Putting patients first: MDG holds town hall meeting, addresses concerns

  • Published
  • By Connie Hempel
  • 17th Training Wing Public Affairs
GOOFELLOW AIR FORCE BASE, Texas --  "We're here to serve you;" that's the message the 17th Medical Group sent out during their first-ever town hall meeting Nov. 10 at the Event Center.

With key personnel from each clinic, joined with MDG leadership, attendees were able to have their concerns addressed and questions answered while receiving information about what's on the horizon to better serve Team Goodfellow when it comes to medical care. Attendees were also introduced to the head patient advocate, Tech. Sgt. Charles Alloway, who's charged with helping patients get their medical issues addressed.

During the two-hour meeting, the hot topic of the night centered around obtaining medical appointments in the clinic and the referral system. Issues were brought forth concerning getting a same-day acute care appointment at the clinic versus being referred off-base. Participants were reassured when there is an appointment available in the clinic, they are filled on a first-come, first-serve basis; however, with only three primary care providers available between both family health clinic and student clinic as well as only one pediatrician on staff, acute care appointments have been limited. To fix this issue, the medical staff coordinated with TRICARE and local acute care clinics so patients could be seen on the same day off base without having to wait for a call back from a MDG nurse or provider.

"We'd like to be able to treat all our patients in house," said Col. James Forrest, 17th MDG Commander. "But right now we don't have the staff to be able to do that. We hope to have more doctors and nurses in the future to meet the needs of our patients."

MDG leadership also noted there are about 200 appointment no-shows a month. If a patient cannot make his appointment, cancelling allows another patient an opportunity to be seen.

Among the MDG representatives were mental health, optometry, pediatrics, pharmacy, dental and physical therapy, all who spoke about how they help Team Goodfellow and its families. With many family members not able to seek treatment through the dental or physical therapy clinics on base, TRICARE personnel were also on hand to answer questions on obtaining these services off base.

What surprised the crowd was the fact that family members could be seen at optometry here.

"Although we mostly serve active-duty members, there are always a few appointments available for family members to have eye exams," said Capt. Holly Hoffman, Chief of Optometry.

Another highlight for participants was the announcement of the medical group's Facebook page which will offer everyone the latest information about the clinic as well as serve as an avenue to communicate with medical staff.

"Our new Facebook page will allow us to get information out to patients quickly such as updates and closures," said Lt. Col. Tyler Sanders, 17th Medical Support Squadron Commander. "This will be a very convenient tool for our patients to know what's going on at the medical group and how they will be affected; especially with our construction project starting in the spring/summer next year."

The MDG plans to have town hall meetings twice a year, or more if the need arises, to make sure patients know that they are here to serve them. Notices on upcoming town hall meetings will be posted on their Facebook page: "Goodfellow AFB Medics".