Medical commanders, planners discuss customer service

  • Published
  • By Capt. Jason Medina
  • U.S. Forces Japan Public Affairs
YOKOTA AIR BASE, Japan (AFPN) --  Representatives from the U.S. military medical community in Japan met here Oct. 26 to 27 to discuss ways to improve customer service.

The purpose of the conference was to "knock down the obstacles" to customer satisfaction, said Col. Mark Presson, command surgeon for U.S. Forces Japan, 5th Air Force and commander of the 374th Medical Group at Yokota. 

"The healthcare received at USFJ facilities is top-notch," the colonel said, "but there's always room for improvement because people are at the heart of our business."

The 100,000+ strong customer base in Japan is fairly diverse.  Overseas military treatment facilities must usually service the entire base populace -- federal government civilians, contractors, even school teachers -- all of whom rely on the military medical community for their healthcare needs.

Some U.S. facilities have already established cooperative relationships with hospitals in the community to provide time-sensitive care, and at least one provides "go-bags" to patients, consumable supplies that may not be provided at Japanese hospitals. So a "go-bag" for a pregnant patient, for instance, would include disposable diapers and wipes.

A staunch advocate of patient- and family-centered care, Colonel Presson said that medical personnel who interface with patients, such as appointment clerks, providers and physicians, should be "courteous and responsive ... and find ways to say 'yes'," he said.

Attendees were encouraged to explore innovative ways to support the families of deployed members. 

"When we take great care of our folks, the mission is going to get accomplished," he said. 

This year, medical planning officers -- a job typically held by military hospital administrators -- used the conference to discuss the medical community's role in operational planning. Medical planners are the resident experts in mobilizing an installation's medical staff and capabilities during contingencies.

Topics ranged from natural disaster in the region to pandemic influenza to wartime patient care.

"This is the first time we've all met in one room," said U.S. Army Lt. Col. Scott Warner, U.S. Forces Japan medical branch chief, "and I feel good about the momentum we developed."