location – visn/facility/city:436/ft. harrison vamc/ft. harrison mt size of facility:35,000-40,000...
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Location – VISN/facility/city: 436/Ft. Harrison VAMC/Ft. Harrison MT
Size of facility: 35,000-40,000 treated veterans b/w 2012-2013Covers all of Montana (147,164 sq miles)1 Medical Center (Ft. Harrison)1 Nursing Home14 CBOCS
# of advocates: 1-Ft. Harrison (working to hire 1 FT Billings and 1FT FH)
Hours for walk-in office: 800am-400pm
Hours spent addressing phone calls: ~4-6 hrs per day
Average # complaints per quarter/year: ~1700 per qtr/6800 per year
How much mail do you typically receive: ~5 written letters per week but we are on MyHealtheVet so the majority of written complaints come thru via email
Top 10 Complaint
sCOMPLAINTS BY CLINIC/PROBLEM
1st QTR TOTAL
1 Consult Tracking 82
2PHONES- Total for Month 81
3 TRAVEL PAY ISSUE 77
4PAIN MED COMPLAINT 51
5FORT HARRISON PHONES 40
6 NAO 407 VBA 25
8SCHEDULING Complaints 22
9 MISSOULA 19
10FORT HARRISON OPT CLINICS 16CHANGE IN PROVIDER REQUEST 30TOTAL NUMBER OF CONTACTS THIS MONTH 1585
Top 10 Complaint
sCOMPLAINTS BY CLINIC/PROBLEM
2nd QTR TOTAL
1 TRAVEL PAY ISSUE 104
2 NAO 65
3 Consult Tracking 55
4PAIN MED
COMPLAINT 43
5 MISSOULA 32
6 VBA 31
7FORT HARRISON OPT
CLINICS 27
8 PROSTHETICS 26
9 PHONES- Overall 23
10 Havre 22CHANGE IN
PROVIDER REQUEST
39TOTAL NUMBER OF
CONTACTS THIS MONTH 1284
1st Quarter Top Ten 2nd Quarter Top Ten
Listening to patients about problems or concerns they have with care and help provide solutions
Giving information on VHA policy and procedures Providing information on VHA Benefits Information on NAO and private care Helping with appointments Helping them communicate with their provider Help them get in contact with a
service/benefit/department Trying to resolve issues/complaints on issues
such as: Bills, Consults, Non-VA Consults, Travel Pay, change in providers, etc.
Veterans Executive Experience Council-member Healthcare Executive Council -member Veterans Experience Committee-Member Service Animal Committee-member Women Veterans Committee-member Disruptive Behavior Committee – Co-Chair Lead-Fix Phones VISN Group for Fix phones-VA MT Rep DECON TEAM-member National Disruptive Behavior Reporting
Workgroup- VA MT Rep Appointment Reminder Workgroup-member Congressional Rep Meeting-member
What is a Service Level Patient Advocate? An employee at the service level who assists
front-line staff and patients in resolving issues
Who can be a SLPA? Anyone can be a SLPA. If you are interested
in becoming a SLPA, please speak to your supervisor and the Patient Advocate Office.
Why is this program important? To show our veterans that we are concerned
and interested in correcting problems in each department at the lowest level possible.
Patient or family expresses concern or complaint to employee.
Can the employee resolve complaint?
YES NOPatient satisfied. No
further action required.
Employee contacts appropriate Service Level Patient Advocate (SLPA) and escorts/refers patient/family to that employee.
SLPA listens to patient’s concern. Can the SPLA
resolve complaint?
SLPA contacts Patient Advocate for Guidance/
Assistance
If necessary, Patient Advocate and SLPA will meet with patient/
family to try to resolve the complaint. Outcome is
communicated to the patient.
Patient Advocate enters into PATs, assigns issue code(s),
and closes out contact.
Complaint/Concern Resolved.
SLPA notifies Patient Advocate of any issues to be
entered into PATs
NO
YES
Service Level Patient Advocate Program
Audiocare Automated Appointment Reminder SystemPatients now receive an automated appointment
reminder call 2 business days before scheduled appointment.
Re-Call Reminder CardsPatients now receive a post card 30-60 days
before due for next appointment asking them to call to schedule
Patients receive appointment reminder post cards 1-2 weeks before scheduled appointment
New Billings Majestic ClinicNew services such as Dental, Surgeries (minor),
PT, Ophthalmology, and much more.
New Phone System Going to Cysco based phone system More features for patients and staff such as: IVR, Voice
Messages, wait times, etc. Anticipated install date completion is 8/1/14
Automated Prescription RENEWAL system: Patients will be able to call in to an automated system to
request RENEWALS on prescriptions that are expired/out of refills/have to be called in monthly.
Notification electronically sent to provider Once renewed sent to pharmacy and will be filled on due date Patients can call in 24-7 to request a renewal or check on
status of request. Anticipated completion date 7/1/14
• Phone– Christina 447-7960 or x7960
• Pager– 124
• Office- Administrative Building 1st Floor– Christina – Room 146
• FAX– 447-7732
• Email– Christina [email protected]