By Airman 1st Class Caleb House, 31st Fighter Wing Public Affairs
/ Published July 12, 2019
The 31st Medical Group held a Community Health Care Services Forum at Aviano Air Base, Italy, July 8, 2019. The forum was held to hear concerns and inform patients of improvements at the 31st MDG. (U.S. Air Force photo by Airman 1st Class Caleb House)
The 31st Medical Group held a Community Health Care Services Forum on July 8 at the Community Center on Area 1. Similar to a town hall the purpose of the event is to come together to understand concerns and develop potential solutions as a community. The medical group also informed those in attendance on improvements they have made and the plans they have for the future.
The forum split into four separate working groups focused on ER services, translation services, host nation clinical services and 31st MDG services. The proper channels to provide feedback on experiences were explained during the forum as well.
“If you have a concern, especially if it’s a patient safety or patient quality concern, we need to be routing it up through the proper channels so we can mitigate and make things better,” said Capt. Megan Howell, 31st MDG resource management flight commander.
The Interactive Customer Evaluation is a formal process where patient advocates are able to receive, mitigate and respond to all submissions. 31st MDG leadership also views all submissions. The ICE website can be found at https://www.ice.disa.mil.
Another formal grievance channel is International SOS. ISOS is able to assist with grievances involving quality and safety issues in host nation facilities. The 31st MDG will soon start to receive follow-up details on investigations into grievances filed through ISOS. ISOS is reachable at 00-44-20-8762-8384 as well as 800-915-994. Grievances may also be filed online at https://tricare.mil/ContactUs/FileComplaint.
Patient Advocates from the 31st MDG are also available to speak with. A group-level advocate is available in the event a concern needs to be escalated. Patient Advocates may be reached at DSN 632-5002 or 632-6978 or through the Aviano App.
“I’m looking forward to this great opportunity to work with the families here at Aviano,” said Capt. Theresa Hall, the new patient advocate with the 31st MDG. “Patient-centered care is our focus and we want our patients to be active participants in their care which is where we, patient advocates, are dedicated to successfully advocate and eliminate barriers for our patients”
The Patient Advocate team is made up of two active-duty members; Capt. Hall and Master Sergeant Frederick White.
“Patient satisfaction and safety are two of our top priorities at the medical group and patient feedback is essential to continue improving our services and the patient's experience,” said Col. Richard L. Woodruff, commander of the 31st MDG. “I’m very proud of all of our medical professionals' accomplishments so far and I look forward to seeing what challenges we can tackle as a team with our community’s input.”