• Advocate team looks out for patients' concerns

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  • Munson Army Health Center
    Munson Army Health Center is dedicated to providing high-quality, cost-effective, accessible medical care and health promotion programs to beneficiaries. The MAHC team strives to treat everyone with dignity and respect and make every encounter the most pleasant, patient-friendly experience possible.
    MAHC Patient Advocate Tiffany Dipman and Assistant Patient Advocate Kathy Budke are available to beneficiaries with concerns, compliments or suggestions.
    Dipman and Budke are available for walk-in consultations in their offices, rooms 1C006A and 1C005 in the main health center, 8 a.m. to 4 p.m. Monday through Friday. Dipman can be contacted at 684-6211 or tiffany.m.dipman.civ@mail.mil. Budke can be contacted at 684-6110 or kathy.s.budke.civ@mail.mil.
    Dipman said beneficiaries can talk to her or Budke about anything that has to do with MAHC. She said if beneficiaries have feedback and they are in the facility, they should stop by her office.
    “(Stop by) for anything — compliments, concerns, health benefits or claims they are having issues with,” Dipman said, “and pretty much any questions about Munson processes or how things work.”
    Dipman said she will answer questions, explain policies, and make calls to help get answers and forward feedback to the command.
    One of the issues Dipman wants beneficiaries to know about is bills. Dipman said she can help beneficiaries find out why bills were not paid and help the claim get filed correctly if applicable.
    “I want to help our beneficiaries before they get sent to a collection agency,” Dipman said. “After that, it is a bit more difficult to clear things up.”
    Beneficiaries can help prevent unpaid claims by making sure they have current authorizations for referrals in place and that service they are seeking is a covered benefit before seeing a provider outside of MAHC.
    Dipman said she and Budke also keep a close eye on the Joint Outpatient Experience Survey results. These surveys are mailed to beneficiaries after a visit with a provider.
    “I really encourage everyone to fill the surveys out,” Dipman said. “Not only will it help us know where we need to improve and what we are doing right, but we receive incentive funds when we score outstanding. The extra funding improves patient services,” Dipman said.
    Question 23 on the survey asks about overall satisfaction.
    “Our goal is to receive an ‘Outstanding’ on question 23. We want to make the patient experience as pleasant as possible,” Dipman said.
    Beneficiaries can also fill out comment cards that are available in each of the sections or submit an Interactive Customer Evaluation comment. A link to the ICE website is on the MAHC homepage at www.munson.amedd.army.mil. Beneficiaries are asked to include contact information so additional information can be provided, if necessary, to fully address their concerns.
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