FORT BLISS, Texas - Hanging in the foyer of Fort Bliss’ largest outpatient health clinic is a portrait of a young man who gave all for the freedom enjoyed by all Americans.
It is a portrait of El Paso native, Spc. Hugo V. Mendoza, a combat medic for whom the medical clinic, Spc. Hugo V. Mendoza Soldier Family Care Center, is named.
On Oct. 25, 2007, while serving with 1st platoon, Battle Company, 2nd Battalion, 503rd Airborne Infantry Brigade, Mendoza succumbed to wounds received after his unit came under attack while on a battalion-wide operation in Korengal Valley, Afghanistan.
Although fatally wounded, Mendoza was still responding to the call of “medic” until he fell, posthumously earning him a Bronze Star Medal with combat distinguishing device, also known as “V” device for valor.
In 2012, five years after Mendoza’s actions, William Beaumont Army Medical Center renamed the Soldier Family Care Center in honor of Mendoza. The clinic sits along SSG Sims Street on East Fort Bliss and provides more than 35,000 patients services in primary care, laboratory, radiology, pharmacy, physical therapy and behavioral health. The center is also home to Fort Bliss’ only dedicated pediatrics clinic.
The nearly 150,000 square foot clinic originally opened in 2010. It remains one of the largest and most technologically advanced outpatient health centers in the Department of Defense.
“Our ultimate goal is to have a healthier patient population,” said Capt. Blake Busey, family practice provider and Patient-Centered Medical Home expert. “When the patients are well, we do well.”
According to Busey, a key factor in having a healthy patient population is providing excellent access to care. Patients are encouraged to contact Primary Care Managers (PCMs) through online formats.
“We’re trying to do as much as we can through email, Relay Health, Telephone Consultations and Tricare Online,” said Busey. “We make every attempt to give them the best care in a reasonable amount of time.”
Because a patient’s time is important, health screenings are scheduled prior to PCM visits to ensure primary care teams take advantage of appointment times to discuss all results and patient concerns.
“We’ve been optimizing the time with our patients,” said Busey. “We make sure all their labs are done and make sure they’re ready prior to the appointment so they don’t have to come back a week later.”
Acute care is also a concern for the team at Mendoza Clinic. Patients are urged to attempt to make an appointment for care with their PCMs rather than visit the emergency room.
“Keeping the population healthy will improve the access to care available at WBAMC’s ER for patients who may have unexpected acute issues,” said Lt. Col. Theresa Mack, chief of primary care nursing services. “If somebody comes into our clinic and the concern is serious our nurses will triage the patient and determine if immediate care is necessary.”
To ensure patients receivethe care they deserve, PCMs take advantage of their schedules with canceled appointments or absent patients. If a patient is 10 minutes late, providers can give them the option to reschedule for another appointment or wait for an available appointment.
No-shows in the clinics take up almost 10 percent of scheduled appointments. That 10 percent of time takes away from other beneficiaries, but every attempt is made by PCMs to provide for other patients.
“We don’t do sick-call but we will make every effort to take care of our patients,” said Busey. “If there is an appointment available we can book them for that day, but we can’t walk-in patients if there are no appointments available.”
Mack stressed the importance of utilizing the technology available to patients through online services. Relay Health provides patients a means of communicating with their Primary Care Manager through secure messaging which PCMs must respond to within a 24-hour period.
“Don’t make an appointment, send me an email,” said Mack.
“We can meet patient’s medical needs without wasting their entire day,” added Busey.
Aside from an impressive facility, the clinic is certified by the National Committee for Quality Assurance, a nationwide organization dedicated to improving health care quality. Additionally, almost all the departments at the clinic have a level three rating, the highest rating clinics can achieve in a PCMH model.
Patient feedback is essential in providing exceptional care, said Busey.
“We really just want to provide exceptional care and want our patients to come see their PCMs, clinics who know them and can treat them quicker,” said Mack. “We need patient feedback and inputs to make our clinics fit their needs.”
Patients can voice their visits by speaking with the patient advocates at the Clinic or calling 742-2692.
For more information about the Spc. Hugo V. Mendoza Soldier Family Care Center, visit www.wbamc.amedd.army.mil