made all the more profound by just how supportive, inquisitive and kind he is. John has long been someone whose work I’ve deeply admired, so to be able to just talk with him about life and art and being an actor really charged my batteries and gave me a boost of not only enthusiasm, but true gratitude for the opportunities I’ve had to perform and entertain so many people.
SR: I got to perform ‘Midsummer Night’s Dream’ with the Virginia Stage Company and the Virginia Symphony at Chrysler Hall. Also when I get caught up in the moment and when I have a great scene with another actor. Connecting with another actor, there is nothing like it.
Yiorgo is an arts, entertainment and sports writer. A stage, TV and movie actor, he is also a sports entertainer, educator, motivational speaker, writer, storyteller and columnist.
Scott Wichmann (left) and Scott Rollins. (PHOTO COURTESY OF SCOTT ROLLINS)
Wake up to better-for-you breakfasts!
Oatmeal Pecan Waffles
Kids will love these whole-grain waffles made with whole-wheat flour and oats.
Yield: 4 servings
1 cup whole wheat flour
1/2 cup oats (quick-cooking)
2 teaspoons baking powder
1 teaspoon sugar
1/4 cup nuts (pecans, unsalted, chopped)
2 eggs (large, separated)
1 1/2 cups milk (fat-free/skim)
1 tablespoon vegetable oil
2 cups berries (strawberries, halved)
1 cup berries (blackberries)
1 cup berries (blueberries)
1 teaspoon sugar (powdered)
Preheat waffle iron. Combine flour, oats, baking powder, sugar, and pecans in a large bowl.
Combine egg yolks, milk, and vegetable oil in a separate bowl, and mix well.
Add liquid mixture to the dry ingredients, and stir together. Do not overmix; mixture should be a bit lumpy. Whip egg whites to medium peaks. Gently fold egg whites into batter. Pour batter into preheated waffle iron, and cook until the waffle iron light signals it’s done or steam stops coming out of the iron. A waffle is perfect when it is crisp and wellbrowned on the outside with a moist, light, airy and fluffy inside. (Or make pancakes.)
Add fresh fruit and a light dusting of powdered sugar to each waffle, and serve.
Source: National Heart, Lung, and Blood Institute
Fruity French Toast Casserole
A baked version of French toast with your favorite fruit. Ready in about an hour!
Yield: 8 cups
Prep time: 10 minutes | Cook time: 45 minutes
8 cups bread slice (cubed, whole-wheat)
2 cans fruit (sliced or chopped fruit, fresh, frozen, or canned and drained)
4 large eggs (slightly beaten)
1 cup milk (low-fat)
2 teaspoons vanilla 1/2 cup sugar
1/4 cup butter (softened )
1/2 cup flour ( all-purpose or whole-wheat)
Lightly oil an 8x8-inch baking dish or 2-quart casserole. Add bread cubes and fruit.
In a medium bowl, blend eggs, milk, vanilla and 1/4 cup sugar. Pour over bread and fruit. Stir gently to wet all bread with egg mixture. Wash hands after handling raw eggs. Cover and refrigerate until all liquid is absorbed, about 30 minutes or overnight.
Just before baking, remove casserole from refrigerator. Preheat oven to 350 degrees F. Make the topping: In a small bowl, combine the softened margarine, 1/4 cup sugar, and flour with a fork until crumbly. Uncover the casserole and sprinkle topping over fruit. Bake until completely set and starting to brown, about 35 to 40 minutes or until the internal temperature reaches 160 degrees F on a food thermometer. A longer baking time is needed when the dish is chilled overnight. Serve warm. Refrigerate leftovers within 2 hours.
Source: Oregon State University, Food Hero
Blueberry Coffee Cake
A delicious addition to your breakfast table, or enjoy a slice as an afternoon snack. Fresh berries work well, but if they aren’t available or in season, try this recipe with (thawed) frozen berries. Either way, it’s sure to please!
1 egg 1/2 cup fat-free (skim) milk
1/2 cup fat-free vanilla yogurt
3 tablespoons canola oil (or cooking oil of choice)
2 teaspoons lemon peel, grated (yellow only)
1/4 teaspoon cinnamon
2 cups all purpose flour
1/2 cup sugar
4 teaspoons baking powder
1/2 teaspoon salt
1 1/2 cups fresh blueberries (or frozen unsweetened)
Topping Ingredients:
3 tablespoons sugar
1/8 cup walnuts, coarsely chopped
Preheat oven to 400 °F. Position rack in the center of the oven.
In a large bowl whisk together the egg, milk, yogurt, oil and lemon peel.
Sift the cinnamon, flour, sugar, baking powder and salt onto the liquid ingredients. Using a fork, stir very lightly, just until ingredients are combined.
Gently fold in the blueberries. Pour the batter into an 8or 9-inch baking pan coated with nonstick spray.
In a small bowl combine the topping ingredients. Sprinkle evenly over the cake batter.
Bake a 400 °F for 30 to 35 minutes or until the top is lightly browned and a wooden toothpick inserted in the center comes out clean. Allow the cake to cool in the baking pan on a wire rack
for at least 10 minutes.
Serve warm or at room temperature.
Note: When tightly wrapped in plastic wrap, this coffee cake will keep for 3 to 4 days in the refrigerator. It also freezes very well.
Source: California’s Chefs Cook Lean, Adapted from Lo’s Blueberry Coffee Cake, California Department of Health Services
Broccoli-Cheddar Frittata
Prep and cook in about 30 minutes makes this frittata an easy breakfast for both the weekday or the weekend.
Yield: 6
Prep time: 10 minutes | Cook time: 25 minutes
10 ounces broccoli (frozen, chopped)
water
8 eggs
milk (nonfat or low-fat)
2 teaspoons mustard
1 teaspoon seasoned salt
pepper
3 cups cheddar cheese (shredded, reduced-fat)
1 tablespoon green onions (chopped)
1 small carrots (diced)
Combine broccoli, carrot, if desired, and water in 10-inch nonstick skillet. Cook over medium heat until tender, stirring occasionally to break up broccoli, about 10 minutes; drain well.
Beat eggs, milk, mustard, salt and pepper in large bowl until blended. Add broccoli mixture, cheese and green onion; mix well.
Coat same skillet with cooking spray; heat over medium heat until eggs are almost set, 8 to 10 minutes.
Remove from heat. Cover and let stand until eggs are completely set and no visible liquid egg remains, 8 to 10 minutes. Cut into wedges.
Notes: Broil option: After removing from heat, frittata can be broiled, 6 inches from heat until eggs are completely set and no visible liquid egg remains, 2 to 3 minutes.
Three ways to serve a frittata: Serve wedges right from pan, slide uncut frittata topside-up onto platter, or invert it onto platter to show its nicely-browned bottom.
Source: MyPlate Recipes
Applesauce Pancakes
Keep a batch of these pancakes in the freezer for those busy mornings when you need a quick breakfast. Just pop them in the microwave or toaster, and enjoy.
Yield: 6 pancakes
1 cup applesauce, unsweetened
1/4 cup dry milk powder, non-fat instant
1 cup water
2 eggs
1 tablespoon canola oil (or cooking oil of choice)
2 cups all-purpose flour
2 tablespoons sugar
1/2 teaspoon cinnamon
2 teaspoons baking powder
In a medium mixing bowl, combine applesauce, dry milk powder, water, eggs, and oil.
Add flour, sugar, cinnamon, and baking powder. Stir until mixture has only small lumps.
Place large skillet on medium-high heat.
Spray skillet with non-stick cooking spray.
Pour 1/2 cup batter onto skillet.
Turn pancake when bubbles form on top of batter. Cook the other side for about 1 minute or until golden brown.
Source: Tennessee State University Cooperative Extension Service
Patient advocates, Beneficiary Counseling and Assistance Coordinators, and Debt Collection Assistance Officers: Resources to help you with your TRICARE benefit
By TRICARE Communications
FALLS CHURCH, Va. — Have you ever had a question about your TRICARE benefit that left you confused or frustrated? There are resources that can help you with your questions or concerns.
“Every patient’s journey is unique, and our team is here to listen, support, and guide you—no matter where you are or your circumstance,” said U.S. Navy Cmdr. Gabrielle Crane, chief of the Patient Experience Branch at the Defense Health Agency. “Connecting with us means you are never alone in your care.”
To get help, start by contacting the right resource. You can resolve many TRICARE concerns by contacting your regional contractor or the DMDC/DEERS Support Office first.
Questions about TRICARE eligibility or updates to a military service record: Contact your Service Personnel Component or the DMDC/DEERS Support Office (800538-9552).
Questions about enrollment, claims, provider networks, or referrals: Contact your regional contractor first.
Do you disagree with a claim decision? You can file an appeal with the regional contractor.
Do you have a complaint about the kind of care you received? You can file a grievance with the regional contractor.
Additionally, military hospitals and clinics have staff who can help. These staff can assist you after you work with the regional contractor or DMDC. Each hospital has a customer service team that includes three roles:
Patient advocates
Beneficiary Counseling and Assistance Coordinators
Debt Collection Assistance Officers
You don’t have to be a patient at a military hospital or clinic to get help from BCACs or from DCAOs. Contact the customer service team closest to where you live. The DHA created these customer service roles to help you wherever you are. Keep reading to learn when to contact a customer service representative and how to find one.
Patient advocates
Health care can be complex, but you shouldn’t feel like you’re facing it alone. Every military hospital and clinic has a patient advocate, and many also have patient advocates at the unit or section level who help with specific areas of care. Whether you’re an active duty service member, retiree, or family member, a patient advocate is available to address your concerns. They’re trusted resources who can help you with your care, understand your rights, and improve your experience.
Patient advocates listen carefully, investigate, and work with staff to resolve concerns fairly and quickly. They act as mediators to help build understanding between you and your care team. Patient advocates explain policies and your rights in plain language. Their role is to make sure you feel support and respect.
If you would like to compliment a staff member, your patient advocate will make sure to give your appreciation to the right leaders. Patient advocates also find trends in patient feedback and promote improvements.
DHA recently introduced a Patient Advocate Assistance Reporting Tool across all military hospitals and clinics. (Editors Note: See article below about this.)This system helps patient advocates track and work
through all patient concerns. This system provides leadership at every level with critical transparency. It helps them identify trends and make data-driven improvements to the overall patient experience.
Beneficiary Counseling and Assistance Coordinators
BCACs help you understand how your TRICARE plan works. They can answer TRICARE-related questions and work with the regional contractors to make sure your care follows TRICARE policy.
BCACs can address TRICARE-related questions including:
Eligibility
Enrollment
Referrals and pre-authorizations
Claims
Covered services
Getting health care services outside the military hospital or clinic
A BCAC can help you understand messages you see in your Defense Enrollment Eligibility Reporting System record. They can also guide you on how to follow up with your sponsor’s Service Personnel Component. BCACs don’t determine or fix TRICARE eligibility—but they can help you
understand the process.
Debt Collection Assistance Officers
DCAOs help resolve debt collections due to late or unpaid TRICARE claims. The debt must be in collections or listed on your credit report before a DCAO can work with you.
A DCAO isn’t a legal representative. But they can ask the collection agency to hold on their efforts so the government can research the debt and find out who is responsible for paying the bill.
How to find help
Each military hospital or clinic has contact information for the patient advocate, BCAC, and DCAO. If you want to visit in person, you can ask the hospital staff for their office location. You can also find contact information for all three roles using the Customer Service Community Directory. Or, check out the Customer Service page on your military hospital or clinic’s website.
Three roles, one mission
Patient advocates, BCACs, and DCAOs
each bring unique experience to a shared mission. Together, they form a unified resource to help you in your health care journey. Whether you need answers about TRICARE benefits, guidance on a claim, or advocacy for your overall health care experience, the customer service community is here for you. Patient advocates champion your voice, ensuring that your concerns are heard, and your rights are protected. BCACs simplify TRICARE, translating complex policies into clear guidance so you can access your benefits with confidence. DCAOs protect your financial peace of mind, helping when billing disputes or collections overwhelm you. Knowing there are people to help when you have concerns with your health care is important. The next time you have questions your regional contractor can’t answer, contact a member of the customer service team at your closest military hospital or clinic.
Would you like the latest TRICARE news sent to you by email? Visit TRICARE Subscriptions to get benefit updates, news, and more.
DHA launches Patient Advocate Assistance Reporting Tool to ‘make sure that our patients’ voices are being heard’
By Andrew Ortuzar Defense Health Agency Communications
The Defense Health Agency implemented a new system for patient advocates to track and manage patient feedback across the Military Health System.
The Patient Advocate Assistance Reporting Tool, or PAART, is the “new standardized, enterprise-wide system that will manage all patient feedback that is received by the patient advocates at all of our military medical treatment facilities,” said Cmdr. Gabrielle Crane, chief of the patient experience branch at DHA.
The primary goal of PAART is to use patient feedback provided to drive improvements within military hospitals and clinics, Crane said. The system was developed to replace inconsistent legacy methods and give patient advocates a new platform to efficiently collect, track, and resolve patient concerns.
“It’s standardized and consistent,” she explained. “The old process was fragmented within each MTF, and patient advocates had differing processes for how they managed feedback. The new system is exciting because now it will be streamlined and provide transparency enterprise-wide.”
For military hospital and clinic leadership, PAART will provide data across the MHS and make better decisions to ensure datadriven improvements — ultimately enhancing the overall patient experience and safety.
At the core of the new platform are the patient advocates who help patients navigate the MHS.
“An advocate is the shipmate, the battle buddy, and the wingman,” said Crane.
“PAART enables an advocate to document interactions and ensure warm handoffs and transfers to the appropriate person who can provide service recovery.”
Capturing the patient experience
PAART is a web-based secure portal designed to collect a wide range of patient interactions, including concerns, complaints, and compliments. Advocates can select preestablished fields including case date, type, location, and patient category. The system categorizes cases by severity, which dictates the timeline for resolution: Emergent cases, posing an immediate threat to life or safety, are flagged for immediate action. Urgent cases, with a significant impact on health, have a 24-hour response time.
Routine cases are to be completed within
10 business days.
Crane noted PAART’s technology will flag cases to ensure meeting those windows, giving leaders “at each level an awareness of those timelines and where we are in meeting them.”
The tool will be used by all patient advocates at the unit, facility, and network levels. Using the PAART system is mandatory for patient advocates — and a vital measure of effectiveness. PAART data can be used to analyze patient feedback and identify common trends, which ultimately assist in developing solutions as well as inform training programs for military hospital and clinic staff. The portal enables advocates to inform supervisors or military hospital and clinic leadership of concerns expressed by patients in their local area.
“It will allow us to see how we’re doing across the entire system,” Crane said. “We will be able to identify which areas we can work on or which areas we can leverage and are doing well. We can learn best practices
and incorporate those best practices across our system.”
Improving patient experience through PAART
Crane said the new system “allows transparency at all levels: at the MTF level, at the network level, and at headquarters.”
Through centralizing feedback, the DHA aims to foster a “culture of continuous improvement,” Crane said. She noted the system strengthens trust by showing patients that the DHA created it with them in mind: When feedback goes into a system where it can be tracked, trended, and escalated, it counters the feeling that a complaint “goes nowhere.”
“This was designed with the patient at the center of everything we’re doing,” she added, “we want to make sure that our patients’ voices are being heard and that they’re being provided with the appropriate service recovery. That is what’s necessary to ensure the patient journey and experience is where it needs to be.”
Safeguards are in place to protect patient confidentiality. All users of PAART must complete Health Insurance Portability and Accountability Act training, and patients can choose not to provide certain demographic information if they feel uncomfortable. Looking ahead, Crane envisions technology will always evolve and that “we are here to ensure that our patient advocates at the MTFs have the tools, resources, and training that they need to successfully complete their job and be the advocate our beneficiaries deserve.”
