FORT HUACHUCA, Ariz. – A new Patient Advocate arrived at Raymond W. Bliss Army Health Center, RWBAHC. Lisa D. Spann has over nine years of experience as a Patient Advocate, in addition to years as a military member, a dependent and a veteran, and uses all of this experience to help patients as they navigate the military medical maze of rules and regulations.
Maj. Dawn M. Blanchard, Quality Management Division Chief said, “Ms. Spann brings with her a wealth of knowledge and experience as well as a love for patients and a willing attitude. I believe the patients and team members alike will find her fresh perspectives and capability an asset to RWBAHC.”
“I treat everybody like they are my family because that’s how I would want my family to be treated. When someone comes in to my office, I think of them as my family, my big Army family. I’m passionate about it. I want to make sure we’re all treated well,” Spann said.
“We are all patients at one point or another in our lives. As one, we want our experience to be rewarding and efficient, but that isn’t always the case. Often times, situations arise that warrant assistance from someone that can help us resolve the issues at hand. At RWBAHC, this person is known as the Patient Advocate. They utilize their expert communication and people skills to support our patient population to find a resolution with a variety of concerns, problems or needs. As liaisons, they have the experience and skills to navigate the often complex healthcare arena to expeditiously find solutions which ultimately helps improve patient satisfaction, the patient experience, and often leads to improved relationships between the patient, team members and our RWBAHC community,” Blanchard said.
Lt. Col. Charlene Wilson, Deputy Commander for Nursing said, “Patient advocates create a safe space for patients to express concerns or challenges, and ask questions. This is where they can be vulnerable and take part in their health without feelings of judgment.”
Spann looks at her position as a mediator and an assistant for both patients and RWBAHC team members.
“I am a mediator. If someone files a complaint, the leadership will listen to both viewpoints. Perception is reality. That’s why it’s important that we have an objective person that does not have a “dog in the fight,” Spann said. “I’m serving the most deserving population: our Soldiers, our retirees, their family members, our other team members at the facility. By giving them information and helping guide them through our healthcare system. It can be complicated. If you don’t know how a thing works, it’s very complicated. That’s why I’m here, to help guide our beneficiaries through, and to assist other team members in helping out beneficiaries, as well.”
“Ms. Spann is a seasoned Patient Advocate, and based on her recommendations and interview, along with her resume, we expect her to do exceedingly well here,” Wilson said.