BUMEDINST 6300.10C, MEDICAL AND DENTAL TREATMENT FACILITY CUSTOMER RELATIONS PROGRAM

Question 1

Medical and Dental Treatment Facility Customer Relations Program instruction Number?

Answer 1

BUMEDINST 6300.10C

Question 2

BUMED Deputy Chief, Readiness and Health must?

Answer 2

1. Implement program objectives, goals, and policies for MTFs and DTS to implement consistent customer relations processes throughout the navy health care system.
2. Conduct an enterprise-wide patient satisfaction survey, and report data to identify patient’s concerns, facilitate health care delivery improvement processes, and analyze internal and external peer performance
3. Support CRP through development of training materials and dissemination of training.
4. Implement CRP goals and monitor progress toward goals, upon direction of the Deputy Chief, BUMED.
5. Ensure Process Improvement, QA, QM, CR.

Question 3

Commanders, Navy Medicine Regions must:

Answer 3

(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 areas 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.
(2) Develop and implement regional strategies to ensure MTFs and DTFs meet
performance goals resulting from patient satisfaction survey findings or other goals as set by
BUMED.
(3) Monitor and provide assistance to the MTFs and DTFs 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.
(4) Promote and ensure coordination with health care resolution practices as per
reference (h).

Question 4

COs and Officers in Charge (OIC) must:

Answer 4

needed to meet the minimum requirements outlined in this instruction. Employ and assign
customer relations officers (CRO), ensure appointment letters, signed by COs or OICs, are
prepared for individuals who are assigned.
(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 the MTF 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.
(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.
(4) Develop market strategies directed at informing and educating customers about the
unique characteristics of the CRP at the local MTF or DTF.
(5) Utilize BUMED and DHA survey marketing materials where appropriate. Develop
command 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.
(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.
(7) Consider and document the impact on customer relations when requesting resources,
personnel, and facility changes.
(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.
(9) Ensure customer relations reference cards are available to all beneficiaries and
updated as needed to keep them current.
(10) Focus recruitment, retention, advancement, and recognition efforts on Navy health
care personnel demonstrating a solid commitment to excellence in customer service. Advocate
for patients and staff by creating a positive and safe work environment.
(11) Promote health care resolution practices per reference (h), when appropriate.

Question 5

MTF and DTF CRO must:

Answer 5

(1) Ensure customer relations representatives are appointed and appointment letters are
signed by the CO or OIC.
(2) Be the principal point of contact ensuring the day-to-day execution of the Navy
Medicine CRP. The CRO or the CRO substitute, such as duty personnel, will be available at all
times during the facility’s hours of operation and will have completed all relevant Navy
Medicine customer relations training.
(3) Serve as the facility’s senior leadership representative for all matters affecting
customer relations and satisfaction.
(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
relations issues from CRP personnel specifically designated in this instruction and to recommend
actions and response.
(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.
(6) Ensure the CRP is marketed to all customers and all affiliated activities.
(7) Centrally track and review all legislative, executive, and beneficiary CRP
correspondence regardless of final disposition of response.
(8) Identify and report customer dissatisfaction issues and trends via their chain of
command and recommend or implement changes within the appropriate scope of responsibility,
process changes, and improvements.
(9) Communicate progress of the facility toward meeting or exceeding goals for facility
specific measures, as appropriate.
(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.
(11) Promote health care resolution practices per reference (h

Question 6

Customer Relations Representative (CRR) must:

Answer 6

(1) Be appointed by the CO or OIC with the recommendation of and in coordination with
the CRO. Appointment letters must be signed by the CO or OIC.
(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.
(3) Serve as the unit’s representative for matters affecting customer relations and
satisfaction.
(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.
(5) Ensure the CRP is marketed to all customers and all affiliated activities.