New MDG upgrades to bolster customer service

  • Published
  • 436th Medical Group
DOVER AIR FORCE BASE, Del. --  The 436th Medical Group strives to stay ahead of the technology curve as it implements an innovative, creative and efficient means of caring for patients.

Most patients are already familiar with the clinic's automated prescription refill system as well as the automated appointment reminder system. Both of these systems are part of the AudioCare suite of healthcare systems.

In addition to the refill and reminder systems, the clinic recently purchased an upgrade to AudioCare known as AudioNotes. This upgrade provides a secure means of communicating information to patients by telephone. In the coming weeks, patients will have access to an individualized, secure message retrieval function in AudioNotes and clinic providers will be able to set up messages for patients to conveniently access by calling in to the system. To protect privacy, patients will be required to create a personalized identification number to access AudioNotes. The system is designed to work in a fashion similar to using the telephone to access automated banking account information.

The AudioNotes message retrieval system will be used primarily to provide lab and radiology results to patients in a more efficient manner. It is the clinic's goal that AudioNotes will significantly streamline the effort to communicate test results while further empowering patients to actively manage their healthcare.

The clinic has now reached the testing phase for AudioNotes. In the coming weeks, a limited number of patients will be asked to use the system and provide feedback regarding it. This will allow the clinic to work out the details of managing AudioNotes prior to full implementation.

One critical detail necessary for the successful use of AudioNotes is the accuracy of patient phone numbers. Most of the healthcare systems within the medical group, especially AudioCare Systems, rely upon the Defense Eligibility Enrollment Reporting System for accurate patient demographic information including phone numbers and addresses. When DEERS information is not current, healthcare provider teams are unable to contact patients in a timely fashion, and newer technologies like AudioNotes are limited. DEERS information may be reviewed and updated at the base Military Personal Section or by going online using the following internet address: https://www.dmdc.osd.mil/appj/address/indexAction.do