Customer Service

Patient Relations/Advocate

Email: usaf.jbsa.59-mdw.mbx.wing-patient-advocate@health.mil

Patient service is our number one priority at the Wilford Hall Ambulatory Surgical Center. We are committed to providing each and every one of our patients - both internal and external - the highest quality of service available anywhere. We have many programs in effect at Wilford Hall Ambulatory Surgical Center designed to enhance satisfaction with the care and service we provide and a variety of mechanisms in which our patients can provide us with feedback by going on http://ice.disa.mil, under Wilford Hall Ambulatory Surgical Center.

The 59th MDW Patient Advocate is here to help resolve your patient care concerns. If during any visit to any of our 59th MDW military treatment facilities, we have not succeeded in meeting your expectations, we will work to address the issue immediately. We strive for excellence in patient care. We value our patients' feedback, as it helps us to identify problems and implement improvements. If you would like to provide feedback, please contact the appropriate clinic or section patient advocate.

Beneficiary Counseling and Assistance Coordinator (BCAC)/Debt Collection Assistance Officer (DCAO)

Click here for more information.
Phone number: (210) 292-7848

Interactive Customer Evaluation (ICE)

Click here for more information.

Interpreter

Location: Wilford Hall Ambulatory Surgical Center, First Floor

Please ask a member of the clinic staff for assistance. Medically-trained interpreters are available 24-hours a day.

Language Interpretation

For your convenience, hand-held translator units or three-way phone conversations between you, your provider, and the medical interpreter are available. We use World-Wide Interpreters for our translator needs and they are available 24-hours a day, with no waiting times. They are trained to interpret health care information in over 40 languages. After-hours interpretation is available as well. Please ask the front desk staff for assistance if you require translator services. The clinic staff will simply call 800-945-7889, give the name of our facility, and sate the language required. Verification of the services provided will be made to the company directly from the clinic staff.

Sign Language Interpretation

Please arrange with the clinic in advance for a translator for your next appointment. This will help eliminate any delay while waiting for the interpreter to arrive for your health care visit. Providing our patients with the best possible service is our goal. Please let us know if you have any questions or concerns by calling our Customer Relations at 210-292-7848. Thank you!

Are You a Hard of Hearing Patient?

Help us improve the communication process during your health care visits.

• Face you
• Speak slower
• Repeat important information
• Give you a pen and paper if you need to write something down

We ask that you . . .

• Always let our staff know if you are a hard of hearing patient, especially before any surgical procedures
• Let us know if you need an interpreter for a future visit
• Please let us know if you don't hear or understand what we say
• Discuss your preferred means of communication
• Explain you may not understand if your name is called and to please repeat if you do not answer
• Be informed! Ask if any medical equipment, medications, or other issues may affect your hearing