Overcoming healthcare hurdles Published Aug. 25, 2011 By Lt. Col. Terence Mitchell 21st Medical Group PETERSON AIR FORCE BASE, Colo. -- Have you ever felt that the military healthcare system is just too difficult to understand? Would you like to know where you can go for help and information when dealing with unresolved healthcare issues or concerns? Well, here is some information to assist you. Staff members of the 21st Medical Group are professionals who continually strive to provide prompt, safe and quality medical care. We proudly operate in a considerate, respectful and courteous manner. There may be occasions, however, when you have additional questions or feel your expectations were not met. The 21st MDG Patient Advocacy Program provides you with several avenues for communicating your concerns and questions. Our goal is to quickly resolve your concerns at the lowest possible level. This program allows you to report grievances and concerns regarding policy and service to your attending provider, clinic supervisors, clinic patient advocates, 21st MDG patient advocate, 21st MDG chief of the medical staff or the MDG commander. The first MDG staff member aware of a patient concern or question will attempt to resolve the issue. If unable, they will introduce you to the section patient advocate. Our section patient advocates are trained to address and resolve most patient concerns or questions. For your convenience and easy identification, there is a picture of the section patient advocate posted in each clinical area. If the section patient advocate cannot resolve your concern, they will immediately elevate the concern to the 21st MDG Patient Advocate Program manager. Our goal is to contact you within one duty day to acknowledge your concern and request additional information as needed. Our patient advocates work hard to resolve your concern as soon as possible, however, depending on the situation, it may take a few days to get you an answer and address any related process or systems issues. Rest assured, we take concerns and feedback seriously and will take advantage of every opportunity to improve our internal processes. We thank you for entrusting us with your healthcare and look forward to seeing you at your next visit. You can learn more about your medical treatment team at http://www.peterson.af.mil/library/medicalgroup, or by following us on Facebook. Be the first to hear about new programs and process improvements.