Patient Experience Branch
The 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.
We thank you for taking the time to visit our website and provide us with your feedback, comments and suggestions. We remain committed to constant improvement of our services, facilities and it is our goal to provide excellent customer service and quality care for all our patients, in both a timely and efficient manner. Your feedback will help us in this endeavor.
Mission and Vision
- The mission of the Patient Experience Branch is to act as a liaison between patients and staff with a goal of finding the best solution for the patient and the organization.
The Patient Experience Branch at Evans Army Community Hospital is established to ensure patients' unresolved needs are met. It is designed to ensure patients are satisfied with their medical care. Our mission is to expedite their processing through the system, and to enhance the relationship between the patient and the staff at Brooke Army Medical Center. This program will also provide Customer Relations Training which provides an opportunity to evaluate the effectiveness of consumer awareness and ensure patients, as well as staff, are treated with the respect and dignity they deserve.
Most problems and concerns are best resolved in the clinic or the service area providing services to you and Family. First, we suggest, speaking to the clinic advocate, ward advocate, or clinic staff member to help resolve your concerns in the clinic or the service area providing services to you and Family.
If the clinic advocate, ward advocate, or staff members were not able to resolve your concerns, please do not hesitate to call Patient Experience Branch and speak to one of the Patient Advocate Specialist. The Patient Experience Branch staff is here to ensure your concerns and suggestions are properly addressed. We are here to assist you with any situation in which our hospital staff may not be able to provide immediate resolution. Above are the numbers of our Patient Advocates. Feel free to call us with your concerns, suggestions and compliments. We strive to provide the best healthcare program to all beneficiaries and with your feedback; we will continuously seek better alternatives to provide these services. Your concerns are always important to us.
Patients may contact the Patient Experience Branch by email, phone or in person (location, hours and contact numbers are listed above). If presenting a complaint, patient will be asked to provide written documentation or a summary of events. The Patient Advocates will also open a complaint file and gather the necessary information to investigate to help resolve the issue. Based on the findings, intervention and/or action may be taken. You will be contacted by a staff member reference the findings. We appreciate your input. Your concerns, compliments and complaints help us to identify areas for performance improvement.
Our office is easy to access and serves as our patients’ liaison for expressions of satisfaction. We offer education and information regarding policies, procedures, systems, and concerns about care and safety within the hospital. We believe in and fully support the patients’ right to:
- Present questions, complaints or compliments
- Request individual assistance.
- Make recommendations or suggestions.
Patients may contact the Patient Experience Branch by mail, phone, and e-mail or in person (location, hours and contact number are above). If presenting a complaint, patients may be asked to provide written documentation or a summary of events. The Patient Experience Branch will open a complaint file and gather the necessary information to investigate to help resolve the issue. Based on the findings, intervention and/or actions may be taken. You will be contacted by a staff member reference the findings. We appreciate your input. Your concerns and complaints help us to identify areas for performance improvement. Within our Patient Experience Branch we have:
The central role of the Patient Advocate is to assist patients and any authorized beneficiaries to obtain appropriate responses to inquiries and complaints concerning services performed at the hospital.
The Patient Advocate on Fort Carson is a highly trained professional who serves as your point of contact when you have minor to serious grievances or complaints, or when you need assistance in obtaining information or services.
The Patient Advocate uses various assessments to monitor patient satisfaction. The Joint Outpatient Experience Survey (JOES) combines and standardizes longstanding methods used by the Army, Navy, Air Force and Defense Health Agency/ National Capital Region to learn about beneficiary health care experiences with the goal of making them better.
The TRICARE Inpatient Satisfaction Survey (TRISS) is conducted to improve our inpatients' experiences by asking for their feedback after a recent hospital stay. Your feedback helps us identify which healthcare services are working well and which ones need improvement. By doing these surveys, we hope to improve the health care experiences of our patients.