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Patient Resources

Patient Experience Branch

Welcome

Welcome to Patient Experience Branch. We thank you for taking the time to visit our website and provide us with your feedback, comments and suggestions. We remain committed to constant improvement of our services, facilities and it is our goal to provide excellent customer service and quality care for all our patients, in both a timely and efficient manner. Your feedback will help us in this endeavor.

Mission and Vision

The mission of the Patient Experience Branch is to act as a liaison between patients and staff with a goal of finding the best solution for the patient and the organization.

The Patient Experience Branch at Brooke Army Medical Center is established to ensure patients' unresolved needs are met. It is designed to ensure patients are satisfied with their medical care. Our mission is to expedite their processing through the system, and to enhance the relationship between the patient and the staff at Brooke Army Medical Center. This program will also provide Customer Relations Training which provides an opportunity to evaluate the effectiveness of consumer awareness and ensure patients, as well as staff, are treated with the respect and dignity they deserve.

Most problems and concerns are best resolved in the clinic or the service area providing services to you and Family. First, we suggest, speaking to the clinic advocate, ward advocate, or clinic staff member to help resolve your concerns in the clinic or the service area providing services to you and Family.

If the clinic advocate, ward advocate, or staff members were not able to resolve your concerns, please do not hesitate to call Patient Experience Branch and speak to one of the Patient Advocate Specialist. The Patient Experience Branch staff is here to ensure your concerns and suggestions are properly addressed. Our office is here to assist you with any situation in which our hospital staff may not able to provide immediate resolution. Above are the numbers of our Patient Advocate Specialists. Feel free to call us with your concerns, suggestions and compliments. We strive to provide the best healthcare program to all beneficiaries and with your feedback; we will continuously seek better alternatives to provide these services. Your concerns are always important to us.

Patients may contact the Patient Experience Branch by email, phone or in person (location, hours and contact numbers are listed above). If presenting a complaint, patient may be asked to provide written documentation or a summary of events. The Patient Experience Branch will open a complaint file and gather the necessary information to investigate to help resolve the issue. Based on the findings, intervention and/or action may be taken. You will be contacted by a staff member reference the findings. We appreciate your input. Your concerns and complaints help us to identify areas for performance improvement.

Overview

Our office is easy to access and serves as our patients’ liaison for expressions of satisfaction. We offer education and information regarding policies, procedures, systems, and concerns about care and safety within the hospital. We believe in and fully support the patients’ right to:

  • Present questions, complaints or compliments
  • Request individual assistance
  • Make recommendations or suggestions

Patients may contact the Patient Experience Branch by mail, phone, and e-mail or in person (location, hours and contact number are above). If presenting a complaint, patients may be asked to provide written documentation or a summary of events. The Patient Experience Branch will open a complaint file and gather the necessary information to investigate to help resolve the issue. Based on the findings, intervention and/or actions may be taken. You will be contacted by a staff member reference the findings. We appreciate your input. Your concerns and complaints help us to identify areas for performance improvement.

Contact Us

Hours of Operation

Monday-Friday: 0730-1630 Closed on Federal Holidays, designated Training Holidays and Weekends

Location:

Bed Tower, 1st Floor, Room 119, Near the Patient Administration Office

Phone:

(210) 916-2330

Address:

Brooke Army Medical Center

3551 Roger Brooke Drive
Fort Sam Houston, Texas 78234

Email:

usarmy.jbsa.medcom-bamc.list.bamc-patient-advocacy-center@mail.mil
Don't forget to keep your family's information up-to-date in DEERS.