The following are questions and answers from the Naval Base Guam Town Hall held on April 8. These questions were compiled prior to the town hall and were answered by Installation Program Directors and Subject Matter Experts.
COMMUNITY SUBMITTED
TRIAD/IPI
Trusted Traveler
Q. I would like to respectfully request leadership’s consideration of rescinding or reevaluating the current Trusted Traveler policy as it relates to installation access and commissary utilization. The primary mission of the Commissary and NEX is to support active-duty service members, their families, retirees, and authorized patrons. However, the current access posture has significantly impacted inventory availability. Due to limited stock and the logistical realities of being stationed overseas on Guam, many active-duty members and their families are frequently unable to purchase essential groceries and household goods on base. It is increasingly common for service members, who are actively working and serving on this installation, to leave base to obtain basic necessities because shelves have been depleted....
Other overseas installations do not implement Trusted Traveler policies in the same manner, specifically to preserve access to limited resources for assigned personnel and their dependents. Given Guam’s geographic isolation and extended resupply timelines, inventory management and patron access should reflect those constraints. Additionally, during designated uniform priority hours, active-duty members should not encounter tension or resistance when utilizing services intended to support them during the duty day. The commissary and exchange system exists to enhance readiness and quality of life for those serving; access policies should align with that mission. I respectfully recommend reviewing our current policy and considering alignment with installations such as Andersen AFB to ensure resources remain available to those stationed here and actively serving.
A. Due to current events, the Trusted Traveler program is suspended at this time.Additionally, in keeping with established installation protocols, we evaluate and assess policies on a regular basis, to ensure that both program requirements and security standards are being met.
Both Commissaries check IDs at time of purchase and allow guests with an authorized patron. Both Commissaries also check IDs at the entrance of the Commissary pending the availability of staff.
FFSC/HR
Employment Support for Spouses
Q. I would also like to discuss support for spousal job placement. As I have seen in multiple spousal groups we have a hard time finding full time employment even more so if we want to work in the field that we have come from. This is a huge issue when weighing coming to this island. It may make it easier to incentivize orders here if spouses had some sort of job placement support or if the spousal priority was actually used seriously.
A. FFSC stands ready to support any spouses looking for employment. FFSC’s Family Employment Readiness Program Coordinator is standing by to support with resume assistance, interview preparation, and general career counseling to support our community. The flyer below, includes 2026 program dates or call 671-333-2056.
The Office of Civilian Human Resources recommends spouses monitor USA Jobs regularly, use their Military Spouse Preference and stay up-to-date with guidance on OPM.gov. The below fact sheet also provides several resources and important information for spouses seeking employment:
REGIONAL SUPPORT CENTER (FORMERLY PSD)
Rental Car Reimbursement
Q. Can we address that rental car reimbursement is not being written into orders. This causes a huge stress on military families who either need to cover a rental car when they ship their vehicle stateside or need to cover a rental on island until there car arrives. For example we were able to rent one vehicle at 150 a week from another service member the total cost was $1000 that was not reimbursable. This doesn't include the rental we had for 24 hours stateside after we sold one vehicle and shipped the other but still had to get to our hotel and airport after HHG. Including that our total would be $1600 not reimbursed.
A. Per the Joint Travel Regulations (JTR), there is no entitlement for rental vehicle reimbursement in the area of the permanent duty station. This means that once you have arrived in Guam, you are considered mission complete for travel and may not be reimbursed for a rental car. Detailers are not able to authorize a rental car at the PDS in the member’s orders. Families shipping a Personally Owned Vehicle (POV) to Guam should plan to either buy or rent a car locally at their own expense upon arrival. The only circumstance in which a rental car reimbursement authorization exists is if your POV does not arrive by your required delivery date. If this happens, a rental may be reimbursed under JTR Section 0534. Requests to change the JTR may be submitted via your congressional representatives.
Passport
Q. Could we also please address blue passport reimbursement for family members as they were required to fly on the PE. This was a total cost of approx. $1200 for four dependents.
A. On December 16, 2025, the Department of State updated the DoD Foreign Clearance Guide requirements for dependents traveling to Guam on PCS orders. While a no-fee passport is not required for entry into Guam, a no-fee passport is required for government travel (AMC). Members with dependents are directed to apply for a blue no fee passport prior to traveling to Guam. There is no cost to the member or family for this passport, as it is a ‘no fee’ passport. Blue tourist passports for members or dependents are not a requirement and are not a reimbursable expense.
Pet PCS
Q. There seems to be inconsistencies in the process of pet booking on the PE for PCS travel. Some command admin departments advise that reservations cannot be made until 90-120 days prior to travel when the PE schedule is published. However, other command admin departments are getting passengers/pets on a pre-reservation list with AAFB TMO much earlier than this and other individuals are contacting NAVPTO/ AAFB TMO personally to be placed on the pre-reservation list. This inconsistency in process disadvantages some sailors and their families when navigating the already stressful PCS process. Can a standardized approach across both NBG and AAFB be confirmed and communicated to all commands, to ensure equal opportunities in booking the limited pet PE spots.
A. Regional Support Center Guam has confirmed with AAFB TMO, that no Patriot Express (PE) reservations can be made before the schedule is published 90-120 days prior to travel dates. Members are encouraged to submit their Passenger Reservation Request (PRR) and travel requests to their Command Pay and Personnel Administrator (CPPA) as soon as they have orders. Requests received prior to the PE reservation opening will be worked in order of travel date. This is similar to AAFB’s process of holding requests received early in a queue to be worked once the schedule is published, but there is no “pre-reservation” list for either NAVPTO of AAFB TMO.
Although 10 slots are typically available for cabin transfer and this has remained constant, we have seen a reduction in available cargo-hold slots to 3 per flight which is less than what we were seeing this time last year (5 per flight). This has led to concerns of disadvantages from our members, but the reality is simply the fact that there are fewer slots available. If a pet with kennel exceeds 100 lbs., it counts as two slots.
Members who do not get one of the limited pet spaces on the PE are encouraged to use commercial pet shipping services and take advantage of the JTR entitlement for up to $2,000 pet shipping fee reimbursement.
NAVSUP/TRANSPORTATION
Second Vehicle
Q. I know ongoing question … but what is the status of funds on shipping second car back stateside?
A. The Fiscal Year 2025 National Defense Authorization Act (FY25 NDAA) authorizes the military services to pay for the shipment of up to two POVs for service members during Permanent Change of Duty Station (PCS) moves to certain overseas locations. However, the law only authorizes this, it does not mandate or fund it. The Department of War (DoW) has not yet allocated specific funds for this, and the change has not been implemented in the JTR. Therefore, at present, funding is not available, and members are still responsible for the cost of shipping a second vehicle.
Q. This was approved into law in 2024; it needs to be put to paper for the branches & added to the JTR. I would appreciate knowing who exactly is working on doing this & when is it expected to be completed. Also what is being done to address this need while families are waiting for someone to write the instruction?
A. The Per Diem, Travel, and Transportation Allowance Committee (PDTATAC) is the body responsible for updating the JTR. The process for updating the JTR can be lengthy as it requires coordination between the different service branches and budgeting considerations. There is currently no official timeline for when this change will be fully implemented.
Q. Has the 2nd vehicle to be shipped been authorized in writing for the branches?
A. Yes, the authorization is in writing in the FY25 NDAA, which was signed into law. This law gives the services the authority to pay for a second POV shipment. However, this authority is not yet reflected in the implementing regulations (the JTR), which is what the transportation offices follow. Until the JTR is updated, the policy for the branches remains limited to one vehicle at government expense.
Shipping of Electric Vehicles
Q. Any updates on shipping EVs off island?
A. No updates as of yet. Due to implemented policies and restrictions from ocean carriers, the shipment of all new and used Electric Vehicle (EVs) and Plug-in Hybrid Electric Vehicles (PHEVs) to or from Guam is currently prohibited. This restriction is primarily due to safety concerns related to the lithium-ion batteries in these vehicles. USTRANSCOM, in conjunction with International Auto Logistics (IAL), are collaborating with Service Headquarters to identify viable solutions for those who own an EV or PHEV and have orders to leave Guam.
Funding for storing electric vehicles (EVs) and plug-in hybrid electric vehicles (PHEVs) that cannot be shipped is not authorized. This is not being considered as a short-term solution due to legal issues and the time it would take to get such a proposal approved/added to the Joint Travel Regulation.
Shipping POV Tariff
Q. How do current tariffs affect us shipping personal operated vehicles back stateside?
A. Tariffs are taxes imposed on imported goods and are separate from military shipping entitlements. There are no tariffs imposed on personal operated vehicles that are shipped through military contracted channels on PCS orders.
CAMP COVINGTON GALLEY
BAS
Q. What is the process for unaccompanied personnel Navy & Coast Guard receiving a food allowance (BAS) to purchase meals at the mess hall? Coast Guard have gone in to get a meal in the past and are sent away and not given an opportunity to purchase a meal.
A. The Camp Covington galley is not supported or funded by Commander, Navy Installations Command (CNIC), and is a direct equivalent to a ship's galley. Instead it is funded by Navy Expeditionary Combat Command Pacific (NECCPAC), specifically for forces under Commander, Task Force 75. As a more practical limitation, the galley does not have the ability to receive cash or credit card payments the way that typical galleys can.
In order for someone to eat there, that service member would have to NOT be receiving BAS and their command would have to provide a Rations In Kind (RIK) letter to the Food Service Officer at the galley. In years past, CTF-75 has supported NBG on a limited basis during specific events. For instance, there were some sailors awaiting to board a passing carrier that was due to stop in Guam during a liberty port visit. When the carrier was delayed pulling in for 10 days or so, due to mission requirements, CTF 75 was able to support.
Service members may avail of RIK services at Torpedoes and Tomahawks (TNT), but their command must establish an Essential Station Messing (ESM) feeder program with TNT. In order to establish an Essential Station Messing (ESM) feeder program for their Command, they must first route their request through the N925 office for coordination and approval. Once approved the command provides TNT with a roster and memorandum stating they’re eligible for the program. Service members provide their CAC to the cashiers at TNT, to match their eligibility for what is on the roster.
OROTE COMMISSARY
Larger Commissary
Q. When are we getting a large commissary similar to San Diego? That is kept stocked through multiple ship visits? There's military buildup- with shortages ongoing at the grocery store.
A. An expansion project will be funded with MILCON funds from the Navy, and we are still coordinating with Defense Commissary Agency (DeCA) engineering for their plan of expansion.
Stock and Expirations
Q. Address why the commissary has empty shelves, low produce which is 9/10 expired or full of mold.
A. The Commissary Not-in-Stock (NIS) rate is consistently at 96% at opening. Some items such as yogurt, cottage cheese and a few juice items are experiencing manufacturing shortages. Signs have been posted in these sections to ensure patrons are aware of the issue.
Produce remains a challenge with the transit times between USDA approved sources and Guam. Our contractor has worked to secure additional suppliers to mitigate less than ideal quality product. Our supplier is currently working with additional suppliers in South Korea to mitigate quality issues during seasonal transitions.
PUBLIC WORKS
Street Lights
Q. When will the lights for both pedestrian crossing areas on Marine Corps drive by the NEX gas station be fixed? Currently none of the lights work.
A. A work order has been submitted to the Public Works Department (PWD) to address the non-functional pedestrian crossing lights near the NEX gas station. The contractor, DZSP, is currently sourcing the required parts to complete the repair. The project is pending an update upon receipt of the necessary components.
Parking at the Gas Station
Q. Is there planning or finding ways to make the lower pier behind the gas station to have more access to parking spaces? Such as creating more parking lots or allowing spaces to park for a time limit without penalty? Especially when more ships/subs arrive that will further lessen spaces available?
A. There is a discussion to address the parking shortages near the gas station and the adjacent lower pier. PWD is in the process of collecting data and clarifying the requirement for parking spaces. This topic requires further discussion with base stakeholders before a final plan can be established.
Shuttle for AMC Flights/Patriot Express
Q. Is there a possibility to get a shuttle service to and from NBG and Anderson AFB for the AMC flights? A shuttle service would greatly help PCSing families from NBG who are staying in the NGIS before their departure. Now they don't have to rely on others, or pay for a taxi to get them to the AMC terminal for their take off flight. As for those arriving on the AMC, having the shuttle would streamline the process of getting between the bases, creating less traffic between the bases. A meeting location such as the Chapel parking lot could be used to do the pick-up and drop off, creating a hub for the sponsors to retrieve their new check-ins.
A. At present, funding for a shuttle is unavailable within the transportation budget, which is also facing overall reductions. The topic of a shuttle service was discussed during the Guam Master Plan workshop last year. However, due to insufficient participation and interest at the event, the proposal was not developed further. As of now, there are no active funding requests or plans for this project.
There has not been sufficient formal demand recorded to justify the significant cost and logistical requirements of creating such a program.
To move this initiative forward, a greater demand must be demonstrated. We encourage personnel who would benefit from a shuttle service to voice their support through official channels. Submitting requests via comment boxes or by contacting your respective command will help build the case needed to justify the requirement and explore funding options.
General Shuttle Transportation for NBG
Q. Many other bases (like Japan, and Bremerton) have Shuttles around the base. The fact that we are forced to go without our car for months as it floats across the ocean, and NGIS is so far from anything on base. We NEED this to help families PCSing. Also since the NDAA approved the 2-car and it hasn’t been implemented, no one can have their car upon arrival in Guam, the impact on families is financially heavy. This is possible because other bases have it; how do we get that?
A. At present, funding for a shuttle is unavailable within the transportation budget, which is also facing overall reductions. The topic of a shuttle service was discussed during the Guam Master Plan workshop last year. However, due to insufficient participation and interest at the event, the proposal was not developed further. As of now, there are no active funding requests or plans for this project.
There has not been sufficient formal demand recorded to justify the significant cost and logistical requirements of creating such a program.
To move this initiative forward, a greater demand must be demonstrated. We encourage personnel who would benefit from a shuttle service to voice their support through official channels. Submitting requests via comment boxes or by contacting your respective command will help build the case needed to justify the requirement and explore funding options.
PUBLIC WORKS/HOUSING
Playgrounds
Q. When will the play grounds be fixed?
A. Contract for repair was awarded the first week of May 2026.
Q. When will the playgrounds be fixed in North Tip? Also the one that is usable when can the awning be put back?
A. North Tipalao playground #5 is included in the main CNIC-funded renovation project which was awarded first week of May 2026.
North Tipalao playgrounds #1 & #3 are pending requested funds, and not part of the initial CNIC project. Funds requested for additional play structures.
The awning re-install is complete.
SECURITY/SAFETY
Traffic Control
Q. Can we get some type of traffic control on Marine Corps. People are constantly speed there on base. There were multiple accidents there during the holidays. People aren’t stopping for pedestrians and running through crosswalks.
A. Yes - this has already happened. There has been a 25% increase in moving violation citations issued since the first accident.
Bicycle Safety
Q. Are there clear cut rules for minors that need to wear specific safety gear while using/riding electric scooters/bikes?
A. The new NAVBASEGUAMINST 5560.2F can be found on the U.S. Naval Base Guam website: https://jrm.cnic.navy.mil/Installations/NAVBASE-Guam/Operations-and-Management/Safety/
HOUSING
Housing Rental Equipment
Q. Why are there resources such as being able to use lawn equipment and dehumidifiers available to families who live on base but we aren't able to use these resources off base, especially when we are being forced to rent off base or have to wait over 6 months for a house.
A. NAVFAC P-930, Navy Family Housing Manual, Chapter 19, Self-Help, provides the regulatory framework for programs that allow residents to perform minor maintenance and authorized improvements to their government-owned housing.
The Self-Help Program is a management tool to improve quality of life and appearance of housing areas while reducing maintenance costs. Self-Help Center may issue tools/equipment for lawn care (mowers, trimmers) and minor home repair tools. Examples of authorized projects on residents can do without professional work orders, include minor interior painting, basic landscaping, and flower bed maintenance, and installation of shelving or minor hardware.
Housing Shortage
Q. How are you addressing the housing shortage on base?
A. The approach can be broken down into both new construction and renovation. There is currently funding to renovate 146 Military Family Housing at Apra Palms and construction of 20 new family homes onboard Naval Base Guam to increase the Military Family Housing Inventory.
Temporary Housing
Q. Have you stopped using the old apra view housing as temporary housing for incoming families as it is substandard housing?
A. The Housing Office does not assign families to Apra Palms. Some houses in Apra Palms are managed by NGIS and may be assigned as transient quarters. NGIS maintains upkeep of these housing units. Ultimately all Apra Palms housing, including those currently managed by NGIS, are scheduled for renovation to return to the military family housing inventory.
Housing Waitlist and Check-in
Q. Can you address the housing wait times? Upon our arrival to Guam we immediately got placed on the housing list for a 2bd and the updates every month said the wait time was 1-2 months. We waited 4 months for a house and have met families who were moved into housing within weeks/ first month on island. Just would like to know the criteria the housing office is using for placement, because it seems to be very inconsistent. We had been advised that placement was based solely on detachment date and rank…however it seems the more dependents you have, the quicker you get a housing assignment. Which pushes people without children to the bottom of the list.
A. Three items impact housing wait times:
1. Control Date: This is the single most important factor. It is typically the date of detachment from your last permanent duty station. This establishes your place in line
2. Rank/Category: Your pay grade determines which category of housing you are eligible for (e.g., Junior Enlisted, Senior Enlisted, Officers)
3. Bedroom requirement: The number of dependents, as enrolled in DEERS, determines the size of the home (number of bedrooms) you qualify for.
The perception that families with more children get housed faster is not entirely off the mark, but it's not because they get priority in general. It's because they are on a different waitlist that may be moving faster.
The housing office manages multiple waitlists simultaneously—one for each housing category and bedroom count (e.g., a 2-bedroom list, a 3-bedroom list, a 4-bedroom list). You only compete with others on the list for the specific type of house you qualify for. Here’s a common scenario that explains what you observed:
1. Family A (you, with a need for a 2-bedroom) arrives on June 1st. You are placed at the top of the 2-bedroom list.
2. Family B (with two children, needing a 3-bedroom) arrives on July 1st. They are placed at the top of the 3-bedroom list, a month behind you in terms of control date.
3. On July 15th, a 3-bedroom house becomes available. No 2-bedroom units are open.
4. The housing office cannot offer the 3-bedroom unit to you (Family A) because you don't meet the bedroom requirement. They also cannot let a house sit empty.
5. They offer the house to the first eligible family on the 3-bedroom list: Family B.
Result: Family B, who arrived a month after you, gets a house in two weeks, while you are still waiting for a 2-bedroom unit to become available. It looks like they jumped the line because they had more kids, but in reality, they were simply the next eligible person for the specific type of house that opened up.
The length of your wait is determined almost entirely by the turnover rate of the specific bedroom category you are in and also current projects (such as 137 A/C replacements for two bedroom categories).
Customer Service
Q. While at it can we address how the housing office doesn't answer the phones or emails for days and when you go into the office only one person is working.
A. Our Housing Counselors have been briefed of your concerns. For additional options besides phone calls, please use the guam_housing@us.navy.mil (our distro consists of multiple recipients to include Housing Management), or schedule an appointment by visiting our office, located at building 3190, NBG HQ.
NEX
Fire Security System
Q. When will the fire security system at the NEX be fixed?
A. : The fire alarm system is functional and in the event of an actual fire, the system will both activate to locally alert personnel to evacuate the building, along with transmitting a signal to the fire & emergency services dispatch center for response. There are faults in the system on monitoring modules that monitor the status of auxiliary equipment/devices (actual devices are functional but can't be remotely monitored by the fire alarm panel); along with backup batteries on similar auxiliary equipment being depleted. Parts are on order to address these faults.
Home Gallery
Q. Can we either fix or get rid of the furniture store on base. They don’t even have the basic things in stock and we have to go out in town to buy anything. It seems like a waste of tax dollars to keep it open and then turn around and give us COLA for having to shop off base.
A. The Navy Exchange is a non-appropriated fund activity and does not operate using taxpayer dollars. We are currently experiencing in stock challenges with bedrooms and dining furniture. We have reached out to Headquarters partners to increase our min/max stock levels to improve availability. Please note that specific items can also be special ordered through our Home Gallery. Due to our logistics pipeline to Guam, delivery timelines may take approximately 60-90 days.
MWR
Charles King Fitness Center Swimming Pool
Q. Can CNIC address why the gym hours on the weekend are absolute garbage? Pool closes at 2:30 and 3:30 on the weekends and holidays where kids are out of school but is much later during the week?!
A.
EffectiveJune 13, 2026, Charles King Fitness Swimming Pool Hours will be expanded to the following:
Monday – Friday 0500-1830
Saturday: 0900-1700
Sunday: 0900-1600
NAVAL HOSPITAL GUAM
Genesis Portal
Q. Is there a way we can get the Naval Branch clinic and the Naval Hospital to implement making appointments through the Genesis portal? Calling in sometimes doesn’t work they don’t pick up and if we try making appointment in person they give us a piece of paper with the number to call but they never pick up the phone.
A. Naval Hospital and Branch Clinic Apra Harbor do not currently offer online appointment booking. The MHS GENESIS Portal does not currently contain the technical components necessary to prevent incorrect booking, like adults booked into pediatrics clinic, or a 40-minute annual physical booked into a 10-minute virtual appointment. Patients may contact the Central Appointments Line at 671-344-9222, Mon-Fri, 0730-1600, closed weekends and holidays to book a Readiness Clinic or Primary Care clinic appointment.
Prescription
Q. Is there a way to get ScriptCenter Kiosks for Easy Prescription Pick Up?
A. ScriptCenter was actually ordered by the pharmacy in early 2025 and had been expected to be implemented in November 2025. The hospital is still waiting for DHA to send us the ScriptCenter. Should be soon but no exact date at this time.
IPD SUBMITTED Q&A
BOLLER VTF
Q. I am planning on PCSing and I have pets, what should I do to set myself
and family up for success?
- Once you know you are PCSing, recommend contacting Boller Veterinary
Treatment Facility located on Naval Base Guam (671-333-3225) to get the most
up-to-date recommendations from the staff. Recommend scheduling
a PCS-preparation veterinary appointment with the Veterinary Treatment Facility at least 3-6 months prior to your PCS to ensure your pets have all the required vaccinations and recommended preventive diagnostics prior to travel. It is also recommended that you research the requirements of the location you are traveling to on this website (https://www.aphis.usda.gov/pet-travel) and contact the airline (e.g.,Patriot Express, United, etc.) to ensure you meet their requirements and are able to schedule a flight. Lastly, you will need a veterinary health certificate issued by a USDA accredited veterinarian and endorsed by the Guam Department of Agriculture, issued within 10 days of travel. If you have any questions along the process, please do not hesitate to contact the team at Boller Veterinary Treatment Facility.
Q. I recently purchased a food item on base and have concerns regarding the
product, who can I contact?
A. If there is a concern regarding a food product, the best first choice is to speak with the food operation's manager at that facility to discuss your concerns. The food operation's management team will provide you with guidance for follow-on steps. If the product is purchased from the Commissary, a Customer Comment Form can be completed either in person or online at https://corp.commissaries.com/customer-service/customer-comment-form which will be routed to the Commissary leadership and the U.S. Army Food Inspectors. The NEX also has a consumer comment platform online available at https://www.mynavyexchange.com/customerservice/contactUs.jsp?srsltid=AfmBOooI0UEFrqj7Ps25vN2L39nXGw9O8-dQ87DMUflOHxIfk5Qn2-RK.
U.S. Army Food Inspectors are dedicated to ensuring the safety, quality, and defense of
food consumed by service members and their families and will respond to any
inquiries provided by consumers, facility management, or the installation.
Q. Are there any expected changes in veterinarian availability in Naval Base
Guam?
A. Naval Base Guam is anticipating the arrival of an additional U.S. Army Veterinary Corps Officer (licensed, accredited veterinarian) in the Summer of 2026. U.S. Army Veterinary Corps Officers provide comprehensive veterinary care to Military Working Dogs, Non-Military Government Owned Animals, and Service Member's pets on installation. Services include routine wellness examinations, vaccinations, comprehensive diagnostics (lab work, x-rays, ultrasound), dental care, and surgical care upon availability. U.S. Army Veterinary Corps Officers are USDA Accredited and can assist with PCS Preparation appointments as well as health certificate appointments.
NEX
Q. What updates can the NEX provide regarding projects and renovations?
A. The NEX will be very busy this year to provide new improvements for the community. We are pleased to announce that Sbarro's will be starting construction and should be completed by July 2026. Froots was just awarded and will be added the Food Court early 2027. The NEX Laundromat will be starting Phase I of their renovation in April. The Main Store will be improving efficiency by adding self-checkouts, expanding Pearle Vision center, and renovating the electronics department. NEX Apra is still under construction, but we hope to have it open by September 2026. We ask for your patience as we continue to improve your shopping experience.
OROTE COMMISSARY
Q. When will the store receive new shopping carts?
A. The Commissary has received 125 small double basket shopping carts and the wheels on the remaining carts have been replaced.
NAVAL HOSPITAL GUAM
Q: Why is it difficult getting a hold of the Naval Hospital-Guam Central Appointments Line?
- Typically, the Central Appointments line experiences high volume during the
morning hours, between 0730 and 1000 which may contribute to longer hold times for patients. Patients that do not need a same day acute appointment are encouraged to call the Central Appointment Line at (671)344-9222 during non-peak times after 1000. Patients may also directly secure message their Primary Care Manager team via the MHS GENESIS Portal. Last summer, an additional Appointment Line agent was added to the team to help alleviate high call volumes and long wait times. The Central Appointments line, like other base DSN lines, may experience unplanned periodic circuit outages according to our Naval Telecommunications Station contacts.
Q: Why does access to future primary care appointments take longer than 1 week?
- Changes to provider availability has led to fewer providers in the outpatient primary
care setting. Appointment templates and schedules are being reviewed to maximize patient access. Efforts are underway to maintain outpatient clinic staffing while still ensuring the inpatient wards and Emergency Department are also covered. An initiative to evenly rebalance Family Medicine primary care enrollees between Naval Hospital and Branch Clinic Apra Harbor is in progress with expected completion in April 2026.
Q: I received a ‘Notice to Beneficiary’ letter about PCM rebalancing, what is that about?
- To better serve you, we are rebalancing our Primary Care Clinic enrollment based on your Defense Enrollment Eligibility Reporting System (DEERS) mailing address. This strategy ensures that patient access to care is balanced across our Family Medicine locations at U.S. Naval Hospital Guam and the Branch Health Clinic Apra Harbor. Each impacted beneficiary will receive their own separate notice.
Q: If I can’t get a same day primary care appointment, where can I go for urgent care?
- There are a few options for you. You may contact International SOS, 1-877-678-1208 (24/7) for an authorization to a network urgent care facility out in town (FHP & AMC) for cashless and claimless service. The Military Health System Nurse Advice Line, 1-800-TRICARE (874-2273) is a service for TRICARE beneficiaries providing expert, confidential health advice from registered nurses via phone, web chat, or video chat. You may also visit the Naval Hospital Guam Emergency Department.
Q. How do I avoid waiting in the Pharmacy lobby for medication?
A. As our pharmacy staffing levels face challenges in the coming months, it will result in longer than usual waiting times. For new or renewal prescriptions, please utilize QAnywhere. This service link can be found on multiple posters throughout the hospital, on social media, and on our internet webpage. Google Naval Hospital Guam and navigate to Pharmacy link. This service does not necessarily make the filling process faster but does allow patients to avoid sitting in the lobby and instead to check-in from anywhere and then receive a text message when meds are ready. For refills continue to use the refill phone number on each prescription bottle or can also be found on our webpage.
Q. How do I switch my maintenance medications to mail order pharmacy?
A.
As we all know, supply chains are very challenging in Guam which can sometimes result in out-of-stock medications at the pharmacy. The easiest and fastest way to switch your maintenance medications to mail order, is to ask your provider to write you a new prescription specifically to Express Scripts mail order pharmacy. Then, as a patient navigate to the pharmacy link on the Naval Hospital Guam internet webpage and follow the link to register for TRICARE home delivery. Recommendation is to use a physical address rather than an FPO address. Please note refrigerated medications cannot be sent via mail order home delivery, but controlled substances can.