COMMENTARY>Med Group improves appointment access

By Airman 1st Class Rochelle Sollars

19th Airlift Wing Public Affairs

Changes to the 19th Medical Group appointment line should help lower the blood pressure of those frustrated by the current system.

The 19th MDG is improving the process of booking appointments Jan. 28 with new calling hours for all beneficiaries of 7 a.m. - 4 p.m. Monday to Friday.

“These changes are being made solely to improve the access our beneficiaries have to the clinic for appointments and communicating with our provider teams,” Lt. Col. Bruce Woodford, 19th Medical Operations Squadron commander. “Providing compassionate care to our beneficiaries is the mandate we have for ourselves and improving services with our appointment line is one way we can be more compassionate.”

The 19th MDG incorporates a first call resolution to decrease wait times and provide the callers with faster service.

“There will be many changes as the appointment line is incorporated and managed by the clinics, but the goal is for the wait time for talking with the appointment clerk to be reduced and improve appointment access and question resolution,” said Colonel Woodford. “The appointment line call in time will start at 7 a.m. versus the 6 a.m. time, but there will be more personnel answering the phones especially at a time when other clinic staff is present to answer questions.”

All patients are still able to take advantage of on-line bookings by visiting www.tricareonline.com and following the instructions for easy access and convenient booking.

“There may be some hurdles for our staff to climb as we work to improve our service so we ask for your patience, and we ask for your feedback,” said Colonel Woodford.

The nurses triage service is still available, but the hours have changed from 4 p.m. - 7 a.m. Monday to Friday. If a beneficiary has a medical emergency of life, limb or eye sight they should call 911 or go to the nearest emergency room as circumstances dictate.

“We always welcome your suggestions and comments and encourage every patient to fill out our customer comment cards located throughout the 19th Medical Group,” said Col. David Stanczyk, 19th Medical Group commander. “This helps us identify not only where we excel, but improvement areas and other concerns from our patients.”