Patient Advocate Program ensures patients receive quality care Published Nov. 30, 2010 By Sylvia Cunningham 4th Medical Group SEYMOUR JOHNSON AIR FORCE BASE, N.C. -- The Patient Advocacy Program is designed to ensure everyone, including both active-duty and civilians, enrolled to the 4th Medical Group has access to quality healthcare. Patients are not always aware of their rights, benefits or treatment options; and, as a result, misunderstandings can quickly evolve. The goal of the Patient Advocacy Program is to resolve any conflicts that may arise during a patient's visit so they can focus on meeting their healthcare needs. What is a patient advocate? They are members of the 4th MDG whose job is to ensure patients' issues and concerns are heard and addressed appropriately and immediately. They will investigate and follow-up with clinic staff to facilitate resolutions of all issues and concerns to maximize patient satisfaction. Per a patients' request, an advocate will become involved and focus on: ● Improving communication ● Accessing information ● Addressing concerns ● Resolving difficulties ● Waiting issues ● Scheduling problems ● Communication concerns ● Billing issues related to care ● Physician issues ● Treatment related issues The patient advocate will gladly assist patients experiencing any difficulties during their visit and will address questions or concerns about any aspect of care. Bringing requests, concerns or complaints to the patient advocate is not viewed as making a complaint. It is a resource that is in place to provide patients with support and assistance if needed. Patients are welcome to contact the patient advocate at any time to discuss their situation. Confidentiality is highly respected and maintained. The focus is on the best interest of the patient. Major clinics within the medical group (Family Medicine, Pediatrics, Women's Health, Pharmacy etc.,) have section advocates assigned to help meet the needs of their patients. Communication is key; so the sooner a patient speaks to a patient advocate, the better. When checking in for an appointment, a patient should receive a customer service card. This card contains information on how to contact a patient advocate if you desire. Photos of section advocates are also posted in clinic waiting rooms. If a section advocate cannot adequately resolve an issue, patients are encouraged to contact the 4th MDG patient advocate officer, Sylvia Cunningham. She can be reached by e-mail at sylvia.cunningham@seymourjohnson.af.mil, by phone at (919) 722-1836, or in her office located in room 1410 of the main clinic. The 4th MDG staff hopes their patients will take advantage of this program and welcome suggestions on how they can better serve their patients. Patient comment cards are available throughout the facility.