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 christina.lundstrom@va.gov