LRMC Patient Advocates Help Patients Navigate Care and Recognize Outstanding Service

LANDSTUHL, Germany — Navigating healthcare can be challenging under the best circumstances. For service members, military families, and retirees living overseas, an unexpected illness or injury can make the process even more complicated, particularly when they are far from home and their usual support networks.

At Landstuhl Regional Medical Center, the Patient Advocacy Office helps patients navigate the health care system, resolve concerns, and communicate with their medical providers. The team also collects feedback, recognizing exceptional care and identifying opportunities to improve services throughout the medical center.

Amy Dungca, chief of LRMC’s Patient Advocacy Office, said the team’s primary responsibility is to strengthen communication between patients and health care providers.

“Our role is to bridge the gap between complex medical terminology and clear, everyday language, ensuring providers truly understand their patients' concerns,” Dungca said. “This can range from simple tasks, like helping a patient transition to a new primary care provider, to resolving complex communication challenges within a health care team."

Patient advocates assist with a range of concerns, including communication with specialty clinics, questions about treatment plans, and difficulties navigating referrals or insurance issues. They also provide patients with an opportunity to explain their concerns and feel heard.

“A lot of times, patients come to us when they are at their wit's end,” Dungca said. “They’ve spent weeks or months just trying to get their medical team and TRICARE to talk to each other, and they're understandably exhausted from hitting wall after wall."

Although advocates cannot guarantee that every request will be approved, they work to help patients understand their options and resolve concerns whenever possible.

“We can’t always get a 'yes’ for our patients, because sometimes what they're asking for isn't medically necessary," Dungca said. "But when we are able to get that approval, they are incredibly relieved and happy."

Dungca said patients often appreciate having someone who will listen to their concerns and help them work through the process, even when the final outcome is not what they initially hoped for.

Patient advocacy also includes recognizing the medical professionals who make a difference in patients’ lives. Dungca said she noticed during her first year at LRMC that many employees were unaware of the positive feedback patients had submitted about their care.

"There is a direct connection between our staff hearing positive feedback and the quality of the patient-provider relationship," Dungca said. "During my first year here, I saw so many team members feeling unappreciated and burnt out, and I thought: Why aren't we sharing the good things we see? Many staff members didn’t know that they had received positive comments.”

To address that gap, Dungca established "Way to Go Wednesday”, a weekly initiative that highlights positive patient comments and recognizes employees for their contributions.

“So often, healthcare providers only hear from patients when something goes wrong,” Dungca said. “We wanted our doctors, nurses, and staff to see the real, human impact of their hard work. It’s our way of closing the loop and reminding them that their dedication doesn't go unnoticed and it truly changes lives."

During the medical center’s daily leadership brief, selected patient comments are shared and the employees involved are recognized, along with their supervisors and department leaders.

“It’s amazing how far a little recognition goes, and when you hear your name called out in front of leadership for making a difference in a patient’s life, it refuels your tank,” Dungca said. “It reminds everyone in the room from our frontline staff to our directors exactly why we put on this uniform and do this work every day."

Staff Sgt. George Sanchez, the noncommissioned officer in charge of patient affairs and accountability at LRMC, said the weekly recognition has become a welcome source of encouragement for employees.

"It is incredibly rewarding to see our service members get the recognition they deserve every Wednesday," said Sanchez. "When you highlight someone’s hard work in front of their peers and leadership, it does more than just boost morale; it reinforces that they are doing the right thing. Knowing their efforts are seen creates a healthy, positive environment where everyone is motivated to do their best and reach that next level."

Dungca said the volume of positive comments submitted through the Interactive Customer Evaluation system, commonly known as ICE, inspired her to find another way to share patient appreciation across the medical center.
"I wanted to let the entire team know about them,” Dungca said.

She worked with Denver Ganzon, an information technology specialist and web designer in LRMC’s Information Management Division, to develop a digital Gratitude Wall. The centralized platform allows employees across the medical center to read positive ICE comments and see the recognition patients have shared about their care.

"When Amy reached out, I didn't hesitate to jump in, because she is a tireless advocate for our patients every single day, and that genuine care extends directly to our staff as well," Ganzon said. "When you see someone serving others with that level of dedication, you do whatever it takes to support them and help bring their vision to life."

Dungca said she also ensures that employees mentioned in positive feedback receive recognition, along with their supervisors and department leaders.

The office uses patient feedback for more than recognition. When recurring concerns emerge, such as confusion about pharmacy pickup procedures or referral timelines, trends with hospital leadership. This feedback can help identify communication gaps and opportunities to improve processes throughout the medical center.

Through these efforts, patient advocates support both sides of the health care experience: helping patients understand and navigate their care while ensuring employees receive recognition for the work they do.

Dungca emphasized that patients do not need to wait until they experience a problem to contact the office. Patient advocates can answer questions, help clarify procedures, recognize outstanding service, and assist with concerns before they become more difficult to resolve.

“Healthcare can be complicated, but navigating it shouldn't have to be,” said Dungca. “Whether you are facing a confusing communication barrier, trying to resolve a TRICARE issue, or simply need someone to stand in your corner, the Patient Advocate Office is here for you.”

Patients who need assistance navigating their care or communicating a concern can contact LRMC’s Patient Advocacy Office. The office encourages patients to speak up and seek assistance whenever they need support.

Legal Disclaimer:

EIN Presswire provides this news content "as is" without warranty of any kind. We do not accept any responsibility or liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. If you have any complaints or copyright issues related to this article, kindly contact the author above.