Help always available for patient concerns

  • Published
  • By Airman 1st Class Marissa Tucker
  • 4th Fighter Wing Public Affairs
SEYMOUR JOHNSON AIR FORCE BASE, N.C. --  Contrary to popular movie theater versions of scary, needle jabbing military healthcare professionals, there are those whose sole purpose is to ensure patients receive the most adequate, timely and personal care possible. They are on hand to address apprehensions or anxieties patients may have in a manner which they do not have to fear reprisal from.

The Patient Advocacy Program exists to provide a way for patients to address any concerns they have with their healthcare providers about treatment, medication or referrals, said Sylvia Cunningham, 4th Medical Group patient advocate officer.

"When people have issues or concerns with their visit to the clinic, there is always a person to speak with about it," she said. "That's what patient advocacy is all about; no one has to be unhappy about their healthcare here."

Squadron commanders appoint patient advocates who receive training on how to handle anyone dissatisfied with their service at the clinic or who have concerns about their medical care, Cunningham said. Currently, there are more than 15 advocates assigned to various squadrons here.

"More times than not, people do not really want to complain," Cunningham said. "A lack of good communication is usually the issue, such as when a patient may not completely understand why a doctor prescribes them a certain medicine or none at all. The doctors have regulations a patient may not know about, and when they finally do understand it, the problem really isn't a problem anymore."

Addressing concerns before leaving the clinic is also helpful in quickly resolving problems, said Tech. Sgt. Christopher Johnson, 4th Medical Support Squadron knowledge operations manager and former patient advocate. Johnson encourages patients to remember details and be flexible enough to understand the other side of the situation.

"No matter what the situation is, if it has caused a patient concern, he or she should voice (it) as soon as possible," Johnson said. "Frustration can be difficult to deal with, and just having a sympathetic ear to voice that frustration to can go a long way."

Asking questions to a medical provider is the quickest way to resolve any issues one may have with them. Solving problems at the lowest level usually is the best solution but sometimes, it does take more than that, Cunningham said.

"In the four years I've been here, there have only been about four problems that have gone beyond the patient advocate and provider," she said. "The patient advocates have been instrumental in keeping that number down. When they could not solve the issue, the problem was reported up through the chain of command and handled accordingly, but we always want to solve the matter at the lowest level possible."

There is always something patient advocacy can do to help, although patients will not always get the solution they want, Cunningham said. While compromise is not always possible on some things such as referrals because of regulations, a solution is always offered to the patient.

"There are a lot of hard working people in the clinic trying their best to make sure everyone's health is top notch, but sometimes, situations do arise," Johnson said. "That's what we're here for."

For questions about patient advocacy or to address a patient concern, call Ms. Cunningham at (919) 722-1836.