HOLLOMAN AIR FORCE BASE, N.M. -- The 49th Medical Group is not only committed to providing “Trusted Care anytime, anywhere,” but providers and technicians are also dedicated to
improving the whole patient experience. One of the ways they do this is with the help of the Patient Family Advisory Council.
The PFAC program was established in the U.S. Air Force in 2017. Holloman’s PFAC is composed of 17 members including retirees, active duty personnel and dependents. Each month the PFAC meets with 49th MDG leaders to discuss direct feedback received from patrons and search for ways to improve clinic operations and processes.
Feedback is collected from comment cards, staff observations and from wing leaders and first sergeants.
“The medical group is able to take the feedback, positive or negative, and bring it back to the staff to either continue doing good things or improve on those good things and make them better,” said Douglas Pinard, 49th Force Support Squadron secretary and PFAC member. “If it’s an area that needs some improvement, they’re able to put a little additional focus on that, or they can pinpoint through our feedback what the issues are.”
One issue that the PFAC was able to help with is the training of FSS child care providers. The issue here was that the wait list for the training was about two-three months long and with a shortage of child care providers already the FSS couldn’t wait that long. This issue was brought up during a meeting with the chief nurse present and they were able to fix it.
One of the major things that the PFAC has helped the medical group with is transitioning to the electronic health record database Military Health System Genesis. The council was able to help resolve some issues patients were experiencing with appointments and prescriptions.
“We want you to have a good experience when coming to the medical group,” said Jamie Myers, 49th MDG patient advocate. “If something happens when you come in for an appointment or something else and you have a terrible experience, we want to know about it so we can make it better the next time you come in.”
Patients can provide feedback to the medical group by using Interactive Customer Evaluation cards or by speaking to a PFAC member. Members interested in joining the PFAC can contact Jamie Myers at jamie.l.myers18.civ@health.mil or call (575) 572-0812.