When patients call Walter Reed National Military Medical Center’s Primary Care Department, they now have a simplified system. Through Walter’s Way, a new “one-call solution” initiative, patients can reach their care team directly, get advice from a nurse, schedule appointments, and even request prescription renewals, all in one call.

“The idea behind Walter’s Way is putting our patients and their needs first with a one-call solution to take care of their needs,” said U.S. Army Lt. Col. Elizabeth Simmons, Deputy Director for the Department of Medicine and Primary Care lead for Walter’s Way. “Whether it’s nursing advice, same-day appointments, or medication renewals, we want to go above and beyond for our Walter Reed family.”

Callers reach a staffed line that pairs nurses and medical support assistants (MSAs). The team can schedule well visits, same-day or next-day acute care, check referral status, and begin prescription-renewal processes. Walter’s Way also now includes nurse triage on the initial call, so patients receive clinical guidance immediately.

“Our triage nurses can help determine if any issue can be managed at home, needs medical advice, or requires an in-person or virtual visit,” said Simmons. “It’s all about providing the right care at the right time.”

The Primary Care department, which includes pediatrics, adolescent and young adult medicine (AYA), and internal medicine, now offers expanded hours. Early morning, evenings and Saturday clinics will help patients fit their care into busy schedules. Internal medicine provides virtual Saturday appointments and pediatrics offer early appointments for school-day families and full Saturday clinics.

“We’ve designed our schedule to meet patients where they are. That flexibility is a big part of Walter’s Way,” said Simmons.

The initiative also helps strengthen continuity of care by connecting patients to their primary care team more consistently. The program standardizes triage protocols and ensures that patients are scheduled appropriately for in-person or virtual visits, improving both access and clinical outcomes.

Patients have already noticed the difference. One family praised a Walter’s Way nurse who “went above and beyond to help us get my son scheduled for an appointment.”

Primary Care is expected to expand its nursing and administrative teams. Internal medicine plans to add four registered nurses (RNs) and four MSAs dedicated to Walter’s Way, while Pediatrics plan to add two RNs, one MSA, and a triage provider of the day.

Patients can reach Walter’s Way Primary Care line at 301-295-8901. For more information, visit walterreed.tricare.mil/waltersway.