59MDWI46-101 — Patient Experience And Patient Advocate Program

59MDWI46-101 governs policies and procedures for the Patient Advocate and Patient Experience Program at the 59th Medical Wing.

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  • Publication number: 59MDWI46-101
  • Title: PATIENT EXPERIENCE AND PATIENT ADVOCATE PROGRAM
  • Date: 2022-05-05

View 59MDWI46-101 on armypubs.army.mil

59MDWI46-101 establishes objectives, assigns program personnel responsibilities, and sets processes for handling patient concerns and special complaint categories. It also requires initial, annual refresher, and role-specific training for patient advocates and customer service personnel.

Applies to: This instruction establishes policies and procedures for the Patient Advocate and Patient Experience Program at the 59th Medical Wing (MDW) and applies to all personnel assigned, attached, or on contract to the 59 MDW.

Topics covered

  • Patient experience
  • Patient advocate program personnel
  • Patient concerns
  • Special categories of complaints
  • Patient advocacy training
  • Interactive Customer Evaluation
  • Joint Outpatient Experience Survey

Questions and answers

Who must attend patient advocate training?

Patient advocates will attend initial training and annual refresher training. Attendance is required for anyone newly assigned to a Clinic/Section’s patient advocacy duties. (paragraph 2)

What training topics are covered for patient advocates?

The topics listed below will be covered throughout the year. (paragraph 2)

How soon should patients be contacted after reporting a concern?

Patients should be contacted within 3 duty days of reporting a concern and the concern should be resolved as soon as possible; target is within 5 duty days. (paragraph 2)

How many attempts must be made to contact a patient about a concern?

Ensure a minimum of 3 documented attempts have been made to contact a patient when addressing patient concerns. (paragraph 2)

How should patient advocates handle concerns involving disruptive or abusive patients?

In situations involving disruptive or abusive patients after documentation using 59 MDW Form 37, the Medical Law Consultant will be consulted by Wing or Group Patient Advocates. (paragraph 2)

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