Customer Service

The Naval Health Clinic Patuxent River Customer Service Department has a Customer Service Representative (CSR) in each department to assist in resolving your concerns and questions as they occur. These department representatives have received customer service training; their individual photos are posted in the department to which they are assigned. We believe that most questions/concerns can be resolved quickly and effectively when properly trained staff are responsive and available to assist. Our goal is to assist during your visit when necessary so that you leave the clinic satisfied with the care and overall experience that you received.

You should initially be referred to the respective CSR so that your question or concern can be addressed in a timely manner with a staff member who is knowledgeable about that particular department or clinic. When attempts to solve a problem are not accomplished at the CSR level, the CSR should seek the assistance of the Customer Relations Officer, Ms. Gunn (301-995-4980).

There are several ways that you can contact us with compliments, questions, concerns, or complaints, including:

  1. Talk to the CSR in the department you are visiting!
  2. If your question or concern cannot be resolved at the department level with the CSR please contact the Customer Relations Officer, Ms. Gunn by phone (301-995-4980).
  3. Interactive Customer Evaluation (“ICE”) – click here to fill out and submit form
  4. Customer Comment Card - please fill out this card and place it in drop box. Cards and drop boxes are located throughout the clinic, pharmacy, physical therapy dept. and at the branch health clinics.
  5. Navy Patient Satisfaction Surveys- after your appointment, the U.S. Navy  Bureau of Medicine and Surgery (BUMED) utilizes random sampling methodology to send patients surveys to complete. NHC Patuxent River receives all feedback. Please take the time to respond, we value feedback.
  6. Dental Clinic surveys – after your appointment, the Uniformed Services University of Health Sciences (USUHS) utilizes random sampling methodology to send patients surveys. NHC Patuxent River receives all feedback. Please take the time to respond, we value all feedback.