Patient Experience Office
The dedicated healthcare providers and support staff of Eisenhower Army Medical Center strive to meet our customers needs and expectations by consistently delivering quality patient-focused healthcare and preventive services to our beneficiaries while maintaining a safe and pleasant environment. We realize that one of the most important factors in patient care is communication. We encourage our patients to ask questions and voice their concerns to their healthcare providers. If patients have questions, concerns, or complaints regarding healthcare or services at our facility, they may contact our Patient Experience Office.
The Patient Experience Office serves as a link between patients and hospital staff at all levels. Our office is easy to access and serves as our patient's liaison for expressions of satisfaction; education and information regarding policies, procedures, and systems; and/or concerns about care and safety within the hospital. We believe in and fully support the patient’s right to:
- present valid concerns or complaints
- request individual assistance
- make recommendations or suggestions
Patients may contact the Patient Experience Office by mail, phone, e-mail or in person. If presenting a complaint, patients may be asked to provide written documentation or a summary of events. The Patient Experience Office will open a complaint and gather the necessary information to resolve the issue. Based on the findings, intervention and/or actions may be taken by the Clinic, Department or the Command. Valid concerns and complaints help us to identify areas for performance improvement.
We remain committed to constantly improving our services and facilities and your input helps us in this endeavor. Eisenhower's Interactive Customer Evaluation
is available for you to rate and tell us how we are doing.
Our facility is accredited by The Joint Commission. If your care or safety concern cannot be resolved by the Patient Experience Office, we invite you to contact the Office of Quality and Patient Safety at The Joint Commission. The preferred method to submit a patient safety concern or complaint is through the online submission form found at www.jointcommission.org
. The form may also be downloaded and submitted by mail.
The Patient Advocate Office is located on the second floor in the Managed Care area, room 2O-04