Getting Care

Patient Experience Division

The Patient Experience Division is easy to access and serves as our patients’ liaison for expressions of satisfaction. We offer education and information regarding policies, procedures, systems, and concerns about care and safety within the hospital.

We believe in and fully support the patients’ right to:

  • Present questions, complaints or compliments
  • Request individual assistance
  • Make recommendations or suggestions
Most problems and concerns are best resolved in the clinic or the service area providing services to you and your Family. We suggest, speaking to the area supervisor to help resolve any concerns with the area. Patients may contact the Patient Advocate Office by mail, phone, e-mail or in person (location, hours and contact number are above). If presenting a complaint, patients will be asked to provide written documentation or a summary of events. The Patient Advocate Office will open a complaint file and gather the necessary information to investigate to help resolve the issue. Based on the findings, intervention and/or actions may be taken. You will be contacted by a staff member reference the findings. We appreciate your input. Your concerns and complaints help us to identify areas for performance improvement.

ICE vs Formal Complaint

ICE comments  are filed electronically through CRDAMC or Fort Hood  websites ICE comments  are viewed by:

  • Clinic Supervisors
  • Hospital Commander
  • III Corps Commander
Responses to ICE Comments are provided to individuals that provide contact information within 3 business days.  

Formal Complaint Process
Formal complaints may be filed with the Patient Advocate Office  through electronic or traditional mail.

Formal Complaints Information
  • A written complaint filed with the Patient Advocate Office as described in the overview below.
  • Complaints are processed through Clinic / Department Chief who will investigate to help resolve the issue.
  • Formal Complaints have 10 business days for resolution.
  • Clinic / Department will contact the individual that filed the complaint to discuss the resolution of the complaint to the Patient Advocate Office.
Every beneficiary, patient, family member, and visitor is important to us.  Your feedback helps us deliver an exceptional patient experience every single time.  Please help our efforts to continue to deliver the highest quality care and experience by providing your feedback, comments, and suggestions through the variety of surveys listed below.

Share your comments, concerns, and recommendations with us through the Interactive Customer Evaluation (ICE) system, and TRICARE Inpatient Satisfaction Survey (TRISS) following your care. 

Contact Us

Hours

Monday - Friday
7:30 a.m. - 4 :30 p.m.
Closed Weekends & Federal Holidays

Phone​

(254) 288-8156

Email

usarmy.hood.medcom-crdamc.mbx.websitecomments@health.mil

Location

36065 Santa Fe Avenue
Room 22-C08, on the second floor of the Woodlands clinic near Ophthalmology
Fort Hood, Texas 76544

Don't forget to keep your family's information up-to-date in DEERS.