Patient advocates help facilitate WAMC system
July 26, 2013
By Tina Ray
FORT BRAGG, N.C. -- Ever wanted to give kudos to a Womack Army Medical Center service provider?
Or discuss a nagging issue about service?
There is a program in place for just such actions.
Patient advocates of the Patient Relations Division work to help customers address concerns and issues with WAMC.
The number one goal of the division is customer satisfaction and excellence, said Capt. Norisha Jackson, chief, patient relations.
Advocates work as a liaison between patients and the WAMC command group, she explained.
They provide resolution and an outlet for airing opinions or suggestions and gathering information to identify problem areas relating to any WAMC service provider such as labor and delivery, blood donor, breast health clinic, Family medicine, neurology, ophthalmology and other ser vices.
Customers can provide feedback to the leadership by filling out surveys and dropping them in a box at WAMC, by liking WAMC on Facebook or by using the ICE evaluation system, accessible at http://ice.disa.
Through ICE, patients can give feedback about concerns such as referrals, cleanliness, test results, communication, quality of care and attitude.
According to results issued April 15 to July 7, providers received 100-percent satisfaction ratings for the mother-baby unit of WAMC 3-South and for the Army Wellness Center.
Services such as the Blood Donor Center and the dining facility were not rated.
WAMC's commitment to provide the highest quality healthcare warrants that any service not receiving good ratings would be addressed.
One measure already in place to address feedback has been the implementation of the Bragg-n-Buttons system, an internal incentive for patients and staff to recognize those whom they feel went above and beyond the standard.
Additionally, extended lab hours for customers to obtain test results from the Family Medicine Clinic have been changes implemented based on customer feedback, said Jackson.
The patient advocate program is ongoing and provides an outlet to ensure the highest level of customer satisfaction and service.
At Womack Army Medical Center, the office is located behind the information desk at the Reilly Road entrance.
For more information, call a patient advocate at 907-6037/8069 or visit www.wamc.amedd.army.mil/ Pages/default.aspx.