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Fort Campbell’s Blanchfield Army Community Hospital working on addressing Appointment Line concerns

 

Blanchfield Army Hospital - BACH - Fort Campbell KYFort Campbell, KY – Blanchfield Army Community Hospital leaders are aware that some patients calling the Appointment Line may be experiencing longer than normal wait times and dropped calls.

“We appreciate our patients providing feedback to us about experiencing dropped calls and longer than normal wait times in using our Appointment Line,” said BACH Commander Col. George N. Appenzeller. “Patient feedback lets us know what we are doing well and helps us find areas where we can improve,” said Appenzeller.

In response to patient concerns, the Appointment Line contracted company has hired seven staff members to answer calls and they are currently completing the new employee process. In addition, BACH is working to purchase a new computer system to better route incoming patient phone calls.

“We expect to have the new computerized call routing system implemented in the spring of 2015 or earlier so we can improve our patients’ experience when they call the Appointment Line,” said BACH Chief Information Officer Maj. Ken Sturtz. “We are excited to bring the new system on as soon as possible because patients will have the helpful new option to receive a call back rather than waiting on hold.”

As the new call center staff members complete training requirements, patients may continue experiencing occasional long wait times or dropped calls.

“We greatly appreciate our patients’ understanding as we work to address these concerns,” said Appenzeller. “In the meantime, we encourage patients to take advantage of two additional avenues of scheduling appointments, using Relay Health and TRICARE Online.”

Patients may walk in to ask their care team to register for RelayHealth, the Army’s secure email messaging system. Once registered, patients may request an appointment within the RelayHealth website.

In addition, patients may self-register for www.TRICAREonline.com and begin scheduling routine appointments online 24 hours a day, seven days a week.

Patients have several options to share their feedback with hospital leadership using the Army Provider Level Satisfaction Surveys (APLSS), the BACH Facebook page at www.facebook.com/BACH.Fort.Campbell , the online Interactive Customer Evaluations (ICE) system found on our website www.campbell.amedd.army.mil and the BACH Pulse of the Eagle comment cards, which are available at every front desk.


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