Customer Service

Patient Advocate

The U.S. Army Medical Department Activity, Fort Drum and the Guthrie Army Medical Home is dedicated to providing high-quality, safe, cost-effective, accessible medical care and health promotion programs to beneficiaries. The Fort Drum Medical Activity team strives to treat everyone with dignity and respect and make every encounter the most pleasant, patient-friendly experience possible.

The Patient Advocate’s primary assignment is to assist you in exercising your rights as a patient. They are also available to act as your advocate and to provide a specific channel through which you can seek solutions to problems, concerns and unmet needs.

Ombudsman

Our Ombudsman hears and investigates complaints to mediate fair settlements, especially between aggrieved parties such as consumers and institutions or organizations. The Ombudsman also provides support and education for patients and families with complex medical issues.

The Ombudsman can cut through the red tape by linking Soldiers and Family Members with resources to answer questions, resolve issues, obtain accurate information and expedite services. 

Benefits of the Ombudsman Program

• Early conflict resolution to deter negative implications and impact to organization and leaders
• Honest Broker – “someone who speaks to both sides involved in an argument or disagreement and tries to help the two sides to agree”
• Patient Advocacy only addresses medical issues internal to the MEDDAC footprint
• Alternative Dispute Resolution, Mediation
• When an individual is unable or unwilling to surface a concern directly, we can assist by helping give voice to the concern and /or creating an awareness of the issue among appropriate decision-makers on the installation

  If you require the services of the Ombudsman, call 315-772-6466.

Beneficiary Counseling and Assistance Coordinator (BCAC)

Our BCAC is here to educate and help you with your TRICARE-related inquiries.

Debt Collection Assistance Officer (DCAO)

Our DCAO is here to help beneficiaries with resolving debt collections due to unpaid TRICARE claims.  The debt must be in collections or listed on your credit report.     

How did we do?

We value you as a patient and as a member of the Fort Drum Medical Activity team. We are driven to create the best health care experience possible, but we can’t do it alone. Your ideas are valuable. Tell us what we’re doing right and what we can do to improve. Better yet, share your health care experiences here and give us tips on how we can better serve you.

We are honored that you entrust us with your health and we care what you think. That’s why we are driven to bring the best health care experience possible. In just a few minutes, you can provide information that helps us to better understand your needs.

Interactive Customer Evaluation (ICE)

ICE is a web-based tool that collects your feedback on services at this facility.  Beneficiaries can fill out comment cards that are available in each of the sections or submit an Interactive Customer Evaluation comment (ICE). The ICE system allows customers to submit online comment cards to provide feedback to the service providers they have encountered. ICE allows beneficiaries to rate products and services provided by DoD offices and facilities worldwide. Your comment card ratings are used to improve the products and services available to you.

We welcome your feedback, and ask that you include your contact information so we can follow up to let you know your concerns were addressed.

Joint Outpatient Experience Survey (JOES)

We also encourage you to fill out the Joint Outpatient Experience Survey (JOES), if you should receive it in the mail. JOES asks beneficiaries across military medicine about the care they receive. From provider knowledgeability and communication, to services received at the pharmacy, radiology or lab, to the courtesy you received at the Fort Drum Medical Activity .

The JOES survey is sent to you by mail or email. It’s completely confidential, and when you fill it out you’re helping us serve you better. We’re monitoring the outpatient experience of beneficiaries because we believe there is no higher calling than serving those who serve, have served or those who support those that serve/have served.

Your positive and negative comments are critical to our continual improvement.

Patient and Family Partnership Council (PFPC)
Do you have ideas to help improve your medical care?
Become a patient and family partnership council volunteer!

Patient and Family Partners help us by:

• Sharing stories about their healthcare experience
• Helping to create materials and plans for improving health care quality and safety
• Providing input on how to improve our policies and care practices
• Giving feedback about their medical care
• Letting us know what went well and what we can do better

What skills do you need?

Partners should be able to:

• Listen and share their opinions respectfully
• Think about ways to improve healthcare
• Work well with others

No other qualifications are required.  However, you must be willing to become an American Red Cross Volunteer to obtain appropriate certification (including a security clearance).  We will provide any necessary training.

To receive information on how to volunteer, fill out the form on the right.