Customer Service/Patient Experience
Your health is our mission. We strive to provide excellent customer service and quality care to all our patients. Our customer service teams are dedicated to ensuring you are satisfied with your medical care. Use our Customer Service assets to help solve problems, answer questions, to tell us about concerns, or provide feedback on our facility’s services and care.
How can we help you today?
Patient Advocate
Patient advocates advise and help you with problems or concerns at this facility.
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 patient's 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 Clinic Supervisor to help resolve any concerns with the clinic. Patients may contact the Patient Advocate Office by mail, phone, e-mail or in person (location, hours and contact number are listed in the Contact Us section). 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 in reference to the findings. We appreciate your input. Your concerns and complaints help us to identify areas for performance improvement.
Ombudsman
The Ombudsman is a neutral, independent and impartial resource for Service Members and their Families. The Ombudsman will help resolve any issue for Soldiers assigned to the Soldier Recovery Unit, to include medical, personnel, finance, legal, transition, Disability Evaluation System and Veterans Administration matters. The Ombudsman will also support non-SRU Service Members and their Families who need assistance with medical related issues. In every case, the Ombudsman will attempt to connect the Service Member or Family with appropriate subject matter experts. Email the Ombudsman Team:
usarmy.cavazos.medcom-crdamc.list.ombudsman@health.mil.
Beneficiary Counseling and Assistance Coordinator
The Beneficiary Services Office is composed of Beneficiary Counseling and Assistance Officers (BCAC), Debt Collection Assistance Officers (DCAO), Health Care Assistants, Enrollment Managers and Enrollment Assistants. Collectively, the staff of Beneficiary Services has years of experience at CRDAMC addressing current issues in the health benefits arena.
More information is available on our Beneficiary Services page:
Beneficiary Services Office
ICE vs Formal Complaint
ICE
ICE comments are filed electronically through CRDAMC or Fort Cavazos websites. ICE comments are viewed by:
- Clinic Supervisors
- Hospital Commander
- III Corps Commander
Responses to ICE Comments are provided within 3 business days to individuals that provide contact information.
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 is described in the overview below.
- Complaints are processed through the Clinic/Department Chief who will investigate in order to help resolve the issue.
- Formal Complaints have 10 business days for resolution.
- The Clinic/Department will contact the individual that filed the complaint to discuss the resolution.
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.
Patient Handbook:
Click the link below to view our patient handbook.
Some information in the handbook may not be accurate due to changes beyond our control.
Patient Handbook