Patient Relations

The Fort Drum MEDDAC Patient Representative Office serves as the contact point for all patient satisfaction concerns, compliments and suggestions. We are the liaison between the patients and the Guthrie Ambulatory Health Care Clinic or Troop Medical Clinics. We can assist you in obtaining assistance and/or answers to your concerns. We are the point of contact for information on your Patient Bill of Rights and Responsibilities, Advanced Directives, Patient Privacy and information on the Rules and Regulations of the MEDDAC.

The Patient Representative Office is also the point of contact for our patients who may require a medical translator during their appointment. In most cases the Patient Representative Office will require at least 48 hours to arrange for a medical translator to be present. If you think that you or your family member may need a translator, please contact the Patient Representative Office at 315-772-4655/7368.

 

What is the new JOES system?

To provide beneficiaries with a more uniform and thorough method for voicing their healthcare experience and satisfaction across all branches of the Armed Services, the Military Health System has rolled out a new, unified outpatient survey system for all Military Treatment Facilities (MTFs).
 
With each branch of service having a different survey, it was difficult to accurately measure the quality of service being provided to beneficiaries. The Joint Outpatient Experience Survey (JOES) combines and standardizes long-standing methods used by the Army, Navy, Air Force and Defense Health Agency/National Capital Region to learn about beneficiary health care experiences with the goal of improving services and making better MTFs across the board.
Randomly selected beneficiaries will receive a survey within 1-2 weeks after their appointment through the mail with the option to fill out the survey via paper copy or online. A postage-paid envelope will be enclosed for those who choose to use the printed form, and for those who choose the online method a dedicated password for the website will be provided.
This survey is completely confidential and responses will not affect the health care beneficiaries receive in any way. We welcome your input and are delighted to serve you and your family.
 

How do I make a comment, complaint or compliment?

There are several ways for you to be heard here at Fort Drum.

  1. You may, at any time, contact your Patient Representative Officer at 315-772-4655/7368 or walk in to see the Patient Representative at Guthrie Ambulatory Health Clinic, Suite 1858, no appointment is required.

  2. If you prefer, you may use the Interactive Customer Evaluation (ICE) program. After you click the Submit button your comments will be sent to the Patient Representative Officer via Email. If you would like a response, please ensure that your name and telephone numbers are included.

  3. Finally, you may submit a Comment Card in one of our drop boxes located at the Primary Care and Pharmacy areas.

And remember compliments are also welcome!!!

 

What needs to be included in my comments?

USA MEDDAC, Fort Drum Patient Representative Office requires no format or special form to file when you want to be heard. The following items are helpful to ensure that your concerns, complaints, or compliments are sent to the correct departments.

  • Your name (and the Patient’s name if you are not the Patient.) You may file a anonymous comment via the ICE program or the Commander’s Suggestion Box, but no follow up with you will be possible.

  • Good contact Telephone numbers and/or addresses or emails (if you have requested contact)

  • Sponsor’s or your last 4 social security number (SSN). Please do not include the full SSN, especially over the internet.

  • All names of the people that have affected your care (positive or negative).

  • Times and dates relating to the incident that you wish to make comment on are great but you do not have to be exact.

  • How you feel about the situation. Not just the facts, but how the situation that you are commenting on has affected your emotions and your perception of your healthcare.

  • What you are looking to achieve with this complaint or comment. This is a very important part of your comment, but it will be the hardest to write.

Comments do not have to be in military format or in advanced legal jargon. In fact, it is always more effective to have your comments in the plainest words possible. If you have requested to be contacted in regards to your comment, you should receive contact from the Patient Representative Office within two working days of your statement being received. If you have any questions about the complaint or grievance policy at USA MEDDAC Fort Drum, please do not hesitate to contact us. Thank you.

 

Translation Services

The Patient Representative Office is also the point of contact for our patients who may require a medical translator during their appointment. In most cases the Patient Representative Office will require at least 48 hours to arrange for a medical translator to be present. If you think that you or your family member may need a translator, please contact the Patient Representative Office at 315-772-4655/7368.

Contact Information 
Phone: (315) 772-4655 / 7368
Hours:

Monday - Friday: 8 a.m. - 4 p.m.

Location:

Suite 1858

11050 Mt. Belvedere Blvd.

Fort Drum, NY 13602

 

We Want To Hear From You

Do you have suggestions, issues, complaints or concerns about your care?

Patient Advocate Office: (315) 772-4655 / 7368
Patient Safety Manager:

(315) 772-9808

Joint Commission:

(800) 994-6610

Joint Commission Email: complaint@jointcommission.org