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Resolve a concern

Patients have the right to make recommendations, ask questions, or file grievances to the military treatment facility Patient Advocate. If concerns are not adequately resolved, patients have the right to contact The Joint Commission at 1-800-994-6610, or by submitting a concern or complaint online.

Patient service is our number one priority at the 359th Medical Group. We are committed to providing each and every one of our patients - both internal and external - the highest quality of service available anywhere. We have many programs in effect at 359th Medical Group designed to enhance satisfaction with the care and service we provide.

Patient Advocate Program

The 359th Medical Group Customer Advocate Creed: "We are dedicated to successfully advocating for what is right, equally for all customers, the 359th Medical Group, and the Air Force, and continually pursue opportunities to improve processes, enhance customer satisfaction, and eliminate barriers."

Each clinic you visit at the Randolph Clinic has primary and alternate Patient Advocates. They will be able to help resolve your patient care concerns. If during any visit to any of our military treatment facilities, we have not succeeded in meeting your expectations, we will work to address the issue immediately. We strive for excellence in patient care. We value our patients' feedback, as it helps us to identify problems and implement improvements. If you would like to provide feedback, please ask to see the Patient Advocate of the section you are visiting.

Patient Satisfaction & Safety Comment Cards

Our Interactive Customer Evaluation Program is now online. Patients can give feedback by vising the ICE website

If you do not want to complete your feedback online, you will find comment cards placed throughout the clinic at the front desk areas. Please fill one out and drop it in any comment card box located within the medical treatment facility.

Customer Relations Office

Beneficiary Counseling & Assistance Coordinator/Debt Collection Assistance Officer: 210-652-2169/Rm1A300

TRICARE Operations/TOL Administrator 210-652-2169/Rm1A300

Please let us know if there is something we can do better or what we did well. We appreciate your feedback and the opportunity to improve our service and/or focus on the things we do well. Thank you!