Patient advocate there to assist, aid medical group customers

  • Published
  • By Airman 1st Class Jacob Corbin
  • 82nd Training Wing Public Affairs
SHEPPARD AIR FORCE BASE, Texas --  The feel alone, lost and like they aren't getting the help they deserve.

An insurance company refuses to pay for their daughter's care, a referral her doctor made. The situation seems hopeless, but thankfully there is someone there to help.

The 82nd Medical Group patient advocate office can help, whether with a situation like the above, or even a simple question on policy.

"The patient advocate is here to assist both patients and staff to get resolution to any patient care issue they have," said Jimmy Dillon, base patient advocate. "A lot of the time it's just getting (patients or staff) pointed in the right direction to get the information they need."

Mr. Dillon said usually, at least at Sheppard, issues are just misunderstandings on the part of one person or another. For instance, he said not all patients understand how processes and procedures work.

He also said a lot of what the patient advocate works to resolve is customer satisfaction.
"(Medical personnel) are in the customer service business," he said. "Anyone (a patient) may come in contact with can make or break their satisfaction."

Currently, it seems both the medical group staff and the patient advocate office are doing well - the 82nd MDG has an overall satisfaction rate of 95 percent.

When simple customer service can't fix an issue, the patient advocate also has access to process and investigative procedures to track down the cause of a problem. Mr. Dillon said a formal complaint can range from a customer being dissatisfied or an Inspector General complaint, all the way to a congressional inquiry.

Though, much like with a military chain of command, it's best to start at the bottom.

Each clinic has an in-house patient advocate to assist customers.

Staff Sgt. Donna Drummond, a clinic-level advocate with the physical therapy office, said their job is to "resolve patient issues before it gets to the group level."

Mr. Dillon said a patient need only ask to speak to them, and the clinic patient advocate will do all they can to help.

"We don't look to point fingers," Mr. Dillon said. "We look at the process; typically (problems) are with the process."

He said the patient advocate will look at a process and see if there is some way it can be done better.

If you feel you are not receiving the care you deserve, or have questions about a medical policy or process, please call the 82nd MDG patient advocate office at 676-7791. The patient advocate office is located on the first floor of the Sheppard Clinic. Appointments are not necessary, but phone calls are appreciated prior to stopping by.