Lackland MDW focuses on providing 'The Perfect Patient Experience'

by Staff Sgt. Christopher Carwile
59th Medical Wing Public Affairs

11/17/2014 - JOINT BASE SAN ANTONIO-LACKLAND, Texas -- In another step toward building a climate of patient-centered care, the 59th Medical Wing held a seminar Oct. 15 primarily for patient advocates whose charter is to provide "The Perfect Patient Experience."

"We are passionately dedicated to a culture of patient-centered care," said Maj. Gen. Bart Iddins, 59th MDW commander.

The seminar, led by retired Chief Master Sgts. David Spector and Timmothy Dickens, focused on customer service. After deciding on eight critical areas that impact the overall patient experience, members were broken into groups, each covering a different area.

"We held the seminar as a way to share General Iddins' vision for customer service in the 59th Medical Wing," said Maj. Janet Blanchard, Business Innovation chief. "We are trying to educate all of the patient advocates on the expectation of striving for the perfect patient experience."

Blanchard explained that the traditional customer service model left advocates with divided loyalties - wanting to be the voice of patients, but also feeling a need to defend their duty sections' practices, coworkers and supervisors.

"While we applaud them [patient advocates] for their loyalty, we need to reinforce that the patient is at the center. To help with this, the chief master sergeants of the 59th Medical Wing have enthusiastically joined the 'Perfect Patient Experience' bandwagon. They are ready to assist the patient advocates."

The seminar focused on more than just training, using the critical area discussions to come up with real-world solutions. The discussions were geared to produce recommended changes in the 59th MDW, along with a 90-day implementation plan.

Iddins and the executive staff will be presented with these plans, which will be evaluated for possible implementation.

"Every health care related decision must be centered on the patient," said Iddins. "It is our privilege and honor to serve our nation's veterans and their families."