Harker Heights Medical Home
Welcome to your medical home
Our aim is to provide you the care you need when you need it. We offer virtual and traditional face-to-face appointments. You can manage appointments by calling our Patient Appointing Service at (254) 288-8888, or online at
patientportal.mhsgenesis.health.mil.
Acuity-based Pilot Initiative FAQ
What change is coming to Killeen and Harker Heights Medical Homes?
The Defense Health Agency has initiated a pilot program to test the concept that primary care delivery can be tailored based on the patient’s medical needs, rather than “one size fits all”.
While your clinic may be altered, we will continue to provide high quality care, focused around your needs.
What does acuity-based mean?
It simply means that you will be assigned or reassigned to either the Harker Heights or Killeen Medical Home based on your individual medical needs.
To which clinic will I be assigned?
Patients who don’t have chronic medical conditions and who require less frequent and more same-day acute appointments for minor illness or injury will be assigned to the Harker Heights Medical Home, while those higher acuity patients with chronic medical conditions requiring more frequent appointments will be assigned to the Killeen Medical Home.
Will I be moved?
If based on your utilization of services you are not in the correct clinic, you will be moved to the appropriate clinic that can provide you the highest quality of care.
How will I know to which clinic I am assigned?
There is nothing for you to do in this process. You will be automatically moved to the clinic that best fits your needs. You will be notified which clinic to report to via mail, email, the portal or when you schedule your next appointment. Both clinics are less than 10 minutes away from each other, a little over 3 miles.
When will this change happen?
The process of notifying patients has already begun and the realignment process is anticipated to be completed early next year.
Will you separate my family?
The intent is to keep families together as much as possible. But if the grading criteria is significantly different among family members, patients may have to be enrolled to different clinics. In such instances, patients are encouraged to contact the leadership at their current home clinic to request reconsideration of their situation if they desire to stay in the same medical home.
How will I schedule an appointment with my new PCM?
You will be able to schedule an appointment with your new PCM by contacting Patient Appointment Services (PAS) at 254-288-8888 or through the MHS Genesis Patient Portal;
https://my.mhsgenesis.health.mil.
What if I am not satisfied with my new provider or clinic?
If you are dissatisfied with the care you receive at one of the clinics, you can address it through the clinic leadership directly, or by submitting an ICE comment at:
https://ice.disa.mil
Will nurse walk-ins still be available?
Nurse walk-ins will still be available at your assigned clinic Monday through Friday from 8-11 a.m. and 1-3 p.m. except on the 1st and 3rd Fridays of the month because of training.
Will the clinic hours stay the same?
Clinic hours at both clinics will remain the same.
Will you still have pharmacy and lab?
Both medical homes will continue to provide their enrolled beneficiaries with pharmacy and laboratory services.
How can I contact my new PCM?
Killeen Medical Home phone numbers: (254) 553-6002 or 6003
Harker Heights Medical Home phone number: (254) 245-4681 or 535-4563
What if I belong to Harker Heights Medical Home but I am sick, where do I go?
Just as you always have, you can contact PAS or you can book an appointment through the MHS Genesis Patient Portal.