The Patient Relations Office will provide liaison between staff, patients, their families and visitors to ensure the needs of the customer are satisfied. The Patient Relations program is designed to enhance services to our beneficiaries. Patient Relations is a network of designated persons throughout the hospital with superior problem solving skills, know their area procedures extremely well and function as patient advocates. This program will give our beneficiaries the opportunity to have their suggestions and concerns addressed in regards to enhancing customer service and bolstering process improvements within the command. Listening to our customers enables us to improve our services. The Patient Relations Program will also provide an opportunity for beneficiaries to provide positive feedback to the staff.
Each clinic, inpatient area, branch clinic, MCX Pharmacy and the Family Practice Clinics have designated Patient Relations Representatives (PRR). The PRR's photographs are prominently displayed, normally by the check-in desk or nurse's station. If a customer is having difficulty or has a concern, they should request to speak to the PRR. The PRR's responsibility is to make every effort to resolve the issue for that person. Those issues that are not resolved within the area are forwarded to the Patient Relations Office for resolution at the appropriate command level. The Patient Relations Office also tracks and trends all customer encounters. This data is used to evaluate our procedures and policies, with a continued emphasis on process improvement.
Liaison between staff, patients and their families
Staff training on quality customer service
Patient education on the customer relations program
Naval Medical Center Camp Lejeune is serious when we say customer service is important to us. Many issues are the result of misinformation or miscommunication and can be easily resolved. Please give us the opportunity to assist you.
After normal working hours, please contact the OOD via the Front Desk/Quarterdeck or call Patient Relations, leave your contact information and the Patient Relations staff will contact you the next working day.
As a last resort, if you feel the Commanding Officer has been unable to resolve the matter, you may call the Joint Commission’s office of Quality Monitoring at 1-800-994-6610, or you may email them at firstname.lastname@example.org.