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Patient Advocates

Patient Advocates. Demographics. Top 10 Complaints FY 2014 by Quarter. 1 st Quarter Top Ten 2nd Quarter Top Ten. Most Common Duties. Listening to patients about problems or concerns they have with care and help provide solutions

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Patient Advocates

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  1. Patient Advocates

  2. Demographics

  3. Top 10 ComplaintsFY 2014 by Quarter 1st Quarter Top Ten 2nd Quarter Top Ten

  4. Most Common Duties 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.

  5. COMMITTEES: • 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

  6. Service Level Patient Advocate (SLPA) • 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.

  7. What’s New in 2014? • AudiocareAutomated Appointment Reminder System • Patients now receive an automated appointment reminder call 2 business days before scheduled appointment. • Re-Call Reminder Cards • Patients 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 Clinic • New services such as Dental, Surgeries (minor), PT, Ophthalmology, and much more.

  8. What’s Coming in near future? • 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

  9. Contacting a PA • 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

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