Healthcare Resolutions
About
The Healthcare Resolutions Program at Alexander T. Augusta Military Medical Center (ATAMMC), formerly Fort Belvoir Community Hospital, is available to all beneficiaries.
The Special Assistant for Healthcare Resolutions Program assists in resolving complex healthcare issues at the earliest opportunity, in a neutral, non-legal venue with equitable resolutions for patients, providers, and the hospital. The program incorporates patient, family, and provider input in process improvement initiatives and enhances patient-provider partnership in care delivery.
Patient Issues
The Special Assistant for Healthcare Resolutions works with patients and providers at the time of service delivery. Healthcare Resolutions may also be engaged at any time following unexpected outcomes of care or regarding quality of care issues and can help patients resolve issues in a confidential and neutral setting.
Healthcare Resolutions can help resolve issues with health care, such as:
- Dissatisfaction with treatment outcomes or quality of care
- Unexpected/adverse outcomes of care
- Sentinel events
- Medical errors
- Misdiagnosis or delays in diagnosis
- Unexpected deaths
- Inability to communicate effectively with providers
Goals
The goals of Healthcare Resolutions are to:
- Resolve complex health care disputes, issues, and concerns at the lowest level, directly and at the earliest opportunity.
- Ensure a fair resolution process for all parties - patients, health care providers, and the military treatment facility.
- Combine patient, family, and provider input into process improvement initiatives and enhance patient-provider partnership in care delivery.
- Promote organizational clarity and integrity, including training providers in disclosure techniques.
- Share any unexpected outcomes of care openly and honestly, including system weaknesses, with patients and families.
- If weaknesses are found, we will change and improve processes and functions. This is consistent with our role as a high-reliability organization.
Guiding Principles
- Confidentiality. Your identity is never shared without your permission.
- Neutrality and Impartiality. We do not take sides in a dispute. Healthcare Resolutions aims to achieve the best possible outcome for all.
- Independence. We operate across all levels of the MTF and will address any party about issues needing their attention.
- Informality. We use candid and direct problem-solving processes to resolve disputes. Using the Healthcare Resolutions Program does not limit your right to pursue formal or legal processes.
How does the Healthcare Resolutions Program help resolve issues?
- Conducts informal fact-finding, facilitates open communication between parties, and offers fair and equitable solutions
- Communicates with patients and providers about quality of care issues; may enable mediation sessions with patients and providers
- Negotiates and reasons to analyze situations; recommends appropriate actions for solutions, while ensuring that all parties understand their options and the processes involved
In some cases, the MTF leadership is informed about developing issues, while staying confidential and neutral.
Who can use the Healthcare Resolutions Program?
The Healthcare Resolutions Program is available to all patients, beneficiaries, next of kin, and health care personnel assigned to the facility. We accept referrals from any beneficiary or staff member experiencing clinically complex patient care issues. For more information or to schedule an appointment, contact our office.
When and how should I contact Healthcare Resolutions?
When you need to privately discuss an issue or conflict that affects your care at the hospital. Mediation may be offered to address and resolve concerns. For more information or to make an appointment, call 571-231-1455.
NOTE: The Special Assistant for Healthcare Resolutions is not the Military Family Ombudsman or any other “ombudsman” position in the command. Healthcare Resolutions does not address workplace or Workers' Compensation issues. Healthcare Resolutions services are free of charge.
The Special Assistant for Healthcare Resolutions advocates for fair processes for all participants in all situations, and serves as a special assistant to the commander and deputy commander.