BUMEDINST 6300.10C Flashcards
1
Q
WHAT IS BUMEDINST 6300.10C?
A
BUMED INSTRUCTION 6300.10C MEDICAL AND DENTAL TREATMENT FACILITY CUSTOMER RELATIONS PROGRAM
2
Q
WHAT DOES THE “FROM:” LINE ON BUMEDINST 6300.10C STATE?
A
FROM: CHIEF, BUREAU OF MEDICINE AND SURGERY
3
Q
WHAT DOES THE “SUBJ:” LINE ON BUMEDINST 6300.10C STATE?
A
SUBJ: MEDICAL AND DENTAL TREATMENT FACILITY CUSTOMER RELATIONS PROGRAM
4
Q
WHAT IS REFERENCE (A) OF BUMEDSINT 6300.10C?
A
(A) DOD INSTRUCTION 6000.14 OF 26 SEPTEMBER 2011
5
Q
WHAT IS REFERENCE (B) OF BUMEDSINT 6300.10C?
A
(B) DOD INSTRUCTION 1100.13 OF 31 MARCH 2017
6
Q
WHAT IS REFERENCE (C) OF BUMEDSINT 6300.10C?
A
(C) JOINT COMMISSION STANDARDS, CURRENT EDITION
7
Q
WHAT IS REFERENCE (D) OF BUMEDSINT 6300.10C?
A
(D) 32 CFR PART 199
8
Q
WHAT IS REFERENCE (E) OF BUMEDSINT 6300.10C?
A
(E) 10 U.S.C.
9
Q
WHAT IS REFERENCE (F) OF BUMEDSINT 6300.10C?
A
(F) BUMEDINST 6440.8A
10
Q
WHAT IS REFERENCE (G) OF BUMEDSINT 6300.10C?
A
(G) BUMEDINST 6300.15A
11
Q
WHAT IS REFERENCE (H) OF BUMEDSINT 6300.10C?
A
(H) BUMEDINST 6010.28
12
Q
WHAT IS REFERENCE (I) OF BUMEDSINT 6300.10C?
A
(I) OPNAVINST 1720.3F
13
Q
WHAT IS ENCLOSURE (1) OF BUMEDINST 6300.10C?
A
(1) CUSTOMER PROBLEM RESOLUTION SYSTEM FLOWCHART
14
Q
WHAT DOES ENCLOSURE (2) OF BUMEDINST 6300.10C?
A
(2) SAMPLE CUSTOMER RELATIONS REFERENCE CARD
15
Q
WHAT IS REFERENCE (3) OF BUMEDSINT 6300.10C?
A
(3) COMMANDING EXCELLENCE IN CUSTOMER SERVICE
16
Q
WHAT IS REFERENCE (4) OF BUMEDSINT 6300.10C?
A
(4) DEPARTMENT OF DEFENSE PATIENT’S BILL OF RIGHTS AND RESPONSIBILITIES
17
Q
WHAT IS THE STATED PURPOSE OF BUMEDINST 6300.10C?
A
PURPOSE. TO PROVIDE POLICY REGARDING GNAVY MEDICINE’S MEDICAL TREATMENT FACILITY (MTF) AND DENTAL TREATMENT FACILITY (DTF) CUSTOMER RELATIONS PROGRAM (CRP) ENCOMPASSING INTERNAL AND EXTERNAL CUSTOMER RELATIONS, SATISFACTION, ISSUE RESOLUTION, AND COMMAND PERFORMANCE MEASURES, TO ALL LEVELS THROUGHOUT NAVY MEDICINE; AND TO PROVIDE GUIDANCE AND ENSURE IMPLEMENTATION OF AND COMPLIANCE WITH THE PROGAM USING REFERENCES (A) AND (I)
18
Q
WHAT DOES BUMEDINST 6300.10C CANCEL?
A
CANCELLATION. BUMEDINST 6300.13B
19
Q
WHAT IS THE STATED SCOPE AND ACCOUNTABILITY OF BUMEDINST 6300.10C?
A
SCOPE AND ACCOUNTABILITY. THIS INSTRUCTION APPLIES TO ALL NAVY MEDICINE ECHELON 3 ACTIVITIES, MTF’S, AND DTF’S.
20
Q
CONCERNING THE BACKGROUND OF BUMEDINST 6300.10C, WHAT DOES NAVY MEDICINE (THINK) THEY HAVE “LONG RECOGNIZED…”?
A
NAVY MEDICINE HAS LONG RECOGNIZED THE IMPORTANCE OF EXCELLENT CUSTOMER SERVICE AND A STRONG CUSTOMER RELATIONS PROGRAM IN CARING FOR OUR PATIENTS
21
Q
CONCERNING BUMEDINST 6300.10C, WHAT IS THE ULTIMATE GOAL OF NAVY MEDICINE CUSTOMER RELATION?
A
OUR ULTIMATE GOAL IS TO FOSTER A HEALTH CARE SYSTEM THAT FOCUSES ON THE NEEDS OF THE PATIENT AND THEIR PERSONAL SUPPORT SYSTEM, AND TO BE RESPONSIVE TO THEIR NEEDS AND THOSE OF ALL OUR INTERNAL AND EXTERNAL CUSTOMERS.
22
Q
CONCERNING BUMEDINST 6300.10C, WHAT PROMOTES POSITIVE CUSTOMER EXPERIENCES AND GENERATE LOYALTY?
A
PERSONALIZED CUSTOMER ATTENTION, CLINICAL EXCELLENCE, AND FACILITIES EASY TO NAVIGATE PROMOTE POSITIVE CUSTOMER EXPERIENCES AND GENERATE LOYALTY.
23
Q
CONCERNING BUMEDINST 6300.10C, WHAT ENHANCES THE OVERALL HEALTH CARE DELIVERY SYSTEM’S EFFECTIVENESS AND TIMELINESS OF ISSUE RESOLUTION?
A
BEING RESPONSIVE TO CUSTOMER CONCERNS ENHANCES THE OVERALL HEALTH CARE DELIVERY SYSTEM’S EFFECTIVENESS ANDTHE TIMELINESS OF ISSUE RESOLUTION.
24
Q
CONCERNING BUMEDINST 6300.10C, EVEN WITH SINCERE EFFORTS, WHAT ISSUES COULD ARISE?
A
DURING EPISODES OF CARE, EVEN WITH SINCERE EFFORTS, ISSUES ARISE FOR WHICH CUSTOMERS REQUIRE ADDITIONAL ASSISTANCE OR INTERVENTION. THESE ISSUES MAY BE A REFLECTION OF SIMPLE MISCOMMUNICATION AND MAY BE STRAIGHTFORWARD OR COMPLEX.
25
CONCERNING BUMEDINST 6300.10C, WHY IS A SIMPLIFIED RESOLUTION PROCESS TO RAPIDLY AND CONSISTENTLY ADDRESS THEIR CONCERNS?
OUR DIVERSE AND OFTEN MOBILE BENEFICIARY POPULATION REQUIRES A SIMPLIFIED RESOLUTION PROCESS TO RAPIDLY AND CONSISTENTLY ADDRESS THEIR CONCERNS.
26
CONCERNING BUMEDINST 6300.10C, WHAT ENHANCES CUSTOMER AWARENESS AND SATISFACTION IWTH OUT HEALTH CARE SYSTEM?
CONSISTENT ORGANIZATION OF CUSTOMER RELATIONS POSITIONS AND PROCESSES AMONG ALL FACILITIES AND IMPLEMENTATION OF A SIMPLIFIED PROBLEM RESOLUTION PROCESS ENHANCES CUSTOMER AWARENESS AND SATISFACTION WITH OUR HEALTH CARE SYSTEM.
27
CONCERNING BUMEDINST 6300.10C, WHAT ENTITY ESTABLISHES SATISFACTION OBJECTIVES AND METRICS?
IT IS NAVY MEDICINE POLICY THAT CUSTOMER SATISFACTION OBJECTIVES AND METRICS BE ESTABLISHED BY CHIEF, BUREAU OF MEDICINE AND SURGERY (BUMED) AND INCLUDED, AS APPROPRIATE, IN MTF OR DTF PERFORMANCE GOALS.
28
CONCERNING BUMEDINST 6300.10C, HOW ARE CUSTOMERS DEFINED?
CUSTOMERS INCLUDE, BUT ARE NOT LIMITED TO, PATIENTS’ FAMILY AND FRIENDS.
29
CONCERNING BUMEDINST 6300.10C, OTHER PEFORMANCE MEASURES MAY BE ADDED AT THE DISCRETION OF THE MTF OR DTF COMMANDING OFFICER (CO) IN ORDER TO ACCOMPLISH WHAT?
OTHER PERFORMANCE MEASURES MAY BE ADDED AT THE DISCRETION OF THE MTF OR DTF COMMANDING OFFICER (CO) AS DETERMINED BY PERFORMANCE IMPROVEMENT OBJECTIVES OF THE FACILITY.
30
CONCERNING BUMEDINST 6300.10C, IT IS NAVY MEDICINE POLICY TO INCORPORATE WHAT INTO PROCESS IMPROVEMENT (PI) EFFORTS OF ALL MTF’S AND DTF’S?
CUSTOMER FEEDBACK FROM PATIENT SATISFACTION SURVEYS, COMMENT CARDS, AND DIRECT PATIENT CONTACT BE INCORPORATED INTO PROCESS IMPROVEMENT (PI) EFFORTS OF ALL MTF’S AND DTF’S.
31
CONCERNING BUMEDINST 6300.10C, WHAT IS KEY TO THE SUCCESS OF OUR CUSTOMER’S SATISFACTION PROGRAM?
CONTINUOUS ENHANCEMENT OF CLINICAL, ADMINISTRATIVE, AND FACILITY SERVICES WITHIN OUR FACILITIES IS KEY TO THE SUCCESS OF OUR CUSTOMERS’ SATISFACTION PROGRAM..
32
CONCERNING BUMEDINST 6300.10C, WHAT IS USED TO FACILITATE CUSTOMER INTERACTIONS?
A SIMPLIFIED CUSTOMER PROBLEM RESOLUTION SYSTEM FLOWCHART, ENCLOSURE (1), IS USED TO FACILITATE CUSTOMER INTERACTIONS. LOCAL COMMANDS CAN TAILOR THE FLOWCHART TO MEET THE NEEDS OF THEIR UNIQUE AND CHANGING BENEFICIARY POPULATION.
33
CONCERNING BUMEDINST 6300.10C, WHAT MUST BE THE MOST SIGNIFICANT MEASURE OF OUR CUSTOMER RELATIONS SUCCESS AND SHOULD APPEAR SEAMLESS TO OUR BENEFICIARIES?
OUR ABILITY TO INTEGRATE ALL ASPECTS OF THE NAVY HEALTH CARE DELIVERY SYSTEM MUST BE THE MOST SIGNIFICANT MEASURE OF OUR CUSTOMER RELATIONS SUCCESS AND SHOULD APPEAR SEAMLESS TO OUR BENEFICIARIES.
34
CONCERNING BUMEDINST 6300.10C, WHAT DOES CRP STAND FOR?
CUSTOMERS RELATIONS PROGRAM
35
CONCERNING BUMEDINST 6300.10C, WHAT MUST BE PROVIDED TO CUSTOMERS TO ASSIST BENEFICIARIES BY IDENTIFYING THE APPROPRIATE COMMAND CRP PERSONNEL TO RESOLVE ISSUES AND CONCERNS?
COMMANDS PROVIDE A CUSTOMER RELATIONS REFERENCE CARD, ENCLOSURE (2), TO ASSIS BENEFICIARIES BY IDENTIFYING THE APPROPRIATE COMMAND CRP PERSONNEL TO RESOLVE ISSUES AND CONCERNS. THE ENCLOSED CUSTOMER RELATION REFERENCE CARD CAN BE MODIFIED TO MEET THE NEEDS OF THE MTF AND DTF.
36
CONCERNING BUMEDINST 6300.10C, ALL NAVY MEDICINE PERSONNEL MUST ADHERE TO WHAT?
ALL NAVY MEDICINE PERSONNEL MUST ADHERE TO THE GUIDING PRINCIPLES FOR EXCELLENCE IN CUSTOMER SERVICE (3).
37
CONCERNING BUMEDINST 6300.10C, HOW MUST PATIENTS AND VISITORS TO NAVY MTF’S OR DTF’S BE TREATED?
PATIENTS AND VISITORS TO NAVY MTF’S OR DTF’S WILL BE TREATED IWTH COURTESY, RESPECT, AND COMPASSION. MTF’S AND DTF’S MAY DISPLAY THE GUIDING PRINCIPLES FOR EXCELLENCE IN CUSTOMER SERVICE ANDMAY USE ANY OR ALL OF THE POSTERS IN ENCLOSURE (3).
38
CONCERNING BUMEDINST 6300.10C, WHAT OUTLINES THE PATIENTS RIGHTS AND RESPONSIBILITIES?
ALL PATIENTS HAVE RIGHTS AND RESPONSIBILITIES PER THE DEPARTMENT OF DEFENSE (DOD) PATIENT RIGHTS AND RESPONSIBILITIES, ENCLOSURE (4).
39
CONCERNING BUMEDINST 6300.10C, ALL MTF’S AND DTF’S WILL ESTABLISH A CRP USING WHAT?
ALL MTF’S AND DTF’S WILL ESTABLISH A CRP USING ENCLOSURES (1) THROUGH (4), ENSURING COMPLIANCE WITH THE MINIMUM PROGRAM FRAMEWORK DESCRIBED THEREIN. ONGOING CRP TRAINING MUST DIRECTLY REFLECT EACH LOCAL FACILITY’S PERFORMANCE MEASUREMENTS. FACILITIES SHOWING AREAS FOR IMPROVEMENT MUST TARGET ONGOING TRAINING TO THOSE SPECIFIC AREAS.
40
CONCERNING BUMEDINST 6300.10C, HOW MUST ALL MTF’S AND DTF’S SUPPORT THE LOCAL FACILITY’S STRATEGIC PLAN AND SUPPORT A SYSTEM-WIDE ALIGNMENT THROUGHOUT NAVY MEDICINE?
ALL MTF’S AND DTF’S MUST PROVIDE THE SAME MINIMUM FRAMEWORK WITHIN THEIR CRP, ENCLOSURE (3), AND MUST ENHANCE THE SATISFACTION OF THEIR UNIQUE BENEFICIARY POPULATIONS. THIS APPROACH NOT ONLY ENCOURAGES INTEGRATION OF VARIOUS ACTIVITIES THAT SUPPORT THE LOCAL FACILITY’S STRATEGIC PLAN, BUT ALSO SUPPORTS SYSTEM-WIDE ALIGNMENT THROUGHOUT NAVY MEDICINE.
41
CONCERNING BUMEDINST 6300.10C, HOW MUST ALL MUST ALL MTF’S AND DTF’S PROMOTE AND ENSURE HEALTH CARE QUALITY, AND PROTECT PATIENTS?
ALL MTF’S AND DTF’S MUST PROMOTE AND ENSURE HEALTH CARE QUALITY, AND PROTECT PATIENTS BY ADHERENCE TO THE DOD PATIENT BILL OF RIGHTS AND RESPONSIBILITIES, ENCLOSURE (4), AND REFERENCES (A) AND (C).
42
CONCERNING BUMEDINST 6300.10C, ALL STAFF MUST BE PROVIDED THE APPROPRIATE PREPARATION AND ONGOING TRAINING TO ACHIEVE WHAT?
ALL STAFF MUST BE PROVIDED WITH APPROPRIATE PREPARATION AND ONGOING TRAINING TO ACHIEVE AND MAINTAIN A POSITIVE, CUSTOMER-FOCUSED ENVIRONMENT.
43
CONCERNING BUMEDINST 6300.10C, CUSTOMER SERVICE TRAINING IS LOCATED WHERE?
CUSTOMERS SERVICE TRAINING IS LOCATED ONLINE AT NAVY EDUCATION AND TRAINING CENTER (NETC) LEARNING MANAGEMENT SYSTEM (NAVY ELEARNING).
44
CONCERNING BUMEDINST 6300.10C, WHAT IS INCLUDED IN CUSTOMER SERVICE TRAINING COURSES?
CUSTOMER SERVICE TRAINING COURSES INCLUDE: BASIC PRINCIPLES; CO-WORKERS AS CUSTOMERS; PROACTIVE BEHAVIOIR AT WORK; RESPONDING TO THE DIFFICULT PATIENT; TELEPHONE ETIQUETTE; CUSTOMER SERVICE AND INTERPERSONAL COMMUNICATION; AND A CUSTOMER SERVICE LAB.
45
CONCERNING BUMEDINST 6300.10C, HOW IS CUSTOMER RELATIONS PERFORMANCE TO RELATE TO EVALUATING MILITARY AND CIVILIAN STAFF JOB PERFORMANCE?
ADDITIONALLY, ALL CO’S ARE ENCOURAGED TO REFLECT CUSTOMER RELATIONS PERFORMANCE WHEN EVALUATING MILITARY AND CIVILIAN STAFF JOB PERFORMANCE. CO’S ARE EXPECTED TO SUPPORT THE CRP EFFORTS AND SET AND EXAMPLE FOR EXCELLENCE IN CUSTOMER SERVICE.
46
CONCERNING BUMEDINST 6300.10C, HOW MANY RESPONSIBILITIES ARE LISTED FOR BUMED DEPUTY CHIEF, READINESS AND HEALTH?
SIX.
47
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FIRST RESPONSIBILITY FOR BUMED DEPUTY CHIEF, READINESS AND HEALTH?
(1) IMPLEMENTATION PROGRAM OBJECTIVES, GOALS, AND POLICIES FOR MTF’S AND DTF’S TO IMPLEMENT CONSISTENT CUSTOMER RELATION PROCESSES THROUGHOUT THE NAVY HEALTH SYSTEM.
48
CONCERNING BUMEDINST 6300.10C, WHAT IS THE SECOND RESPONSIBILITY FOR BUMED DEPUTY CHIEF, READINESS AND HEALTH?
(2) CONDUCT AN ENTERPRISE-WIDE PATIENT SATISFACTION SURVEY, AND REPORT DATA TO IDENTIFY PATIENTS’ CONCERNS, FACILITATE HEALTH CARE DELIVERY IMPROVEMENT PROCESSES, AND ANALYZE INTERNAL AND EXTERNAL PEER PERFORMANCE. MILITARY HEALTH SYSTEM (MHS) SURVEY INSTRUMENTS SUCH AS THE JOINT OUTPATIENT EXPERIENCE SURVYE (JOES), JOINT OUTPATIENT EXPERIENCE SURVEY-CONSUMER (JOES-C) ASSESSMENT OF HEALTHCARE PROVIDERS AND SYSTEMS, THE TRICARE INPATIENT SATISFACTION SURVEY (TRISS), OR THE DOD DENTAL PATIENT SATISFACTION SURVEY MUST BE USED TO CONDUCT THE ENTERPRISE-WIDE SURVEYS.
49
CONCERNING BUMEDINST 6300.10C, WHAT IS THE THIRD RESPONSIBILITY FOR BUMED DEPUTY CHIEF, READINESS AND HEALTH?
(3) SUPPORT CRPT THROUGH DEVELOPMENT OF TRAINING MATERIALS AND DISSEMINATION OF TRAINING VIA THE NETC WEB SITE, TASKER NOTIFICATION SYSTEM, OR OTHER EDUCATION DELIVERY PLATFORM DESIGNATED BY THE DEPUTY CHIEF, READINESS AND HEALTH.
50
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FOURTH RESPONSIBILITY FOR BUMED DEPUTY CHIEF, READINESS AND HEALTH?
(4) IMPLEMENT CRP GOALS, AND MONITOR PROGRESS TOWARD GOALS, UPON DIRECTION OF TEH DEPUTY CHIEF, BUMED.
51
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FIFTH RESPONSIBILITY FOR BUMED DEPUTY CHIEF, READINESS AND HEALTH?
(5) ENSURE PI, QUALITY ASSURANCE, QUALITY MANAGEMENT, CUSTOMER RELATION, LEGISLATIVE, AND OTHER APPROPRIATE OFFICES ACTIVELY SHARE PERTINENT CUSTOMER RELATION AND SERVICE, AND MONITOR SATISFACTION TRENDS AND SITUATIONAL INFORMATION TO ENHANCE CLINICAL, ADMINISTRATIVE, AND MANAGERIAL PERFORMANCE.
52
CONCERNING BUMEDINST 6300.10C, WHAT IS THE SIXTH RESPONSIBILITY FOR BUMED DEPUTY CHIEF, READINESS AND HEALTH?
(6) DEVELOP AND DISSEMINATE SEVICE SPECIFIC MARKETING MATERIALS TO PROMOTE ENTERPRISE PATIENT SATISFACTION SURVEYS. DISSEMINATE SURVEY-MARKETING MATERIALS DEVELOPED BY DFENSE HEALTH AGENCY (DHA) COMMUNICATIONS TEAM.
53
CONCERNING BUMEDINST 6300.10C, HOW MANY RESPONSIBILITIES ARE LISTED FOR COMMANDERS, NAVY MEDICINE REGIONS?
FOUR.
54
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FIRST RESPONSIBILITY FOR COMMANDERS, NAVY MEDICINE REGIONS?
(1) UTILIZE PATIENT SATISFACTION DATA AND COMMENTS SUCH AS JOES, JOES-C, TRISS, DOD DENTAL PATIENT SATISFACTION SURVEY, OR OTHER PATIENT FEEDBACK (SUCH COMMENTS PRESENTED DIRECTLY TO CRP OFFICE) TO IDENTIFY AREAS IN NEED OF IMPROVEMENT WITHIN THEIR ARES OF RESPONSIBILITY. REPORT PERFORMANCE THAT DOES NOT MEET GOALS, BENCHMARKS, OR TARGETS, AND IDENTIFY CORRECTIVE ACTIONS AND FOLLOW-UP UPON THE DIRECTION OF THE DEPUTY CHIEF, BUMED.
55
CONCERNING BUMEDINST 6300.10C, WHAT IS THE SECOND RESPONSIBILITY FOR COMMANDERS, NAVY MEDICINE REGIONS?
(2) DEVELOP AND IMPLEMENT REGIONAL STRATEGIES TO ENSURE MTF’S AND DTF’S MEET PERFORMANCE GOALS RESULTING FROM PATIENT SATISFACTION SURVEY FINDINGS OR OTHER GOALS AS SET BY BUMED.
56
CONCERNING BUMEDINST 6300.10C, WHAT IS THE THIRD RESPONSIBILITY FOR COMMANDERS, NAVY MEDICINE REGIONS?
(3) MONITOR AND PROVIDE ASSISTANCE TO THE MTF’S AND DTF’S TO ASSIST IN MEETING CRP GOALS. EACH COMMAND’S ADDITIONAL EFFORTS TO PERSONALIZE THE CRP FOR THEIR UNIQUE BENEFICIARY POPULATION WILL ASSIST THEM IN MEETING OR EXCEEDING THEIR GOALS FOR THE CRP.
57
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FOURTH RESPONSIBILITY FOR COMMANDERS, NAVY MEDICINE REGIONS?
(4) PROMOTE AND ENSURE COORDINATION WITH HEALTH CARE RESOLUTION PRACTICES AS PER REFERENCE (H).
58
CONCERNING BUMEDINST 6300.10C, HOW MANY RESPONSIBILITIES ARE LISTED FOR CO’S AND OFFICERS IN CHARGE (OIC)?
ELEVEN.
59
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FIRST RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(1) ASSESS THEIR COMMAND’S CRP AND DETERMINE THE TRAINING, POSITIONS, AND PROCESSES NEEDED TO MEET THE MINIMUM REQUIREMENTS OUTLINED IN THIS INSTRUCTION. EMPLOY AND ASSIGN CUSTOMER RELATIONS OFFICERS (CRO), ENSURE APPOINTMENT LETTERS, SIGNED BY CO’S OR OIC’S, ARE PREPARED FOR INDIVIDUALS WHO ARE ASSIGNED.
60
CONCERNING BUMEDINST 6300.10C, WHAT IS THE SECOND RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(2) ACTIVELY ENGAGE AND PROMOTE PARTICIPATION OF ALL LEVELS OF STAFF IN INITIAL AND ONGOING CUSTOMER RELATIONS TRAINING. TRAINING MUST INCLUDE NETC CUSTOMER SERVICE MODULES OR OTHER MATERIALS DESIGNATED BY BUMED AS ESSENTIAL AND MAY ALSO INCLUDE TRAINING MATERIALS AND EDUCATIONAL MODALITIES DEVELOPED BY THEMTF OR DTF. AT A MINIMUM, CUSTOMER SERVICE TRAINING MUST INCLUDE: BASIC PRINCIPLES; CO-WORKERS AS CUSTOMERS; PROACTIVE BEHAVIOR AT WORK; RESPONDING TO THE DIFFICULT PATIENT; TELEPHONE ETIQUETTE; CUSTOMER SERVICE AND INTERPERSONAL COMMUNICATION; AND A CUSTOMER SERVICE LAB (PRACTICUM). ACTIVE SUPPORT OF THE CRP IS EXPECTED.
61
CONCERNING BUMEDINST 6300.10C, WHAT IS THE THIRD RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(3) ACTIVELY ENGAGE AND PROMOTE PARTICIPATION OF ALL LEVELS OF STAFF IN MONITORING AND UTILIZING SURVEY DATA TO IMPROVE AND ENHANCE HEALTH CARE PROCESSES TO MEET PATIENTS’ NEEDS AND EXPECTATIONS. REPORT RESULTS AND SHARE SUCCESSES THROUGH THE REGIONS VIA MEETINGS AND BRIEFINGS SUCH AS DEPUTY CHIEF, BUMED MONTHLY “VITALS” BRIEFING, MEDICAL HOME PORT CONFERENCE CALLS OR CHIEF OF STAFF CONFERENCE CALLS.
62
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FOURTH RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(4) DEVELOP MARKET STRATEGIES DIRECTED AT INFORMING ADN EDUCATING CUSTOMERS ABOU T TH EUNIQUE CHARACTERISTICS OF THE CRP AT TH ELOCAL MTF OR DTF.
63
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FIFTH RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(5) UTILIZE BUMED AND DHA SURVEY MARKETING MATERIALS WHERE APPROPRIATE. DEVELOP CAOMMAND MARKET STRATEGIES THAT ADDRESS COMMAND SPECIFIC ISSUES AND ACTIVELY SUPPORT ENTERPRISE-WIDE MARKET STRATEGIES TO MAXIMIZE PATIENT PARTICIPATION IN ENTERPRISE LEVEL SURVEYS SUCH AS JOES, JOES-C, TRISS, OR DOD DENTAL PATIENT SATISFACTION SURVEY.
64
CONCERNING BUMEDINST 6300.10C, WHAT IS THE SIXTH RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(6) ESTABLISH PROCESSES AND ELEMENTS PER REFERENCE (D) AND ENCLOSURES (1) THROUGH (4) TO SUPPORT BENEFICIARIES AND SUCCESSFULLY MEET OR EXCEED GOALS. THE COMMAND-SPECIFIC CUSTOMER RELATIONS FUNCTIONS MAY CHANGE FROM TIME-TO-TIME TO RESPOND TO CHANGING CUSTOMER RELATIONS AND SERVICE REQUIREMENTS.
65
CONCERNING BUMEDINST 6300.10C, WHAT IS THE SEVENTH RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(7) CONSIDER AND DOCUMENT THE IMPACT ON CUSTOMER RELATIONS WHEN REQUESTING RESOURCES, PERSONNEL, AND FACILITY CHANGES.
66
CONCERNING BUMEDINST 6300.10C, WHAT IS THE EIGHTH RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(8) ENSURE THAT ANY SURVEYS CONDUCTED ON BEHALF OF THE MTF, SUCH AS POINT-OF-SERVICE SURVEYS, FOLLOW REFERENCE (B), AND BE COGNIZANT OF THE IMPACT OF THE SURVEY BURDEN ON THE BENEFICIARY.
67
CONCERNING BUMEDINST 6300.10C, WHAT IS THE NINTH RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(9) ENSURE CUSTOMER RELATIONS REFERENCE CARDS ARE AVAILABLE TO ALL BENEFICIARIES AND UPDATED AS NEEDED TO KEEP THEM CURRENT.
68
CONCERNING BUMEDINST 6300.10C, WHAT IS THE TENTH RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(10) FOCUS RECRUITMENT, RETENTION, ADVANCEMENT, AND RECOGNITION EFFORTS ON NAVY HEALTHCARE PERSONNEL DEMONSTRATING A SOLID COMMITMENT TO EXCELLENCE IN CUSTOMER SERVICE. ADVOCATE FOR PATIENTS AND STAFF BY CREATING A POSITIVE AND SAFE WORK ENVIRONMENT.
69
CONCERNING BUMEDINST 6300.10C, WHAT IS THE ELEVENTH RESPONSIBILITY FOR CO’S AND OFFICERS IN CHARGE (OIC)?
(11) PROMOTE HEALTH CARE RESOLUTION PRACTICES PER REFERENCE (H), WHEN APPROPRIATE.
70
CONCERNING BUMEDINST 6300.10C, HOW MANY RESPONSIBILITIES ARE LISTED FOR MTF AND DTF CRO?
THIRTEEN.
71
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FIRST RESPONSIBILITY FOR MTF AND DTF CRO?
(1) ENSURE CUSTOMER RELATION REPRESENTATIVES ARE APPOINTED AND PPOINTMENT LETTERS ARE SIGNED BY THE CO OR OIC.
72
CONCERNING BUMEDINST 6300.10C, WHAT IS THE SECOND RESPONSIBILITY FOR MTF AND DTF CRO?
(2) BE THE PRINCIPAL POINT OF CONTCT ENSURING THE DAY-TO-DAY EXECUTION OF THE NAVY MEDICINE CRP. THE CRO OR THE CRO SUBSTITUTE, SUCH AS DUTY PERSONEL, WIL BE AVAILABLE AT ALL TIMES DURING THE FACILITY’S HOURS OF OPERATION AND WILL HAVE COMPLETED ALL RELEVANT NAVY MEDICINE CUSTOMER RELATIONS TRAINING.
73
CONCERNING BUMEDINST 6300.10C, WHAT IS THE THIRD RESPONSIBILITY FOR MTF AND DTF CRO?
(3) SERVE AS THE FACILITY’S SENIOR LEADERSHIP REPRESENTATIVE FOR ALL MATTERS AFFECTING CUSTOMER RELATIONS AND SATISFACTION.
74
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FOURTH RESPONSIBILITY FOR MTF AND DTF CRO?
(4) SERVE AS LIAISON TO CRP-DESIGNATED POSITIONS REGARDING CUSTOMER RELATIONS AT THE FACILITY. THIS FUNCTION REQUIRES THE CRO TO RECEIVE QUARTERLY SUMMARY REPORTS OF CUSTOMER RELATION ISSUES FROM CRP PERSONNEL SPECIFICALLY DESIGNATED IN THIS INSTRUCTION ADN TO RECOMMEND ACTION ADN RESPONSE.
75
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FIFTH RESPONSIBILITY FOR MTF AND DTF CRO?
(5) ENSURE COMPLETION OF CUSTOMER RELATIONS AND CUSTOMER SERVICE TRAINING FOR ALL INDIVIDUALS ASSIGNED TO THE MTF OR DTF. TRAINING MUST INCLUDE NETC CUSTOMER SERVICE MODULES OR OTHER MATERIALS DESIGNATED BY BUMED AS ESSENTIAL AND MAY ALSO INCLUDE TRAINING MATERIALS AND EDUCATIONAL MODALITIES DEVELOPED BY THE MTF OR DTF. TRAINING SHOULD INCLUDE, BUT IS NOT LIMITED TO: BASIC PRINCIPLES OF CUSTOMER SERVICE, CO-WORKERS AS CUSTOMERS, PROACTIVE BEHAVIOR (ACTIVE LISTENING), RESPONDING TO THE DIFFICULT PATIENT, AND TELEPHONE ETIQUETTE. CUSTOMER SERVICE GUIDING PRINCIPLES IN ENCLOSURE (3) MUST SERVE AS THE CORNERSTONE FOR CUSTOMER SERVICE TRAINING. TRAINING MUST BE CONDUCTED WHEN IN PROCESSING TO THE MTF OR DTF WITH PERIODIC REFRESHER TRAINING STRONGLY ENCOURAGED.
76
CONCERNING BUMEDINST 6300.10C, WHAT IS THE SIXTH RESPONSIBILITY FOR MTF AND DTF CRO?
(6) ENSURE THE CRP IS MARKETED TO ALL CUSTOMERS AND LL AFFILIATED ACTIVITIES.
77
CONCERNING BUMEDINST 6300.10C, WHAT IS THE SEVENTH RESPONSIBILITY FOR MTF AND DTF CRO?
(7) CENTRALLY TRACK AND REVIEW ALL LEGISLATIVE, EXECUTIVE, AND BENEFICIARY CRP CORRESPONDENCE REGARDLESS OF FINAL DISPOSITION OF RESPONSE.
78
CONCERNING BUMEDINST 6300.10C, WHAT IS THE EIGHTH RESPONSIBILITY FOR MTF AND DTF CRO?
(8) IDENTIFY AND REPORT CUSTOMER DISSATISFACTION ISSUES AND TRENDS VIA THEIR CHAIN OF COMMAND AND RECOMMEND OR IMPLEMENT CHANGES WITHIN THE APPROPRIATE SCOPE O RESPONSIBILITY, PROCESS CHANGES, AND IMPROVEMENTS.
79
CONCERNING BUMEDINST 6300.10C, WHAT IS THE NINTH RESPONSIBILITY FOR MTF AND DTF CRO?
(9) COMMUNICATE PROGRESS OF THE FACILITY TOWARD MEETIN GOR EXCEEDING GOALS FOR FACILITY SPECIFIC MEASURES, AS APPROPRIATE.
80
CONCERNING BUMEDINST 6300.10C, WHAT IS THE TENTH RESPONSIBILITY FOR MTF AND DTF CRO?
(10) SUPPORT MTF AND DTF STAFF BY PROVIDING AN OPPORTUNITY FOR STAFF TO SHARE THEIR EXPERIENCE WITH PATIENT ENCOUNTERS. REFER STAFF, AS APPROPRIATE, FOR ADDITIONAL SUPPORT THROUGH HUMAN RESOURCES, HEALTH CARE RESOLUTIONS, OR OCCUPATIONAL HEALTH.
81
CONCERNING BUMEDINST 6300.10C, WHAT IS THE ELEVENTH RESPONSIBILITY FOR MTF AND DTF CRO?
(11) PROMOTE HEALTH CARE RESOLUTION PRACTICES PER REFERENCE (H).
82
CONCERNING BUMEDINST 6300.10C, WHAT IS THE TWELFTH RESPONSIBILITY FOR MTF AND DTF CRO?
(12) SERVE AS CUSTOMER RELATIONS RESOURCE FOR PATIENTS REFERRED TO THE MTF OR DTF FROM THEIR COMAND’S OFFICE OF FLEET MEDICINE LIAISON.
83
CONCERNING BUMEDINST 6300.10C, WHAT IS THE THIRTEENTH RESPONSIBILITY FOR MTF AND DTF CRO?
(13) CUSTOMER RELATIONS STAFF MUST REFER TO PATIENT ADMINISTRATION DIRECTORATE, BENEFICIARY COUNSELING AND ASSISTANCE COORDINATORS, OR DEBT COLLECTIONS ASSISTANCE OFFICER, BENEFICIARIES WITH QUESTIONS REAGARDING THEIR ELIGIBILITY FOR TREATEMENT, RATES, THAT WILL BE APPLIED, AND THE PROCESSING OF SUBSEQUENT BILLS AS PER REFERENCE (E), SECTION 1095E. UNDER THE PATIENT BILL OF RIGHTS AND RESPONSIBILITIES, ENCLOSURE (4), PATIENTS HAVE THE RIGHT TO UNDERSTAND THE CHARGES FOR THEIR CARE AND THEIR OBLIGATION TO PAY FOR CARE.
84
CONCERNING BUMEDINST 6300.10C, HOW MANY RESPONSIBILITIES ARE LISTED FOR CUSTOMER RELATIONS REPRESENTATIVE (CRR)?
FIVE.
85
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FIRST RESPONSIBILITY FOR CUSTOMER RELATION REPRESENTATIVE (CRR)?
(1) BE APPOINTED BY THE CO AND OIC WITH THE RECOMMENDATION OF AND IN COORDINATION WITH THE CRO. APPOINTMENT LETTERS MUST BE SIGNED BY THE CO OR OIC.
86
CONCERNING BUMEDINST 6300.10C, WHAT IS THE SECOND RESPONSIBILITY FOR CUSTOMER RELATION REPRESENTATIVE (CRR)?
(2) SERVE AS THE UNIT POINT OF CONTACT TO COORDINATE WITH UNIT LEADERSHIP ON THE DAY-TO-DAY EXECUTION OF THE NAVY MEDICINE CRP. THE CRR OR SUBSTITUTE WILL BE AVAILABLE AT ALL TIMES DURING THE UNIT’S HOURS OF OPERATION AND WILL COMPLETE ALL RELEVANT NAVY MEDICINE CUSTOMER RELATIONS TRAINING.
87
CONCERNING BUMEDINST 6300.10C, WHAT IS THE THIRD RESPONSIBILITY FOR CUSTOMER RELATION REPRESENTATIVE (CRR)?
(3) SERVE AS THE UNIT’S REPRESENTATIVE FOR MATTERS AFFECTING CUSTOMER RELATION AND SATISFACTION.
88
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FOURTH RESPONSIBILITY FOR CUSTOMER RELATION REPRESENTATIVE (CRR)?
(4) LIAISON WITH CRO REGARDING THE UNIT’S CUSTOMER RELATIONS PROGRAM AND FORWARD QUARTERLY SUMMARY REPORTS OF THE UNIT’S CUSTOMER RELATIONS ISSUES TO THE CRO.
89
CONCERNING BUMEDINST 6300.10C, WHAT IS THE FIFTH RESPONSIBILITY FOR CUSTOMER RELATION REPRESENTATIVE (CRR)?
(5) ENSURE THE CRP IS MARKETED TO ALL CUSTOMERS AND ALL AFFILIATED ACTIVITIES.
90
CONCERNING BUMEDINST 6300.10C, WHAT SHOULD BE DONE WITH RECORDS CREATED AS A RESULT OF THIS INSTRUCTION?
RECORDS MANAGEMENT. RECORDS CREATED AS A RESULT OF THIS INSTRUCTION, REGARDLESS OF MEDIA AND FORMAT, MUST BE MANAGED PER SECNAV M-5210.1 OF JANUARY 2012.
91
CONCERNING BUMEDINST 6300.10C, PER OPNAVINST 5215.17A, WHO OFTEN IS BUMEDINST 6300.10C TO BE REVIEWED?
REVIEW AND EFFECTIVE DATE. PER OPNAVINST 5215.17A, REVIEW THIS INSTRUCTION ANNUALLY ON THE ANNIVERSARY OF ITS EFFECTIVE DATE TO ENSURE APPLICABILITY, CURRENCY, AND CONSISTENCY WITH FEDERAL, DOD, SECRETARY OF THE NAVY, AND NAVY POLICY AND STATUTORY AUTHORITY USING OPNAVINST 5215/40 REVIEW OF INSTRUCTION.
92
CONCERNING BUMEDINST 6300.10C, INFORMATION MANAGEMENT CONTROL, MHS APPROVED SURVEYS ARE AVAILABLE WHERE?
(1) JOES PATIENT SATISFACTION SURVEY: WEBSITE
(2) JOES-C PATIENT SATISFACTION SURVEY: WEBSITE
(3) TRISS INPATIENT SURVEY: WEBSITE
(4) DOD DENTAL PATIENT SATISFACTION SURVEY: WEBSITE
93
CONCERNING BUMEDINST 6300.10C, INFORMATION MANAGEMENT CONTROL, ADDITIONAL INFORMATION ON THE MHS APPROVED PATIENT SATISFACTION EXPERIENCE SURVEYS CAN BE OBTAINED WHERE?
ADDITIONAL INFORMATION ON THE MHS APPROVED PATIENT SATISFACTION EXPERIENCE SURVEYS CAN BE OBTAINED FROM THE DEFENSE HEALTH AGENCY, DECISION SUPPORT BRANCH.
94
CONCERNING BUMEDINST 6300.10C, WHAT IS THE ASSIGNED NUMBER (?) TO THE JOES PATIENT SATISFACTION SURVEY ADN THE JOES-C PATIENT SATISFACTION SURVEY?
JOES PATIENT SATISFACTION SRUVEY AND JOES-C PATIENT SATISFACTION SURVEY IS ASSIGNED RCS DD-HA(D)2598.
95
CONCERNING BUMEDINST 6300.10C, WHAT IS THE ASSIGNED NUMBER (?) TO THE TRICARE INPATIENT SATISFACTION SURVEY (TRISS)?
TRICARE INPATIENT SATISFACTION SURVEY (TRISS) IS ASSIGNED RCS DD-HA(A)2076.
96
CONCERNING BUMEDINST 6300.10C, WHAT IS THE ASSIGNED NUMBER (?) TO THE DOD DENTAL PATIENT SATISFACTION SURVEY?
DOD DENTAL PATIENT SATISFACTION SURVEY IS ASSIGNED RCS DD-HA(AR)2040.
97
WHO SIGNED BUMEDINST 6300.10C?
TERRY J. MOULTON (ACTING)
98
CONCERNING BUMEDINST 6300.10C FLOWCHART, WHAT IS BCAC?
BCAC: BENEFICIARY COUNSELING AND ASSISTANCE COORDINATOR
99
CONCERNING BUMEDINST 6300.10C FLOWCHART, WHAT IS COC?
COC: CHAIN OF COMMAND
100
CONCERNING BUMEDINST 6300.10C FLOWCHART, WHAT IS CRR?
CRR: CUSTOMER RELATIONS REPRESENTATIVE
101
CONCERNING BUMEDINST 6300.10C FLOWCHART, WHAT IS CRO?
CRO: CUSTOMER RELATION OFFICER
102
CONCERNING BUMEDINST 6300.10C FLOWCHART, WHAT IS DCAO?
DCAO: DEBT COLLECTION ASSISTANCE OFFICER
103
CONCERNING BUMEDINST 6300.10C FLOWCHART, WHAT IS HBA?
HBA: HEALTH BENEFITS ADVISOR
104
CONCERNING BUMEDINST 6300.10C FLOWCHART, WHAT IS OFML?
OFML: OPERATIONAL FLEET MEDICAL LIAISON
105
CONCERNING BUMEDINST 6300.10C FLOWCHART, WHAT IS RAO?
RAO: RETIREE ACTIVITIES OFFICE
106
CONCERNING BUMEDINST 6300.10C, WHAT IS THE CUSTOMER SERVICE GUIDING PRINCIPLES ACRONYM?
GO NAVY:
G - GREET EVERYONE WITH COURTESY, RESPECT, AND A SMILE!
O - OFFER ASSISTANCE AT EVERY OPPORTUNITY
N - NURTURE POSITIVE INTERACTIONS WITH ALL CUSTOMERS
A - ADDRESS THE CUSTOMER’S CONCERNS RIGHT AWAY
V - VALUE THE CUSTOMER’S OPINIONS AND LISTEN CARELFULLY
Y - YOU CREATE A GREAT CUSTOMER EXPERIENCE.
107
CONCERNING BUMEDINST 6300.10C, HOW MANY RIGHTS ARE IN THE PATIENT’S BILL OF RIGHTS?
THIRTEEN (A-M)
108
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO MEDICAL CARE?
(A) MEDICAL CARE. PATIENTS AHVE TH RIGHT TO QUALITY CARE AND TREATMENT THAT IS CONSISTENT WITH AVAILABLE RESOURCES AND GENERALLY ACCEPTED STANDARDS, INCLUDING ACCESS TO SPECIALTY CARE AND TO PAIN ASSESSMENT AND MANAGEMENT.
109
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO RESPECTFUL TREATMENT?
(B) RESPECTFUL TREATMENT. PATIENTS HAVE THE RIGHT TO CONSIDERATE AND RESPECTFUL CARE, WITH RECOGNITION OF PERSONAL DIGNITY, PSYCHOSOCIAL, SPIRITUAL, AND CULTURAL VALUES AND BELIEF SYSTEMS.
110
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO PRIVACY AND SECURITY?
(C) PRIVACY AND SECURITY. PATIENTS HAVE RIGHTS, DEFINED BY FEDERAL LAW, DOD 5400.11-R (REFERENCE (G)), PUBLIC LAW 104-191 (REFERENCE (H)), AND SECTION 552A OF TITLE 5 U.S. CODE (ALSO KNOWN AS “THE PRIVACY ACT OF 1974, AS AMENDED”) (REFERENCE (I)), TO REASONABLE SAFEGUARDS FOR THE CONFIDENTIALITY, INTEGRITY, AND AVAILABILITY OF THEIR PROTECTED HEALTH INFORMATION, AND SIMILAR RIGHTS FOR OTHER PERSONALLY IDENTIFABLE INFORMATION, IN ELECTRONIC, WRITTEN, ADN SPOKEN FORM. THESE RIGHTS INCLUDE THE RIGHT TO BE INFORMED WHEN BREACHES OF PRIVACY OCCUR, TO THE EXTENT REQUIRED BY FEDERAL LAW. (SEE DOD INSTRUCTION 6000.14 (REFERENCE (A)) FOR REFERENCES MENTIONED HERE).
111
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO PROVIDER INFORMATION?
(D) PROVIDER INFORMATION. PATIENTS HAVE TH RIGHT TO RECEIVE INFORMATION ABOUT THE INDIVIDUAL(S) RESPONSIBLE FOR, AS WELL AS THOSE PROVIDING, HIS OR HER CARE, TREATMENT, AND SERVICES.
112
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO EXPLANATION OF CARE?
(E) EXPLANATION OF CARE. PATIENTS HAVE THE RIGHT TO AN EXPLANATION CONCERNING THEIR DIAGNOSIS, TREATMENT, PROCEDURES, AND PROGNOSIS OF ILLNESS IN TERMS THAT ARE EASILY UNDERSTOOD. THE SPECIFIC NEEDS OF VULNERABLE POPULATIONS IN THE DEVELOPMENT OF THE PATIENT’S TREATMENT PLAN MUST BE CONSIDERED WHEN APPLICABLE. SUCH VULNERABLE POPULATIONS MUST INCLUDE ANYONE WHOSE CAPACITY FOR AUTONOMOUS DECISION MAKING MAY BE AFFECTED. WHEN IT IS NOT MEDICALLY ADVISABLE TO GIVE SUCH INFORMATION TO THE PATIENT DUE TO VULNERABILITIES OR OTHER CIRCUMSTANCES, THE INFORMATION SHOULD BE PROVIDED TO A DESIGNATED REPRESENTATIVE.
113
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO INFORMED CONSENT?
(F) INFORMED CONSENT. PATIENTS HAVE TH RIGHT TO ANY AND ALL NECESSARY INFORMATION IN NON-CLINICAL TERMS TO MAKE KNOWLEDGEABLE DECISION ON CONSNET OR REFUSAL FOR TREATMENT, OR PARTICIPATION IN CLINICAL TRIALS OR OTHER RESEARCH INVESTIGATIONS AS APPLICABLE. SUCH INFORMATION IS TO INCLUDE ANY AND ALL COMPLICATIONS, RISK, BENEFITS, ETHICAL ISSUES, AND ALTERNATIVE TREATMENTS AS MAY BE AVAILABLE.
114
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO FILING GRIEVANCES?
(G) FILING GRIEVANCES. PATIENTS HAVE THE RIGHT TO MAKE RECOMMENDATIONS, ASK QUESTIONS, OR FILE COMPLAINTS TO THE MTF OR DTF PATIENT RELATIONS REPRESENTATIVE OR TO THE PATIENT RELATIONS OFFICE. IF CONCERNS ARE NOT ADEQUATELY RESOLVED, PATIENTS HAVE TH RIGH TO CONTACT TH EJOINT COMMISSION AT 1-800-994-6610.
115
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO RESEARCH PROJECTS?
(H) RESEARCH PROJECTS. PATIENTS HAVE THE RIGHT TO KNOW IF THE MTF OR DTF PROPOSES TO ENGAGE IN OR PERFORM RESEARCH ASSOCIATED WITH THEIR CARE OR TREATMENT. THE PATIENT HAS THE RIGH TTO REFUSE TO PARTICIPATE IN ANY RESEARCH PROJECTS.
116
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO SAFE ENVIRONMENT?
(I) SAFE ENVIRONMENT. PATIENTS HAVE THE RIGHT TO CARE AND TREATMENT IN A SAFE ENVIRONMENT.
117
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO MTF AND DTF RULES AND REGULATIONS?
(J) MTF AND DTF RULES AND REGULATIONS. PATIENTS HAVE THE RIGHT TO BE INFORMED OF THE FACILITY’S RULES AND REGULATIONS THAT RELATE TO PATIENT OR VISITOR CONDUCT.
118
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO TRANSFER AND CONTINUITY OF CARE?
(K) TRANSFER AND CONTINUITY OF CARE. WHEN MEDICALLY PERMISSABLE, A PATIENT MAY BE TRANSFERRED TO ANOTHER MTF OR DTF OR AFTER HE OR SHE HAS RECEIVED COMPLETE INFORMATION AND AN EXPLANATION CONCERNING THE NEEDS FOR AND ALTERNATIVES TO SUCH A TRANSFER.
119
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO CHARGES FOR CARE?
(L) CHARGES FOR CARE. PATIENTS HAVE THE RIGHT TO UNDERSTAND THE CHARGES FOR THEIR CARE AND THEIR OBLIGATION FOR PAYMENT.
120
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RIGHT TO ADVANCE DIRECTIVE?
(M) ADVANCE DIRECTIVE. PATIENTS HAVE THE RIGHT TO MAKE SURE THEIR WISHES REGARDING THEIR HEALTH CARE ARE KNOWN EVEN IF THEY ARE NO LONGER ABLE TO COMMUNICATE OR MAKE DECISIONS FOR THEMSELVES.
121
CONCERNING BUMEDINST 6300.10C, HOW MANY PATIENT RESPONSIBLITIES ARE THERE?
SEVEN (A-G)
123
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RESPONSIBLITY TO PROVIDING INFORMATION?
(A) PROVIDING INFORMATION. PATIENTS ARE RESPONSIBLE FOR PROVIDING ACCURATE AND COMPLETE INFORMATION ABOUT COMPLAINTS, PAST ILLNESSES, HOSPITALIZATIONS, MEDICATIONS, AND OTHE RMATTERS RELATING TO THEIR HELATH TO THE BEST OF THEIR KNOWLEDGE. PATIENTS ARE RESPONSIBLE FOR LETTING THEIR HEALTH CARE PROVIDER KNOKW WHETHER THEY UNDERSTAND THE DIAGNOSIS, TREATMENT PLAN, AND EXPECTATIONS.
124
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RESPONSIBLITY TO RESPECT AND CONSIDERATION?
(B) RESPECT AND CONSIDERATION. PATIENTS ARE RESPONSIBLE FOR BEING CONSIDERATE OF THE RIGHTS OF OTHER PATIENTS AND MTF AND DTF HEALTH CARE PERSONNEL. PATIENTS ARE RESPONSIBLE FOR BEING RESPECTFUL OF THE PROPERTY OF OTHER PERSONS AND OF THE MTF AND DTF.
125
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RESPONSIBLITY TO ADHERENCE WITH MEDICAL CARE?
(C) ADHERENCE WITH MEDICAL CARE. PATIENTS ARE RESPONSIBLE FOR ADHERING TO THE MEDICAL AND NURSING TREATMENT PLAN, INCLUDING FOLLOW-UP CARE, RECOMMENDED BY HEALTH CARE PROVIDERS. THIS INCLUDES KEEPING APPOINTMENTS ON TIME AND NOTIFYING MTF AND DTF WHEN APPOINTMENTS CANNOT BE KEPT.
126
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RESPONSIBLITY TO MTF AND DTF RULES AND REGULATIONS?
(E) MTF AND DTF RULES AND REGULATIONS. PATIENTS ARE RESPONSIBLE FOR FOLLOWING MTF ADN DTF RULES AND REGULATIONS AFFECTING PATIENT CARE AND CONDUCT.
127
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RESPONSIBLITY TO REFUSAL OF TREATMENT?
(F) REFUSAL OF TREATMENT. PATIENTS ARE RESPONSIBLE FOR THEIR ACTIONS IF THEY REFUSE TREATEMENT OR DO NOT FOLLOW THE PRACTITIONER’S INSTRUCTIONS.
128
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RESPONSIBLITY TO HEALTH CARE CHARGES?
(G) HEALTH CARE CHARGES. PATIENTS ARE RESPONSIBLE FOR MEETING FINANCIAL OBLIGATIONS INCURRED FOR THEIR HEALTH CARE AS PROMPTLY AS POSSIBLE.
129
CONCERNING BUMEDINST 6300.10C, WHAT IS THE PATIENT RESPONSIBLITY TO MEDICAL RECORDS?
(D) MEDICAL RECORDS. PATIENTS ARE RESPONSIBLE FOR RETURNING MEDICAL RECORDS PROMPTLY TO THE MTF AND DTF FOR APPROPRIATE FILING AND MAINTENANCE IF RECORDS ARE TRANSPORTED BY THE PATIENTS FOR THE PURPOSE OF MEDICAL APPOINTMENTS, CONSULTATIONS, OR CHANGES OF DUTY LOCATION. ALL MEDICAL RECORDS DOCUMENTING CARE PROVIDED BY ANY MTF OR DTF ARE THE PROPERTY OF THE U.S. GOVERNMENT.
