Customer Service
Patient Experience Branch
Patient Experience Branch acts as a liaison between patients and staff with a goal of finding the best solution for the patient and the organization.
Link:
Patient Experience Branch.
Beneficiary Counseling and Assistance Coordinator (BCAC)
BCACs educate and help you with TRICARE-related inquiries.
Link:
BCAC information
Debt Collection Assistance Officer (DCAO)
DCAOs help with resolving debt collections due to unpaid TRICARE claims. The debt must be in collections or listed on your credit report.
Patient and Family Partnership Council (PFPC)
Patient and Family Partners help us by, sharing stories about their healthcare experience, helping to create materials and plans for improving health care quality and safety, providing input on how to improve our policies and care practices, giving feedback about their medical care, and letting us know what went well and what we can do better.
Joint Outpatient Experience Surveys (JOES)
We also encourage you to fill out the Joint Outpatient Experience Survey (JOES), if you should receive it in the mail. JOES asks beneficiaries across military medicine about the care they receive. From provider knowledgeability and communication, to services received at the pharmacy, radiology or lab, to the courtesy you received at the Fort Drum Medical Activity .
The JOES survey is sent to you by mail or email. It’s completely confidential, and when you fill it out you’re helping us serve you better. We’re monitoring the outpatient experience of beneficiaries because we believe there is no higher calling than serving those who serve, have served or those who support those that serve/have served.
Your positive and negative comments are critical to our continual improvement.
Interactive Customer Evaluation (ICE)
ICE is a web-based tool that collects your feedback on services at this facility.
