Patient Advocate Office

Mission and Vision

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

Most problems and concerns are best resolved in the clinic or the service area providing services to you and your Family. We suggest, speaking to the area supervisor to help resolve any concerns with the area. You are welcome to visit our office, call the number listed below or Email the Patient Advocate Office.

Hours and Location

Contact Us Telephone / Walk-In hours
Main: (254) 288-8156
Email the Patient Advocate Office
Monday – Friday: 7:30 a.m. – 4:30 p.m.
Thursday: Closed 12:30 p.m. – 4:30 p.m. 1st and 3rd Thursday (Closed for Administrative Training)
(Closed Federal Holidays and designated Training Holidays)
Mailing Address Location
Carl R. Darnall Army Medical Center
ATTN: MCXI-QPE
Patient Advocate Office
BLDG #36065
Fort Hood, Texas 76544
2nd Floor, Clinic 2 ( down the hall from Opthamology), Room 22-C08

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 Advocate Office by mail, phone, 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 Advocate Office 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.

Policies and Procedures

ICE VS Formal Complaint

ICE Complaint Process

  1. ICE complaint is filed electronically via CRDAMC Website or Fort Hood Website
  2. ICE Complaints are viewed by:
    • Clinic Supervisors
    • Hospital Commander
    • III Corps Commander
  3. ICE Complaints are responded to within 72 hrs. (3 business days) as long as the individual provides contact information.
  4. Clinic / Department will contact the individual that filed the complaint to discuss a healthy resolution / explanation reference the complaint.

Formal Complaint Process

  1. A written complaint filed with the Patient Advocate Office as described in the Overview below.
  2. Complaint are processed through Clinic / Department Chief who will investigate to help resolve the issue.
  3. Formal Complaints have 10 business days for resolution.
  4. Clinic / Department will contact the individual that filed the complaint to discuss the resolution of the complaint to the Patient Advocate Office.

Our facility is accredited by the Joint Commission. If your care or safety concerns are not resolved to your satisfaction, we invite you to contact the Joint Commission Office of Quality Monitoring at: www.jointcommission.org, using the "Report a Patient Safety Event" link in the "Action Center" on the home page of the website.

  • By fax to 630-792-5636
  • By mail to The Office of Quality and Patient Safety (OQPS), The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181.

Reports of patient safety events to The Joint Commission must include the health care organization's name, street address, city and state.


page last modified on: 11/8/2018

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36065 Santa Fe Avenue Fort Hood, Texas 76544-4752 | Phone: (254) 288-8000 | Today is Tuesday, December 18, 2018

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