FORT SILL, OK- Navigating the complexities of any health care system can be difficult. Beneficiaries can sometimes feel that they have limited options when they need assistance with medical related issues. At Reynolds Army Health Clinic there are many customer service avenues that patients can use when they feel they need help. From the Patient Advocate to the Beneficiary Counseling and Assistance Coordinators, and the Interactive Customer Evaluation or ICE system, there is no shortage of help.
However, there is another customer service resource that many may not know about. Mrs. Paulette Anderson has been the Ombudsman at Reynolds Army Health Clinic for 15 years, and in that time she has helped countless service members and their families resolve medical issues.
The term Ombudsman traces back to an Old Norse term meaning representative, and this is true of the modern definition of the word. “My roles as an ombudsman is to be a neutral, independent and impartial resource for Service Members and their families who need assistance with medical and non-medical related issues,” said Anderson.
With Mrs. Anderson’s years of experience, she is able to connect those she helps with the appropriate subject matter experts to quickly assist in complex case management, military health care system navigation, and impartial investigations that often times reach beyond the walls of Reynolds.
Mrs. Anderson’s most recent case was just such an example. Pfc. Kristian Walker is a 13J Field Artillery Fire Control Specialist and a recent graduate of Fort Sill’s 428th Field Artillery Brigade advanced individual training (AIT). While attending AIT, Pfc. Walker sustained a back injury which made him unable to take his final Army Fitness Test (AFT) which would have delayed his graduation. Under normal circumstances Pfc. Walker would have remained at Fort Sill until he was able to take his AFT and graduate AIT. However, his circumstances were unique because he had to start his first semester of college at Florida State University.
“If I didn’t graduate AIT on time, I would have missed my first semester of college and would have lost several scholarships,” said Walker.
Pfc. Walker’s mother, Mrs. Agnese Walker, was able to reach out to Mrs. Anderson who then worked collaboratively with the Fort Sill National Guard Liaison, Reynolds Army Health Clinic Physical Therapy, and the 428th Field Artillery Brigade Surgeon who was able to complete Pfc. Walker’s line of duty medical determination which allowed him to graduate AIT with his peers.
As an added bonus Mrs. Anderson was able to attend the AIT graduation and meet Pfc. Walker and his family for the first time.
“I cannot say enough wonderful things about Ms. Anderson,” said Mrs. Walker “She truly went above and beyond for our family during a very stressful time with genuine compassion, professionalism, and urgency. She even answered her phone after normal business hours. She served as bridge between the medical team and the command, helping facilitate communication, answer questions, and advocate for appropriate follow-up. Her willingness to listen, take action, and keep everyone informed made an enormous difference during a difficult situation.”
If you would like to reach out to Mrs. Anderson for Ombudsman support you can call her office at 580-558-2592. You can also reach the full Reynolds Army Health Clinic customer service team at [https://reynolds.tricare.mil/Patient-Resources/Customer-Service](https://reynolds.tricare.mil/Patient-Resources/Customer-Service)
| Date Taken: |
08.13.2026 |
| Date Posted: |
08.13.2026 13:39 |
| Story ID: |
572339 |
| Location: |
OKLAHOMA, US |
| Web Views: |
23 |
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This work, Reynolds Army Health Clinic Ombudsman provides support for Soldier and their families., by Joel McFarland, identified by DVIDS, must comply with the restrictions shown on https://www.dvidshub.net/about/copyright.
