2. Location – VISN/facility/city:436/Ft. Harrison VAMC/Ft. Harrison MT Size of facility:35,000-40,000 treated veterans b/w 2012-2013 Covers all of Montana (147,164 sq miles) 1 Medical Center (Ft. Harrison) 1 Nursing Home 14 CBOCS # of advocates:1-Ft. Harrison (working to hire 1 FT Billings and 1FT FH) Hours for walk-in office:800am-400pm Hours spent addressing phone calls:~4-6 hrs per day Average # complaints per quarter/year:~1700 per qtr/6800 per year How much mail do you typically receive:~5 written letters per week but we are on MyHealtheVet so the majority of written complaints come thru via email

3. Top 10 Complaints COMPLAINTS BY CLINIC/PROBLEM 1st QTR TOTAL 1Consult Tracking82 2 PHONES- Total for Month81 3TRAVEL PAY ISSUE77 4PAIN MED COMPLAINT51 5 FORT HARRISON PHONES40 6NAO40 7VBA25 8 SCHEDULING Complaints22 9MISSOULA19 10 FORT HARRISON OPT CLINICS16 CHANGE IN PROVIDER REQUEST30 TOTAL NUMBER OF CONTACTS THIS MONTH1585 Top 10 Complaints COMPLAINTS BY CLINIC/PROBLEM 2nd QTR TOTAL 1TRAVEL PAY ISSUE104 2NAO65 3Consult Tracking55 4PAIN MED COMPLAINT43 5MISSOULA32 6VBA31 7 FORT HARRISON OPT CLINICS27 8PROSTHETICS26 9PHONES- Overall23 10Havre22 CHANGE IN PROVIDER REQUEST 39 TOTAL NUMBER OF CONTACTS THIS MONTH1284 1 st Quarter Top Ten 2nd Quarter Top Ten

4.  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.  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.  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.

8.  Audiocare Automated 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.

9.  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

10. Phone – Christina 447-7960 or x7960 Pager – 124 Office- Administrative Building 1 st Floor – Christina – Room 146 FAX – 447-7732 Email – Christina christina.lundstrom@va.gov