Medical Service Corps Newsletter

Newsletter Title Spring 2013 Spring 2013

Inside Story HeadlineU.S. Air Force

From the Corps Chief Brig Gen Charles E. Potter

appy Spring! The our sister services and of H famous Washington course, the Line of the AF. DC Cherry Blossoms I’m sure you are all witness- Upcoming Events bloomed later than expected ing the effects of Sequestra- this year after an unusually tion on your bases and within 2013 cold March. The last time your organizations. There's they bloomed this late was also a 30-day "Airmen Pow-  10-14 Jun, DT/Senior MSC Council, San Anto- back in 2005. They finally ered by Innovation" call for nio, TX reached peak bloom during ideas geared towards how we the second week of April can cut costs. We are all in  3 Jul, HSA Graduation, and more than one million this together and need to San Antonio, TX people visited the nation's think about our future. The  15-26 Jul, Lt Col/Maj Brig Gen Potter serves as the capital to celebrate their Chief of Staff, United States Assistant Surgeon Gen- Promotion Board arrival. Air Force (CSAF) has a link eral, Health Care Opera-  23-26 Sep, DT/Senior on the AF Portal for idea sub- tions, Office of the Surgeon MSC Council, San Anto- A lot has happened since missions. Airmen, especially General, Falls Church, VA. nio, TX our last MSC Newsletter. medics, are innovative by na- The Military Health System ture. The AF is counting on Before the travel re-  1-4 Oct, MSC Accession strictions hit, I was able Board, San Antonio, TX Modernization study is in your ingenuity to come up full swing and is an ongo- with ideas for cutting costs to go out and meet with www.facebook.com/AFMSC ing effort to garner all the and doing things more effi- Col Doreen Wilder (60 Defense Health Program ciently. MDG/SGA), Lt Col Der- (DHP) efficiencies we can, rick McKercher (60 by looking at Shared Ser- The travel restriction contin- MDSS/CC), and the rest vices once the Defense ues, however some confer- of the MSCs at the 60th Health Agency (DHA) ences and workshops are still Medical Group, Travis stands up this fall. Air being approved. A change to AFB. I spent the entire Force (AF) Maj Gen Doug exemptions in the Deputy day with them and toured Robb has been nominated Secretary of Defense Guid- the facilities, which infor appointment to the rank ance, initially issued on 29 cluded the Fisher House of Lieutenant General and September 2012, was recently and VA clinic (situated for assignment as the first approved by the Deputy Sec- right next to the hospital). DHA Director. Sequestra- retary and SG1 will be send- HQ USAF/SG1A 7700 Arlington Blvd Ste 5157 tion has come out and the ing those out to the field Falls Church VA 22042 Air Force Medical Service soon. The best news was that (The “From the Corps 703-681-7163 (AFMS) continues to deal our MSC DT in June was ap- Chief” article is contin- https://kx.afms.mil/msc ued on the next page.) with those issues alongside proved! MSC Newsletter, Spring 2013 MedicalMSC Newsletter, Service Corps Fall 2010

From the Corps Directorthe Col Corps Denise K. Lew Chief (continued) Brig Gen Charles E. Potter

The project officers for my visit, Maj Carmal Terrell, the project of- efforts. With that in mind, take a Capt Maribethy Cash and Lt Billy ficer for this visit, arranged a very minute to read Maj Emirza Gradiz's Cantu, arranged a wonderful visit. nice luncheon with all the MSCs at article, "A Patient's Perspective." the Logistics Warehouse and Lt Col Due to this budget constrained envi- Ron Merchant is doing a great job I would be remiss if I didn't mention ronment, I started looking for local leading the Loggies down there. the MSC Corps Office. Our Corps opportunities to meet with MSCs. During lunch we chatted about what Director, Col Pat Dawson, and his We had a luncheon, hosted at the is happening in DC and I was able to team - Lt Col Michaelle Guerrero Pentagon, that was well-attended by answer quite a few questions for and Maj Joi Dozier, continue to lead MSCs within the NCR and another them. our MSC daily operations very one with Lt Col Chris Vaughn (779 well! They are spinning lots of MDSS/CC) and the MSCs at Joint- There are plenty of great articles in plates and making great things hap- Base Andrews. I also attended Col this latest newsletter. The Senior pen. Their leadership is certainly Eric Hyde’s promotion ceremony MSC Spotlight article on Col Jim appreciated!! and recently had the honor to pre- Clapsaddle is especially notewor- side over two 0-6 promotions: Col thy. Col Paul Martin covers the I really do wish I could get out and Eric Huweart, Deputy CIO, and Col question, "What does Specialty see all the wonderful things you all Greg DeWolf – who, by the way, is Match mean to me?” Additionally, are doing to enhance patient care heading out this month to be the our Information Management/ and make our facilities the best Medical Group Commander at Al Information Technology (IM/IT) place for our beneficiaries to come Udeid for the next year. crowd will appreciate the Infor- and receive their care. I do realize mation Assurance article written by that the Western Region is going I’ve since traveled down to two Lt Col Michael Stone and Maj through the growing pains of a new HSA graduations, one all Guard and Shaundra Knight. There are also contract. All the issues are being Reserve class, 13-B, and just a few lots of great pictures throughout the reviewed here in DC as the reports weeks ago, I was able to spend some newsletter, so please keep sending keep coming in. Have no fear, we time speaking to class 13-C. I really them into the Corps Office. are aware and are reading about all enjoy being able to listen and speak of the issues before channeling them to these amazing MSCs who are em- I dusted off a "Quest for Quality up to TRICARE Management Ac- barking on their careers. The Quiz" I used as a Major, Squadron tivity/Health Affairs (TMA/HA). Schoolhouse will be experiencing Commander, and Administrator, Your voices are being heard. For some changeover this summer with back at Moody AFB in the late those of you who are deployed the rotation of the Course Director - 1990s, in preparation for our HSI/ around the world, we are thinking of Maj Andy Herman, Logistics In- JCAHO at the time. The Corps Of- each and every one of you every structor - Maj Chris Gonzales and fice put a more updated twist on day, so please let us know if there is Resource Management Office some of the questions - and it just anything we can do for you. Until (RMO) instructor - Maj Wendy may inspire you or your personnel the next newsletter or visit from me, Moreno. They have done a fantastic to put more effort into making our please, “Stay Strong, Stay Vigilant, job preparing our accessions for patients feel comfortable and wel- and Stay Healthy!” their first MSC assignment. During come when they come in for care. my most recent trip to San Antonio, We are still trying to bring as many I managed to visit with Col Kerry beneficiaries as we can back to the Dexter and the MSCs at AFMOA. MTFs through our recapture care

Page 2 MSC Newsletter, Spring 2013 MedicalMSC Newsletter, Service Corps Fall 2010

From the Corps Directorthe Col Corps Denise K. Lew Director Col Patrick L. Dawson

t is hard to those DT functions involving a board assess all factors in the officer's rec- I believe we selection process for command, IDE/ ord that bear on promotion, including have already SDE, SGA, AES/DO, and other force job performance, professional quali- entered yet development programs were approved. ties, leadership, depth and breadth of another busy The AFMS significantly streamlined experience, job responsibility, ad- spring, and DT processes, reduced the number and vanced academic and developmental will soon enter length of DTs, and the number of DT education, and specific achievements. the summer of participants. As a result, HQ AF/A1 Of these factors, job performance is 2013, and up- approved HQ AF/SG1s plan for two the most important. As in previous coming PCS face-to-face DTs within the MC, DC, SECAF approved promotion board Col Dawson serves as season. First NC and MSC and one for the BSCs. instructions for MSCs, “board certifi- the Director, Medical of all, I’d like The MSC DT will meet 10-14 June, cation is considered an important ac- Service Corps, Office to congratulate and again from 23-26 September. The complishment.” With that, board cer- of the Surgeon Gen- our MSCs se- upcoming June DT agenda includes tification is not mandated. While eral, Falls Church, VA. lected for our selecting SQ CC candidates and Health board certification is not mandated, it annual awards. Professions Education Requirements is evidence of continuing education Normally, we are able to personally Board candidates (for AFIT, EWI and and adherence to professional stand- present our individual annual awards Fellowship opportunities). In addition, ards associated with our administra- at the MSC Annual Awards Dinner at we will select MSCs to attend in- tive specialty. Consequently, the Air the American College of Healthcare residence developmental education Force Medical Service Corps consid- Executives Congress in Chicago. Un- opportunities such as ACSC, AWC, ers board certification an important fortunately, due to Department of De- RAND, or NWC. With that in mind, accomplishment. Corps MLR prod- fense fiscal challenges this year, the please remember it is your responsibil- ucts were recently reviewed and coor- awards dinner and our conference ity to ensure the accuracy and currency dinated with HQ AF/SGJ, HQ AF/ attendance was cancelled. The recipi- of their military personnel record. As JAA, and recently approved by SE- ent of the Commitment to Excellence you can see, there are a lot of activities CAF General Counsel. Award for 2012 will be announced occurring this summer and year, so within the next couple of months at a please remember to continually check Notably, I’d like to give special special ceremony. The recipients for our website for the latest updates to the recognition to Maj Joi Dozier, our the 2012 Commitment to Service MSC Calendar of Events at https:// MSC Corps Office fellow. She has Award and the Young Healthcare Ad- kx.afms.mil/msc. performed brilliantly in her fellowship ministrator of the Year awards are Col and will graduate soon. We are very (sel) Chris Phillips, and Capt Josh As you know, board certification for proud of her in all she has accom- Peter, respectively. Congratulations MSCs competing for Major is masked plished. Fortunately, we were able to to these stellar MSCs, and to the (hidden) at promotion boards (as all keep her on the Corps office staff (I many annual team winners as well!!!! CGO efforts should be to focus on am jumping up and down with “Joi” functional experience, not board certi- right now...ha), so expect more great No rest for the weary! The upcoming fication). This same info is not masked things from Joi in the weeks and Corps schedule continues on the fast for folks competing for Lieutenant months to come!!!! track. HQ AF/A1 approved the Colonel and Colonel. Air Force pro- AFMS Development Team (DT) motion board instructions are approved schedule for 2013. Each Corps man- by the Secretary of the Air Force (The “From the Corps Director” arti- ages force development through the (SECAF). Generally, these instruc- DT process. However, due to fiscal tions are nearly eight to ten pages long. cle is continued on the next page.) constraints, steady state vectoring will SECAF instructs promotion boards to not be done at upcoming DTs, only apply the whole-person concept and

Page 3 MSC Newsletter, Spring 2013 MedicalMSC Newsletter, Service Corps Fall 2010

From the Corps Directorthe Col Corps Denise K. Lew Director (continued) Col Patrick L. Dawson Here’s a reminder to everyone regarding the AF’s 101 Critical Days of Summer safety campaign, which will begin soon. Wingman safety days will occur this month to kick these activities off, so I encourage maximum participation from all MSCs! Of note, please remember the AF Comprehensive Airman Fitness Model’s four wellness pillars: mental, physical, social, and spiritual.

Last, but not least, thank you all for what you do! Your leadership and mentorship are so important in our AFMS! Not all that long ago, I found a leadership article some of you may be interested in. In your free time, Google up, “The Five Disciplines of Genius-Makers,” posted by Maynard Brusman, or find it at: http://www.hr.com/en/app/blog/2012/10/ genius-or-genius-maker_h8yklhd7.html.

6th Medical Group Re-enacts 1941 Photo 6th Medical Group, MacDill AFB, Florida, 17 April 2013

Page 4 MedicalMSC Newsletter, Service Corps Spring 2013 From the Associate Corps Director Lt Col Michaelle Guerrero

ow, we These two-year opportunities include In June, the MSC Developmental W have al- one year of didactic learning followed Team competitively selects officers for ready begun the by a one-year residency. While all the HPERB opportunities. Interested second quarter of MSC officers are eligible, the target applicants should already be preparing CY2013. Rolling audience is Captains with ~5 years of for the call for candidates normally with the guidance total active commissioned service who released in April. As a preview to so- from the SECDEF do not already have a post- licitation, interested applicants must and SECAF, our baccalaureate degree. meet the following pre-requisites: request for conference attend- Representing a wide variety of the - Demonstrated record of superior Lt Col Guerrero ance at this year’s MSC specialty areas, the EWI and Fel- performance as an MSC Of- serves as the Deputy ACHE Congress lowship programs are unique training ficer Chief, Medical Per- was disapproved. opportunities for MSC officers to par- - Appropriate PME completed or sonnel Plans and While AETC in- ticipate in benchmark programs at the due to be completed within the Integration Division, Office of the Sur- formed us the leading edge of healthcare manage- first year of the DE program geon General, Falls April 2013 Inter- ment and policy development. These - Two years time on station Church, VA. mediate Execu- programs are designed to prepare an - Fellowship and EWI applicants tive Skills (IES) MSC to assume key leadership posi- must have at least 5 years Course was cancelled, the next sched- tions in the Air Force Medical Service. commissioned service and uled IES Course was approved as a meet rank/experience require- training event (versus “conference”), EWI opportunities are focused on in- ments, as required by the re- tentatively scheduled for September ternships with civilian sector spective opportunities 2013. Those activities aside, we still healthcare organizations or federal - At least three years of intervening have a full agenda for Spring/Summer healthcare regulating agencies, such as service since in-residence IDE/ of 2013 and our next major milestone Johns Hopkins or the Centers for Med- SDE or education assignment will be the Health Professions Educa- icare and Medicaid Services (CMS), Nomination packages must include: tion Requirements Board (HPERB). respectively. These experiences build - Completed/digitally signed on a strong foundation of MTF experi- “MSC Education Program Ap- In this process, the Senior MSC Coun- ence, allowing the MSC officer to gain plication” for the respective cil, comprised of the Corps Chief, focused training and expertise in a par- year Corps Director, MAJCOM SGAs and ticular MSC specialty area. The target - A letter of endorsement from Medical Service Corps Associate Corps audience for EWIs is senior Captains MTF Senior MSC with a Chiefs, establish MSC DE opportunities and Majors with two MTF assign- “Courtesy Copy” (CC:) to the for the following academic year (AY). ments. MAJCOM SGA These Force Development opportunities - GRE/GMAT scores include Advanced Academic Degrees Similar to EWI opportunities, Fellow- - ADP (AADs), Education with Industry ships are internships within DoD or- - PME status/completion as reflect- (EWIs), and Fellowships. So, what’s ganizations, such as OSD, HHS, US- ed on member’s SURF the difference? SOCCOM, A1, A5, A8, etc. As a Fel- low, an MSC is exposed to various (The “AFPC Corner” further outlines The Advanced Academic Degree DoD offices and processes in efforts to the timeline of this process on Page 9.) (AAD) program provides an opportuni- garner insight into the respective or- ty for MSCs to obtain typically a Master ganization’s perspective in order to As with any assignment/professional of Healthcare Administration, Master of bring that expertise back to the AF/SG. development opportunity, you should Business Administration, Master of In- The target audience is Majors and Lt communicate with your Squadron formation Systems, or Master of Sci- Cols, to enable members Intermediate Commander, MDG SGA, MAJCOM ence in Supply Chain management via a or Senior Developmental Education SGA, and Associate Corps Chief to civilian institution, the Army-Baylor (IDE/SDE) in-residence equivalency discuss your areas of interest and via- program or the Uniformed Services credit upon completion. ble options. Good luck! University of Healthcare Sciences.

Page 5 MedicalMSC Newsletter, Service Corps Spring 2013 From the Editor Maj Joi Dozier, Fellow, MSC Force Structure Management

thought I would take this opportunity to write about a couple of the initiatives we’ve started in the National Capi- I tol Region (NCR), all with the same goal of reaching out to our fellow MSCs. Some of these have been started as a result of us operating under our new budget constraints, while others have come about as a result of great sugges- tions made by you. (We are listening!) In addition to these being minimal to no-cost alternatives, these examples may also be items you can replicate in the field.

In the past, our Corps Chief and Corps Director have been able to get out and visit many of our MTFs. However, due to overall spending cuts, which have, in turn, led to TDY budget decreases, both Brig Gen Potter and Col Dawson have been able to meet with our MSCs by other means, such as attending MSC luncheons at bases located in the NCR. In addition to the traditional MSC NCR Luncheon(s), Brig Gen Potter and Col Dawson attended a Joint Base Andrews MSC Luncheon to reach out and extend the goodwill and support of the Corps Office. A luncheon with Joint Base Anacostia-Bolling MSCs is being planned to continue efforts to fellowship with our Corps members living in the region. While luncheons with the Corps Chief and Corps Director may not be possible in your region, setting up a luncheon with your area’s senior-ranking MSCs or MAJCOM SGA (or both) will payoff in dividends. This took place during my two previous assignments — Mentoring Luncheons with the SGA of Wilford Hall in San Antonio, Texas and with the MAJCOM SGA and senior-ranking MSCs on the island of Oahu at Joint Base Pearl Harbor- Hickam, Hawaii. To this day, I still remember advice given to me during these forums and am thankful to have been a part of these conversations.

Another endeavor started at the Defense Health Headquarters (DHHQ) has been the “MSC Speaker Series.” This series was started after the successful and well-attended 4A/MSC Panel was held at the DHHQ during 4A/MSC Ap- preciation Week in October 2012. Because there are approximately 80 MSCs assigned to the DHHQ here in Falls Church, Virginia, this new Speaker Series serves as a way for the Corps Office to provide professional development opportunities to all of our officers. Our first MSC Speaker Series topic was “Command Opportunities,” where Col Patrick Dawson, our Corps Director, discussed his experience as the 55th Medical Group Commander at Offutt AFB, Nebraska. Our second MSC Speaker Series was a panel discussion highlighting “Graduated Squadron Command- ers.” This was a multidisciplinary panel made up of officers from all of the AFMS Corps (MC, DC, BSC, NC, and MSC) and offered our MSCs (many of whom are currently being primed for Squadron Command) the chance to hear firsthand some positive and challenging experiences often encountered during Command. Our next scheduled MSC Speaker Series will occur in the next few weeks and will feature a panel of “Graduated Squadron Superintendents,” to impress the importance of the professional relationship between the Superintendent and the Commander, and further our understanding of the Command structure we all come into contact with one way or another.

While these are just a couple of items we’ve implemented to counter the lack of professional development opportunities available due to budget cuts, they have proved to be informative, useful and offer us occasions to network with our co-hort outside of our office settings. Hopefully, these examples will spur you on to think about new, innovative ways to go about providing career/professional development tools, especially during these fiscally constrained times. Recent or Upcoming MSC Retirements Thank you for your service · best wishes for a successful future

Maj Kimberly Bogumil Maj Thomas Windley Col Kerry Dexter

Maj Thomas Lipscomb Maj George Zaldivar If we have missed someone, please let us know. We are not routinely notified by the personnel system and rely on infor- Maj Jennifer McCoy Lt Col Troy McGilvra mal channels including retirement letter

requests. To request a retirement letter Maj James C. White Lt Col Kenneth Whitlock from the Corps Chief, please go to https://kx.afms.mil/msc.

Page 6 MedicalMSC Newsletter, Service Corps Spring 2013 What Does Specialty Match Mean to Me? Col Paul Martin

s the last MSC Development Team meeting, MSCs. Finally, they are A a concern was raised that members of our responsible for assisting Corps were not sure what the value and intent of AFPC with the proper specialty match was for them or the Corps. Upon placement of specialty review, we realized that we have done a poor job matched officers into key of marketing this program of late. positions and educational opportunities. In the end, The Specialty Match program was originally pro- all these responsibilities posed via a White Paper in February 2003. It was develop a cadre of well- intended to end a long standing argument of rather trained senior MSCs ready an MSC should be a specialist or generalist, by de- to take their place as the claring that you should be both. In an environment next Associate Corps as complex as healthcare management, the AFMS Chief. needs MSCs with both in-depth technical compe- tence and broad managerial experience to lead the Unit and MAJCOM SGAs Col Paul Martin is the proper integration of all administrative and support serve as the primary guides Chief, Medical Support Di- functions. and mentors to MSC offic- vision, Office of the Com- ers during their first years mand Surgeon and Specialty Match is a formal mentoring program. It prior to specialty match MAJCOM SGA for United is designed to match the career long growth and and again as MSCs seek to States Air Forces in Europe, development of our MSCs with the shifting force broaden their skills in SGA Ramstein AB, Germany. structure needs and senior leadership requirements and Squadron Commander of our Corps. roles. The MAJCOM SGAs, in conjunction with the Associate Corps Chief(s), are your representatives at the MSCs are expected to spend approximately half Development Team meetings throughout your entire their careers developing expertise through educa- career. tion, training and experience in one functional specialty. The other half of their careers are to be Along the way you have a responsibility to keep your spent broadening managerial and leadership com- ADP and record up-to-date so the Development Team petence in other specialty areas or in career broad- knows exactly where you are in your career develop- ening jobs. To facilitate this, they are expected to ment. We are very concerned about “lost patrols,” those rotate through different specialties every 18 to 24 MSCs in career broadening positions who may not have months during their first five to six years. At the a direct link back to the Corps. The Senior MSC Coun- end of that time, they are to apply for specialty cil is looking at ways to ensure that one of us remains in match in the career paths that interest them the a Senior Mentor role for you. With that in mind, your most. MAJCOM/SGA, Associate Corps Chief, or equivalent want to hear from you so we can help prep you to take Associate Corps Chiefs have the responsibility for our place. “Dudes and Dudettes,” we are tired and want managing their specialty areas. They do this to hand the reigns over to the next generation of through a multitude of roles. First, they have the brighter, smarter and more energetic MSCs. responsibility for developing the career pyramids within their specialty areas. Second, they are part of the specialty match board picking those MSCs that show the most promise in their area. Third, (The “What Does Specialty Match Mean to Me” article is they serve as mentors to the specialty matched continued on the next page.)

Page 7 MSC Newsletter, Spring 2013 Medical Service Corps What Does Specialty Match Mean to Me? (continued) Col Paul Martin So what does specialty match you aspire to be the next Col Dex- fourth. Tell us which track you mean to you? It is your declara- ter, Col Terry, Col Langston, Col want to specialize in and trust us to tion that you are ready to move up Faust or Col Cecil. Well OK, may- give you the right opportunities at in the Medical Service Corps. It’s be not the next Col Cecil - but you the right time, to prep you for the your commitment to take the jobs are ready to take his position. Bot- top positions in that career track. and educational opportunities the tom line--rotate career tracks in the In other words, “Right person, Corps needs you to take in prepa- first quarter of your career, special- right place, right time.” ration for more rank and responsi- ize in the second quarter, broaden in bility. It’s your bold statement that the third and take over for us in the

Air Force Special Operations Command (AFSOC) Medical Readiness Fellowship Maj Gabe DiNofrio

elcome to Air Force Spe- an introduction to the operational are similar to those of an admin- W cial Operations Command community and defines the role of istrator with responsibilities of (AFSOC) -- where references to AFSOC Medical Service Corps WRM UTCs, budgeting Air "the bearded ones" and "missions planners. The fellow is given Force O&M and SOF Military in faraway lands" have real mean- firsthand experience assisting in Funding Program, and assisting ings and are complex, yet precise, planning Emerald Warrior, a cap- in ensuring clinical currency of instruments of power in the Air stone exercise with U.S. Special Op- SOF medics in a line unit. Force arsenal. Here, the tempo is erations Command and coalition high, the people are highly-skilled, forces to evaluate the integration of With an operational mindset and the equipment is lean and the envi- forces and capabilities. traditional Medical Service Corps ronment is fluid. skills, AFSOC Medical Readi- The AFSOC fellowship provides a ness Fellowship graduates in Although this community consists gradient approach to the special op- their first duty assignment have of several generations of experts in erations planning community and the deployed to Haiti, Qatar, Iraq and special operations forces, it's not tools to leverage conventional expe- Afghanistan at various theater, exclusive. It's an environment rience in areas such as logistics, operational and tactical levels. where a proud heritage meets new medical readiness and resource man- innovations and one generation is agement to deliver medical support If you are interested in learning eager to teach and learn from the in a dynamic environment. The end more about the AFSOC Medical next generation to keep the flag result of the fellowship is to be a full Readiness Fellowship, please moving forward. -up special operations force medical contact Maj Lee Nenortas at planner, who can "speak SOF" in a COMM: 850-884-7868 or Maj The AFSOC fellowship curricu- joint environment for deliberate and Gabe DiNofrio at COMM: 850- lum consists of courses in special contingency planning at the opera- 884-6252. operations, joint planning, medical tional level. planning and irregular warfare along with studies in AFSOC doc- Follow-on assignments from the fel- NOTE: Maj Gabe DiNofrio currently serves as the AFSOC Medi- trine and medical capabilities. lowship normally are to one of the cal Readiness Fellow in Hurlburt five medical operational flights with- Field, Florida. The year-long fellowship provides in a special operations group. Duties

Page 8 MSC Newsletter, Spring 2013 Medical Service Corps AFPC Corner Maj Silvia Robledo HPERB Projected Timelines for Accession Year 2014 Health Professions Education Requirements Board (AY14) (HPERB) message is tentatively scheduled to be re- Accession Guide Release Date: Early Apr 13 leased in early May 2013. If you are applying for an (tentative) AFIT, please ensure that your GRE/GMAT has been Accession Interviews Due: 30 Aug 13 taken within the last five years. Complete Package Due Date: 13 Sep 13 Accession Board: 1-4 Oct 13 The PSDM Call for SQ/CC, SGA and AES/DO candidates will be released shortly and the timelines for AFPC MSC TEAM nomination will be quickly thereafter (April). Ensure You can contact your AFPC MSC Team at DSN 665- your record is current and you are communicating 4094. The team is composed of: your intents with your leadership. Lt Col Kathy Pflanz The MSC Developmental Team will be meeting Maj Silvia Robledo 10-14 June 2013. Capt Stephanie Stemen Ms. Kathy Brister Fall Assignment Cycle Initial VML: 1 Apr 13 TOTAL FORCE SERVICE CENTER (TFSC) Reclama Window: 11 Apr 13 1-800-525-0102 Final VML: 16 Apr 13 Requisitions Due: 22 Apr 13 MyPers AMS Visibility Window: 2 -22 May 13 Your RNLTD can be requested from MyPers. The re- ADPs Due: 22 May 13 quest is routed through your gaining and losing com- AFPC Matches: 23 May - 8 Jul 13 mander(s) for concurrence, then to AFPC for final ap- RNLTD Months: October 2013 - January 2014 proval/change.

The AFPC MSC Team gets a Tour and Mission Brief in the Warehouse at AFMOA/SGALW with Lt Col Ronald Merchant.

(From left to right: Capt Stephanie Stemen, Lt Col Kathy Pflanz and Maj Silvia Robledo. Missing from the photo is Ms. Kathy Brister.)

Page 9 MedicalMSC Newsletter, Service Corps Spring 2013

AF/SG Information Assurance: The Methods Behind the Madness Lt Col Michael Stone and Maj Shaundra Knight, AF/SG IA Division

here are several common business practices are made in order to be successful within the T goals of a MSC assuming a through a very slow-moving ac- DoD.” role within the Information Assur- quisitions process. From the re- ance (IA) Division, “Change the sourcing/acquisition standpoint, it With that said, efficiencies in our IA Process . . . Make It Faster . . . is difficult to identify and secure certification process have been Make It Easier,” to ease the burden funding that will sustain IT identified to ensure the certifica- and allow our MTF’s to quickly through its lifecycle. Procurement tion process is as simple as possi- implement the latest and greatest of IT equipment must be managed ble. The following steps will en- technology. As an Information within the constraints of the tedi- sure technology is properly vetted Assurance Fellow, I started my ous DoD acquisition process. To and flows through our system in journey with these very goals in alleviate roadblocks, personnel at the most efficient manner: mind. I wanted nothing more than local levels should ensure require- to simplify the process for the field ments are vetted through appropri- 1) Ensure all proposed solutions and shorten the timelines for sys- ate functional communities and in- are properly vetted by the appro- tem certification approvals. It turn, routed for corporate approv- priate functional community. wasn’t until I understood the pro- al. Then, and only then, should a 2) Properly route requests through cess that I truly grasped the meth- requirement move forward Portfolio Management and the ods behind the madness. Our goal through the acquisition process. SGROCC to ensure sustainment is is to shed some light on Air Force addressed. IA considerations that must be ap- The AFMS also deals with 3) Assign a dedicated Program plied to every system presented for OPSEC and PHI considerations Manager and Vendor Representa- certification. for every medical system or de- tive to each system to expedite vice on the AF network. The un- document processing. On a weekly basis, we receive fortunate reality is, most compa- 4) Be clear, concise and thorough many questions from the field with nies do not, as a matter of practice, with all required documents and the most prevalent being, “Why incorporate the level of security artifacts. can’t our medics acquire/deploy a that the DoD and the Federal Gov- 5) Be responsive throughout all technology that is commonly uti- ernment require during develop- phases of the process because we lized in the civilian sector or often ment. Reengineering often can’t complete the certification times another DoD Branch.” proves expensive and is met with without your support. If vendors There are two main reasons that resistance from civilian corpora- can mitigate risks in a timely man- the AFMS does not use the same tions. Subsequently, we end up ner, the IA process can be stream- "latest & greatest" software and with products that do not survive lined to a total of two – three hardware as our civilian colleagues the DIACAP or Risk Management months. or our sister Services. They are: Framework Assessment. DIA- 1) resourcing/acquisition practices CAP requirements are met by re- Hopefully this has provided some of the DoD and AF; and 2) Infor- viewing the DoDI 8500.2 and insight into the world of IA. Our mation Assurance requirements DoDI 8510.01, which may be uti- office can be reached anytime for where Operations Security lized by any vendor to ensure they questions at: (OPSEC) and Protected Health In- are postured appropriately. The AFMSA.InformationAssurance@p formation (PHI) are concerned. take-home message to PMO’s and entagon.af.mil. Also, please visit vendors: “Security must be incor- us on the KX at: https:// The AFMS is a dynamic enter- porated at the beginning stages of kx.afms.mil/IA. prise, and decisions determining product development, not the end, what tools are used to support

Page 10 MedicalMSC Newsletter, Service Corps Spring 2013

AFSO21: What’s In Your MSC Portfolio? 1st Lt Brandt Higley

ow has your work - life balance been lately? Do you work 12-14 hour days and leave feeling like H you've crossed nothing off of your “To Do” list? Do you want to make life better for your people? When you are ready to stop fighting fires and methodically problem-solve, continuous process improvement tools can help, and AFSO21 provides a great set of tools to build your MSC Portfolio!

So what exactly is AFSO21? Air Force Smart Operations for the 21st Century or “AFSO21,” incorporates various elements from Lean, Six Sigma, Theory of Constraints, and Business Process Reengineering. It’s streamlining a medical contracting process to save two weeks of lost time for in-processing. It's a Medical Evaluation Board Office reducing their number of late cases by 50 percent. It's an Operating Room maximiz- ing their use of limited resources to reduce patient wait times from upwards of 90 days, down to less than 30 days. Essentially, AFSO21 is a standardized, disciplined approach to eliminate waste and save time for every Airman. In today’s fiscally-constrained environment, we need AFSO21 now more than ever!

Our MSC Strategic Plan tells us that, as MSC officers, we should embrace a “culture of excellence.” One way to do so is to “implement the art of continuous process improvement as a core competency (analytical thinking, AFSO21, LEAN, Six Sigma, etc.) [throughout our careers, in order] to promote agility and precision health care” - MSC Strategic Plan, March 2010. This high standard demands that we “use creativity and re- sourcefulness.” Innovation is one of our guiding principles and continuous process improvement is in our DNA - a “Corps” Competency. AFSO21 provides us with the tools and methodologies to improve every process within our Air Force Medical Service – readiness, clinical, and business. (The Strategic Plan can be found on the Medical Service Corps Knowledge Exchange Page under “MSC Strategic Plan.”)

So how can you embrace our Corps’ legacy and develop your AFSO21 skill set, on a continuous basis, throughout your career? You can start by getting (re)trained. I know what you’re thinking – in a week filled with meetings, an inbox overflowing with emails, and folders stacking up on your desk, you simply don't have time. But all of us have an obligation to make time so we can learn how to improve our organization’s performance. Most Wings offer one-day training courses and may be willing to tailor training to your specific needs. Reach out to your Wing point of contact and generate AFSO21 events where you work.

Most importantly, we’re giving you a head-start with “tools you can use.” Check out the newly developed AFSO21 tab on the Medical Service Corps Knowledge Exchange, for briefings, tools, and templates - all ready for your use!

And please don’t forget to spread the concept of continuous process improvement throughout our 4AX communities and with our partners throughout the MTF and AFMS. Some of the best ideas will come from those on the front lines of delivering mission-ready medics, a medically-ready force, patient-centered care, and community health!

NOTE: 1st Lt Brandt Higley is the AFSO21 Lead for the 87th Air Base Wing’s and is assigned to the 87th Medical Support Squadron, 87th Medical Group, Joint Base McGuire-Dix-Lakehurst, New Jersey.

Page 11 MedicalMSC Newsletter, Service Corps Spring 2013 Serving in Key Roles: From Traditional Rerservist to Individual Mobilization Augmentee (IMA) Col Judith P. Patton

itizen Airmen have more than one way to serve the United States Air Force Reserve (USAFR). C As a member of the USAFR for more than 30 years, I have served as a Traditional Reservist in a variety of leadership roles. Starting my military career in aeromedical evacuation as an operations officer, I had the opportunity to deploy oversees twice after 11 September 2001.

The USAFR develops leaders and provides many leadership roles for Reservists. I served in three command positions, one of which resulted in forming the first Reserve Medical Unit (RMU) to support the Total Force Integration efforts at Nellis Air Force Base, Nevada. Starting a new RMU was successful, in part, because of the joint efforts of the Active Duty and the 99th Medical Group at Nel- lis. I learned firsthand that the Total Force concept really works.

I now serve as an Individual Mobilization Augmentee (IMA). An IMA is an Air Force Ready Reserv- ist assigned to a position within an Active Duty unit or component, working side-by-side with Active Duty members. While I still remain a member of the USAFR, I no longer work as a Traditional Re- servist with monthly drills. IMA assignments offer Citizen Airmen leadership positions in areas that are not typically available to Traditional Reservists and provide Active Duty with qualified profes- sionals needed to meet the Air Force Medical Service mission.

MSC’s who separate from Active Duty may be eligible to go directly into the IMA program as a Re- servist. Becoming a Reservist, allows individuals to continue service with the Air Force as an MSC, but in a part-time capacity. MSC IMA positions (Major, Lieutenant Colonel, and Colonel) are assigned at the level of MAJCOM equivalent and higher.

Working together seamlessly, Citizen Airmen and Active Duty can learn from each other and become better equipped to provide quality patient care and medical services more effectively. Not only is it a win-win for the United States Air Force, it is a smart way to run an enterprise. If you would like more information about the IMA program, please contact me at [email protected] or Colonel Teri Mueller at [email protected]. I look forward to working with all of you in the Corps!

NOTE: Col Patton serves in the United States Air Force Reserve and is an Individual Mobilization Augmentee to the Director of the Medical Service Corps, Office of the Air Force Surgeon General.

Page 12 MSC Newsletter, Spring 2013 Medical Service Corps Deployed as the 57th Presidential Inauguration Medical Planner Maj Andrea Maya hat an honor to be part of the personnel from Walter Reed National W Joint Task Force - National Military Medical Center Capital Region (JTF-NCR) Command (WRNMMC), Fort Belvoir Communi- 2012 Brigadier General Surgeon Team during such an histori- ty Hospital and the 79th Medical Patricia Lewis cal event in our country’s lineage. Wing to support this monumental Na- Commitment to Service JTF-NCR is under the auspices of tional Special Security Event (NSSE). Joint Force Headquarters National JTF CapMed’s support involved one Award Winner: Capital Region (JFHQ-NCR), and Medical Tactical Command Post and Col (sel) was charged with coordinating all eight aid stations which were integrat- Christopher Presidential Inauguration military ed with the Department of Health and ceremonial events, to include medical Human Services and District of Co- Phillips support. As a joint command, JTF- lumbia Fire and Emergency Medical NCR includes members from all Services. They ended up treating 127 branches of the armed forces of the patients, and providing medical sup- United States. port to two ceremonial staging facilities that processed approximately As part of the JTF-NCR Presidential 11,000 Inaugural ceremony partici- Inaugural Staff, I served as the De- pants. In addition, one aid station team partment of Defense (DOD) medical provided support to the Commander’s liaison to the Joint Congressional -in-Chief Ball at the Washington Con- Committee on Inauguration Ceremo- vention Center and one medical team nies (JCCIC) and the Presidential In- supported the National Prayer Service augural Committee (PIC). In this which took place at the National Ca- role, I coordinated and processed re- thedral. quests for military medical support at all inaugural events. I also planned, Finally, I had the opportunity to be synchronized and oversaw the execu- engaged in the planning of conse- tion of DOD medical support to DOD quence management operations by Inaugural participants and DOD bene- posturing local and federal govern- ficiaries, including members of the ment agencies to provide rapid emer- executive government. This integra- gency response in the event of a mass- tion with our interagency partners casualty. These team planning efforts Brig Gen Charles Potter culminated in a full medical unity of fostered a safe environment for the presented Col (sel) Christopher effort. Nation to celebrate the 57th Presiden- Phillips with the 2012 Brigadier tial Inauguration. General Patricia Lewis Commit- As the Inauguration Medical Planner, ment to Service Award at the I was responsible for tasking Joint NOTE: Maj Andrea Maya serves as March 2013 NCR MSC Luncheon, Task Force National Capital region the RMO Flight Commander, 779 held at the Pentagon Dining Room. Medical Command’s (JTF CapMed) MDG, Joint Base Andrews, Maryland. This award is sponsored by the deployment of 300+ medical support Medical Service Corps Association.

Inbound MSC AES/DOs (2013)

Lt Col (sel) Timothy Christison, 43 AES, Pope AFB Lt Col Angela Thompson, 18 AES, Kadena AB

Page 13 MedicalMSC Newsletter, Service Corps Spring 2013

A Patient’s Perspective Maj Emirza Gradiz

It has been a year since my admission to the hospital. When it all started, my feelings were of sheer desperation to get the right care, then I went into panic as I experienced a “continuum of care” which was disconnected. Then, disillusionment hit at the recognition that, in 16-years of service to the AFMS, I’d barely touched the tip of the iceberg of a very complex system. Throughout my personal experience, there were several occasions where I realized how far reaching a healthcare administrator’s decision can be. It is this, specifically, I hope stays with you. In the interest of time, I will share only a few stories of my initial journey—and I do so, with the greatest desire of improving the patient’s experience, to the extent that your influence allows.

was under a PCM’s care for months and my condition was worsening. I called the appointment line and went into the abyss. The I recording said the appointment lines were being centralized to improve service to the patient. I left t-cons that went unanswered. I reached a point where my pain had escalated dramatically, I could hardly walk and I could no longer tolerate solids so I reported into the ER on a Sunday. The ER took some preliminary tests which all came back showing no concern. Due to the intensity of the pain, the ER ordered an ultrasound but the Ultrasound department was “too busy” to see me. The reason was because their department had recently changed the business rules and now scheduled patients on the weekends to take care of their patient backlog – improving patient care. Given my clear anxiety and yes—I was emotional, the ultrasound tech accepted to see me. I was wheeled into her waiting area and to my surprise there was a room full of patients, most complaining. The tech was the phone person, the check-in person, the ultrasound tech, and the only one there besides the doctor. While she cared for me, the doctor called her via speaker phone frustrated that she had taken an ER patient. The doctor (clearly not aware I was listening) said, “Remember, the ER patients don’t place com- plaints like the others do.” I was released with pain meds and a “Stat” referral. I was told that a “Stat” meant I would get a quick appointment with a GI specialist.

I called the appointment line number I was given. “Stat appointments are supposed to be scheduled between providers,” I was told. Since it was coded “Stat” in the system, it caused a freeze and the clerk could not schedule an appointment. I was asked to contact the ER provider. The ER provider was not working the next two days and sadly no one else could help. My pain was so incredibly sharp I couldn’t stand upright anymore. In tears, I called a MSC friend who put me in touch with a Chief Nurse. The Chief Nurse listened and immediately called the hospital (not sure what she said—but she obviously made her point). She called me back with instructions. Thereafter, I called GI and the clerk told me the system did not allow her to book my type of appointment, but full of pride, she told me she had learned of a way to circumvent the system, and thus was able to help me.

When I arrived at GI, the Nurse Practitioner (NP) took one look at me and said, “I know your tests all came back fine, but you don’t pass the eye test.” His words were the most incredible form of relief. He ordered more tests, made phone calls, and reassured me I would be taken care of. I later found out, several of his attempts to contact the surgeons went unanswered because the business rules didn’t allow the nurses to contact the surgeons unless it was an emergency. (Remember, my ER tests were all fine.) The NP called a retired Air Force Colonel who also happened to be a GI provider, and it was this GI provider who made the phone calls to get the surgeons’ attention.

Throughout that morning, I was on a patient bed, wheeled from one department to the other. At some point, a nurse found me in one of the waiting areas and said she needed her bed back. When told that I was in a lot of pain and it took a great amount of effort on my part to move, she said, “Sorry, but I have to maintain control over my beds or they get misplaced and we don’t get them back.” I was too tired to argue, so with a lot of difficulty, I moved into the wheelchair she gave me as an option. In little time, I was admitted. The surgeons’ assessment was that I was probably hours from an escalated condition which would have put me in an Intensive Care Unit (ICU). Nonetheless, I was now in the right hands and it was smooth sailing from there—or so I thought.

Little did I know my journey had just begun. What could have been a next day procedure turned into 2 1/2 weeks of inpatient care in 2 hospitals, with 4 procedures, 2 ambulance rides, 5 weeks of having a drainage catheter, and 3 months of convalescent leave. Not to mention the incredible, incredible physical pain and emotional drain. Through it all, I lived enough—both good and bad— to write a book. However, the most important lesson was to recognize the hardship placed on the patient because of business rules, front desk policies, upgrade in appointment lines and things of that nature, which I am sure began as inherently good ideas, but ultimately caused communication gaps and shortfalls elsewhere when not thoroughly thought out, planned or communicated. It was then, that I really understood the importance of what we do and the incredible impact we have. I am thankful for the patient’s perspective.

Final comment: I am thankful to those who took this journey with me and to whom I couldn’t be more grateful: my dearest colleague and true Wingman, Maj (ret) Carla Cleveland; my dearest nurse friend, Col (sel) Rebecca Lehr; and my hero of a husband Carlos Gradiz. These individuals truly saw me at my worst and held my hand the whole way through (literally)! I am most certain that without their care, attention, and advocacy, I would not be writing this article today.

Page 14 MSC Newsletter, Spring 2013 MedicalMSC Newsletter, Service Corps Fall 2010

SeniorFrom the Corps Director MSC Col Denise Spotlight K. Lew – Col James Clapsaddle Maj Joi Dozier

olonel cate with my fellow MSCs; thus, I I left the office sick to my stom- C James R. appreciate this opportunity. There ach. I was hurt and numb. My Clapsaddle en- may be some natural-born leaders, civilian supervisor at the time tered active duty but I do not think I am one of pulled me aside and shared some in 1990 and will them. I have had to work at it. wisdom I will always appreciate. retire in June, Nonetheless, I would like to share He said the “butt-chewing” I en- 2013, upon his three lessons that I try to pass on to dured was a great and valuable ex- redeployment others whenever I have the oppor- perience and that I will be a better from command- tunity. They are: 1. Maintain dig- leader because of it. “Never forget Colonel James ing the 379th nity; yours and theirs. 2. Let your how embarrassed and humiliated Clapsaddle is the commander of the 379th Medical Group people see you often. 3. My job is you are right now,” he said. "A Expeditionary Medi- at Al Udeid Air to serve others. I explain each be- good leader would never cause cal Group, 379th Air Base, Southwest low. others to feel this way. You must Expeditionary Wing, Southwest Asia. Asia. Col never cause your people to feel Clapsaddle’s 1. Maintain Dignity; Yours and this way. It is one thing for a lead- resume is unique in that he has Theirs. er to have dignity, but permitting held a variety of positions that are those around you to maintain their most decidedly not part of the tra- As a leader, you cannot maintain dignity is another, and it is the su- ditional MSC career path. For in- your own dignity if your actions perior of the two." stance, he found himself casting strip others of theirs. I learned this actors and singers for a NATO- lesson the hard way. When I was a You can’t be an uplifting leader if sponsored musical about the Berlin Captain, I messed up on a produc- you beat people down. There will Airlift, he advised politicians as a tivity report. My mistake was, ad- never be a situation in which you Defense Fellow on the staff of a mittedly, idiotic. I think my report gain dignity by stripping someone US Senator, served on the Secre- showed our providers were seeing of theirs. You must seek to disci- tary of the Air Force’s Congres- an average of 140 people a day pline, instruct and motivate your sional Legislative Liaison Team, (individually, not as a clinic). The people while leaving their dignity and was the Deputy Team Chief of report reached the Wing Com- intact; in so doing, you preserve the Secretary of Defense’s legal mander, who mentioned it to the your own. team orchestrating the repeal of Group Commander, who men- “Don’t Ask, Don’t Tell.” tioned it to my Squadron Com- 2. Being Seen is Important, But mander. The Squadron Command- Being Seen Positively is More I interviewed Col Clapsaddle hop- er was embarrassed by my mistake Important. ing to glean some leadership les- and was furious at me. He stood sons from his experiences. He was me before his desk while he It is not enough that your Airmen refreshingly candid in his respons- growled and barked about my in- know you; they need to know you es. eptness. He questioned my intelli- as a good and positive person. Let gence, officership, and even my me share two real-life incidents Introduction loyalty. The session ended with that exemplify this advice. Maj Dozier called to ask if I would him throwing my wadded up re- share some of the leadership les- port at me. sons I’ve learned in my 20-plus (The “Senior MSC Spotlight - Col years as an MSC. I retire soon, so James Clapsaddle” article is con- this is my last chance to communi- tinued on the next page.)

Page 15 MSC Newsletter, Spring 2013 MedicalMSC Newsletter, Service Corps Fall 2010

SeniorFrom the Corps Director MSC Col Denise Spotlight K. Lew – Col James Clapsaddle (continued) Maj Joi Dozier

My cat Bonkers was sick for 18 of associate his or her presence with 3. My Job Is To Serve Others. its 19 years. Sick cats need pills. pleasure, positive feelings, and I am an administrator. I tend to It is difficult to shove a pill down a trust. You run to them.” view the medical field through dif- cat's throat; they fight back. ferent lenses as would a physician, Thank goodness for the invention My brother, Dave, would have nurse, technician, or pharmacist. I of the Cat Pill Gun (Amazon.com, agreed with that Airman’s advice. view the medical field through the $7). The pill gun is a slender tube Dave was a civilian hospital ad- eyes of a bureaucrat. That’s good. you jam into your cat's mouth, ministrator who had a knack for I’m proud of it. We need good bu- press a button and it shoots the pill making people flock to him. He reaucrats who know how to work to the back of the cat's throat had a variety of tactics that elicited the system to support those medics where it is swallowed. positive reactions from his staff. who are providing care. For example, Dave arrived at work Bonkers was sick, but not stupid; every morning carrying a bag of But sometimes, we MSCs fall into the moment she saw me grab the small Tootsie Rolls. As he walked the trap of determining a person’s pill gun she disappeared under the down the hallway on the way to value to the Air Force from our bed. Thus, the need for a Cat his office, he would throw every- vantage point as an office- Snare (Amazon.com, $57). one a Tootsie Roll. Without dwelling, paper-pushing, number- breaking stride, he would deliver crunching bureaucrat. That’s bad. One of my Airmen told me that the candy with hook shots, behind- In other words, we might form her cat has no fear of the pill gun; the-back tosses, underhand lobs, mistaken judgments about our pro- it actually likes the gun and comes etc. He did so with such accuracy vider staff based upon their ability running whenever he sees it. The that his staff would simply sit at to craft timely reports, evaluations, Airman routinely feeds her cat tu- their desk, raise a hand, and the minutes, and budgets. But, this is na treats, catnip, and peanut butter Tootsie Roll would hit its mark. lunacy. Such things are our job, with the gun. She also left the gun Dave’s morning arrival created a not theirs. Admittedly, every Air- next to the food bowl so it was al- sense of excitement and fun; staff man has to learn admin skills to do ways visible. Her cat associated ensured they were at their desks their job (it is the same in the civil- the pill gun with positive things. every morning in time to catch ian sector), but we can all agree He ran to it. My cat associated the their Tootsie Roll. Some would that the more time providers spend pill gun with bad things. He ran keep a score board of how many on paperwork, the less time they away from it. catches in a row they made. One have to care for our people. To had a small plastic baseball bat he keep myself from falling into the Then, my Airman gave me some used to swat the pitched, flying trap of judging providers by their mentoring. She said, “Bosses are candies. Anther would hold up a admin skills, I occasionally watch to Airmen like pill guns are to cats. bulls-eye target. The point is them “do their thing” by observing If the only time a boss approaches Dave’s presence brought joy. My surgeries, sitting in our lobby for you is to deliver something un- brother’s Executive Staff actually an hour to watch how our staff pleasant like criticism or a tasking, looked forward to seeing their boss process patients, spending time on you get anxious when they appear arrive at work each morning. the ward with patients and nurses, at your doorstep. You run away. Who among us has achieved that?! or by observing activity in the However, if the boss drops by rou- Emergency Room. tinely to deliver good news, crack Be out and about. Be seen. And (The “Senior MSC Spotlight - Col a joke, smile, join a potluck or just be joyful. James Clapsaddle” article is con- to enjoy a conversation, then you tinued on the next page.)

Page 16 MSC Newsletter, Spring 2013 MedicalMSC Newsletter, Service Corps Fall 2010

SeniorFrom the Corps Director MSC Col Denise Spotlight K. Lew – Col James Clapsaddle (continued) Maj Joi Dozier

I was doing just that the other day the time they need to protect and do their job. I don’t want them to (observing an ER event) when I save lives. The “time” portion of have to do mine. witnessed a painful scene. A man this is critical. It’s painful for me died. He was a Third Country Na- to watch a physician spend an Final Note: Military people - es- tional who collapsed on the job. evening typing up minutes or per- pecially medics - are held in great His fellow countrymen did not formance evaluation. Chaining a esteem in our country. If you are render aid; they are not trained to doctor to a computer is like har- in uniform, complete strangers will do so. He lay unattended to for nessing a race horse to plow- they walk up to you, shake your hand, 10-15 minutes before our medics can do it, but it’s not what they are and thank you for what you do. arrived. I watched for another 40 bred for. We serve the provider The truth is, they don’t really minutes while these medics tried staff best by relieving them of ad- know what you do, they just know to bring him back. The medics ministrative burdens that distract you serve the country. They are were amazing. They were heroic. from patient care. Every Airman, grateful for our sacrifice. But I But they were not successful. including medical staff, must be don’t feel as though I’ve sacrificed proficient at admin tasks; we’ll anything to be in the Air Force. When the doctor called the Time never fully relieve them of such The Air Force and my Medical of Death, all movement stopped. duties, nor should we. Without Service Corps has provided me Everything was suddenly quiet. mastering such activities, our fel- more than I have given it. I will The medics looked silently at the low Airmen would not be able to always be in its debt. patient. They felt grief. I looked advance in rank or learn, become at my medics. I felt grief with the SGN, SGH, or be a command- My time in the Air Force has usu- them, but I also felt something else er. But we should seek to relieve ally been fun; it has always been - an intense and renewed sense of them from as much as possible. meaningful. It has not been easy, purpose. My purpose is to do eve- but it has been worth it. I’m proud rything in my power to get these Bureaucracy is my job. Their job of this Air Force. I’m proud to people the training, the tools, and is to protect and save lives. I can’t have served it as an MSC.

Inbound SGAs (2013)

Lt Col William Breedlove, 28 MDG, Ellsworth AFB Lt CoL Michael Dinkins, 559 MDG, Joint-Base San Antonio-Lackland Maj Jennifer Garrison, 20 MDG, Shaw AFB Lt Col (sel) Dolphis Hall, 6 MDG, MacDill AFB Maj Andrew Herman, 87 MDG, Joint Base McQuire-Dix-Lakehurst Maj Charles Moniz, 47 MDG, Laughlin AFB Maj John McFarlane, 61 MDSS, Los Angeles AFB Lt Col Russell Nail, 421 ABS, RAF Menwith Hill Maj Laura Patz, 43 MDSS, Pope AFB Lt Col (sel) Mark Reynolds, 21 MDG, Peterson AFB Maj James Robertson, 422 ABG, RAF Croughton Lt Col Amy Russo, 86 MDSS, Landstuhl AB

Page 17 MedicalMSC Newsletter, Service Corps Spring 2013

Quest for Quality Quiz Brig Gen Charles E. Potter/Medical Service Corps Office

rig Gen Potter created a “Quest for Quality” Quiz for the 347th Medical Group (Moody AFB) back B when he was a Major, and when the 347th was still a hospital. This quiz is focused on providing quality customer service in the MTF and has been revised based on some feedback from the field. Though in- formal, the quiz is intended to promote lively discussion and get the 41AX and 4AX communities thinking about the importance of always delivering high quality customer service to our patients/customers. Enjoy!

THE QUEST FOR QUALITY QUIZ (Prescriptions for Achieving ______Medical Group/Wing Excellence) (Insert Number of MDG/MDW)

INTRODUCTION Discuss these situations during your flight/sectional training sessions. These make for good discussions. For the purpose of this quiz, the words “patient” and “customer” are used interchangeably. (I do not expect answers back.) Scoring with points is available at the end of the quiz. Finish the quiz first and then score!

How would you respond in the following hypothetical situations? Choose only one letter/answer per question.

1. In the eyes of many patients, the _____Medical Group/Wing provides highly valued service. This sentiment is often expressed immediately after service. However, while shopping at the BX, you overhear them make complimentary comments about the quality of the Medical Group/Wing. What would you do? a) Politely introduce yourself and thank them for their comments b) Mind your own business c) Be especially courteous to them in the future d) Arrange for a special gift as a token of your appreciation for them

2. At the end of a long day, a patient approaches you and complains that he/she has been kept waiting without apparent reason. In an angry voice, he/she demands an explanation. What would you do? a) Drop everything else and spend as much time as necessary to appease the patient b) Politely request more information until he/she has calmed down c) Apologize for the delay and immediately work to solve the problem d) Respond indifferently to the patient and offer an excuse

3. During the business day, a patient asks to speak with you and then requests a special service you do not normally provide. What would you do? a) Give the patient what he/she wants as long as, in your judgment, it would not be expensive or excessive b) Agree to the request because you always give the customer what they want c) Consider whether a precedent exists for such a request and agree to it only after one exists (or if MTF policy allows it) d) Deny the request, no matter how small

Page 18 MedicalMSC Newsletter, Service Corps Spring 2013

Quest for Quality Quiz (continued) Brig Gen Charles E. Potter/Medical Service Corps Office

4. After receiving service from you, a patient makes a face that indicates she is irritated or annoyed. What will you do? a) Ask politely if anything is wrong b) Presume something is wrong with the service and ask the patient how you can correct the problem c) Pretend not to notice or wait for the patient to say something d) Ask the patient if you can be of help and, if possible, offer her something extra to make amends

5. A patient asks you for personal information about another employee (i.e. – birthdate, address, cell phone number, etc.). When you resist, the patient reminds you that he/she has been an advocate of military medicine for many years. What do you do? a) Tell the customer to get lost b) Explain to him/her it’s against MTF policy to release that kind of information c) Give the information freely d) Weigh the sensitivity of the information sought, the reason for wanting the information, the appropriateness of the disclosure, and then base your response on your assessment

6. While leaving the clinic one day, you accidentally bump into a patient. The patient, having been almost knocked down, is speechless. What do you do? a) Quickly say, “Sorry,” and walk away. b) Apologize and help the patient regain his/her composure c) Express regret and show genuine concern for the patient’s well-being d) Express regret and offer a special service as a way to apologize

7. Your Squadron Commander tells you a very special group of VIPs will be seeking your MTF’s service during the next month and you should take extra care to satisfy all your customers during this period of time. You interpret this to mean: a) You should conceive of ways to pleasantly surprise most of your customers b) You should be especially friendly and courteous c) You should stage an elaborate show of attention and provide additional benefits for all customers during this time d) You shouldn’t make mistakes

8. After being treated at your MTF, a customer calls to ask for more information. The customer, a history buff, begins his/her inquiry by asking you to explain the recent history of your MTF. You: a) Place the customer on hold and ask the Flight Commander to tell you what to say b) Tell him you don’t know the MTF’s recent history c) Explain what you know and, if necessary, offer to find out more information and promise to call the customer back d) Ask a senior employee to chat with the customer about the history of the MTF

Page 19 MedicalMSC Newsletter, Service Corps Spring 2013

Quest for Quality Quiz (continued) Brig Gen Charles E. Potter/Medical Service Corps Office

9. An expert in customer service visits your MTF several times one month to give your Squadron Commander/Exec Staff an honest appraisal of service personnel throughout the MTF. She is most likely to describe you and your fellow employees as: a) Flexible and professional b) Impersonal and unknowledgeable c) Courteous and interested d) Very generous and eager to please

10. After receiving service from your MTF, a patient returns and says, “I am totally dissatisfied with the service I re- ceived.” What would you do? a) Politely ask for more information and then follow MTF policy b) Explain the MTF wishes to correct any mistakes it may have made and then work with the patient to resolve the problem c) Immediately ask to provide an additional appointment to the patient to make friends d) Regard the patient suspiciously and direct him/her to the Patient Advocate

11. Which metaphor best describes the way you view the _____ Medical Group’s/Wing’s patients? They are: a) Acquaintances b) Relatives c) Strangers d) Friends

12. Which term best describes how you treat the _____Medical Group’s/Wing’s patients? You treat them as: a) An interruption b) A necessity c) Special people d) Royalty

Page 20 MedicalMSC Newsletter, Service Corps Spring 2013

Quest for Quality Quiz (continued) Brig Gen Charles E. Potter/Medical Service Corps Office

SCORING To score your quiz, enter the number that corresponds with the letter you selected for each question. Add these numbers to get your total, then refer to the chart below. This chart indicates the ______Medical Group’s/Wing’s Zone of Service Quality (assuming your fellow medics or supervisors would answer similarly).

______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______a=3 b=1 c=2 d=4 ______

______Your Total Score

Your Numeric Score Your Customer Service Zone of Quality

12-18 Rigid 18-30 Safe 30-42 Progressive 42-48 Indulgent

DISCUSSION Your answers may put you within more than one zone of service. This isn’t unusual and simply indicates you and/or your section need(s) a clearer vision of quality service. This, undoubtedly, makes your service inconsistent. Organizations that show inconsisten- cies are often in transition, and (hopefully) in the process of improving. Regardless of the reason, inconsistency is confusing and disconcerting to patients. Hope this quiz made you think more about the importance of providing excellent customer service!

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Congratulations to Our New MSC Colonel (Selects)!

Col (sel) Danny L. Blake Col (sel) Duane M. Bragg Col (sel) John R. Brooks Col (sel) Kevin M. Franke Col (sel) Sean A. Holloway Col (sel) Ronald L. Johnson Col (sel) Daniel E. Lee Col (sel) Michael D. Lovering Col (sel) Christopher Phillips Col (sel) Steven P. Van De Walle

Col (sel) Andrea C. Vinyard

“March Madness Mustaches” at AFPC

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Inbound MSC Group Commanders (2013) Col Andrew Cole, 87 MDG, Joint Base McGuire-Dix-Lakehurst Col (sel) Gregory DeWolf, 379 EMDG, Al Udeid AB, Qatar Col Rachel LeFebvre, 377 MDG, Kirtland AFB Col Michael Patronis, 47 MDG, Laughlin AFB Col (sel) Curt Prichard, 20 MDG, Shaw AFB Col Frederick Weaver, 325 MDG, Tyndall AFB

Inbound MSC Squadron Commanders (2013) Lt Col Wade Adair, 52 MDSS, Spangdahlem AB Lt Col Arlene Adams, 319 MDSS, Grand Forks AFB Lt Col Tracy Allen, 355 MDSS, Davis-Monthan AFB Lt Col Michael Barry, 412 MDSS, Edwards AFB Lt Col Jacqueline Bowers, 8 MDSS, Kunsan AB Lt Col Richard Broyer, 92 MDSS, Fairchild AFB Lt Col Robert Corby, 366 MDSS, Mountain Home AFB Lt Col Brenda Corrunker, 22 MDSS, McConnell AFB Lt Col Lee Erickson, 71 MDSS, Vance AFB Lt Col Christopher Estridge, Yokota AB Lt Col William Fecke, 59 MDSS, Joint Base San Antonio-Lackland Lt Col Tommy Franklin, 45 MDSS, Patrick AFB Lt Col Kara Gormont, 633 MDSS, Joint Base Langley-Eustis Lt Col Pagerine Jackson, 7 MDSS, Dyess AFB Lt Col Matthew Krauchunas, 628 MDSS, Joint Base Charleston Lt Col Edward Lagrou, 96 MDSS, Eglin AFB Lt Col Kathleen Mackey, 49 MDSS, Holloman AFB Lt Col Patrick Martinez, 30 MDSS, Vandenburg AFB Lt Col Ronald Merchant, 81 MDSS, Keesler AFB Lt Col Todd Osgood, 2 MDSS, Barksdale AFB Lt Col Robert Peltzer, 35 MDSS, Misawa AB Lt Col Kenneth Perry, 509 MDSS, Whiteman AFB Lt Col Jennifer Riggins, 97 MDSS, Altus AFB Lt Col Alisha Smith, 377 MDSS, Kirtland AFB Lt Col Richard Smith, 65 MDSS, Lajes AB Lt Col Janet Urbanski, 78 MDSS, Robins AFB Lt Col Jay Veeder, 18 MDSS, Kadena AB Lt Col Victor Weeden, 23 MDSS, Moody AFB

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Capt Wayne Barnum, AFIT MHA Civilian Institution Maj Alejandro Breceda, AF/A5R Acquisitions (Rqmts) FS Maj Merritt Brockman, HQ AMC Readiness Planning/Ops FS Maj Mark Chojnacki, EWI, Medical Logistics—Health and Human Services Capt Marsha Doldron-Bryan, PACAF/SGX & 13 AF/SG Med Red FS Capt Dossy Felts, MHA/MBA Army Baylor Program Lt Col Michael Foutch, RAND (SDE) Lt Col Mary Garbowski, EWI, Medical Logistics—LMI Maj Stella Garcia, ACSC (IDE) Capt Ryan Gassman, AF Special Operations Readiness FS Maj Glen Gilson, AFIT Doctorate Program Maj Christopher Gonzales, HQ AMC/MEFPAK FS Maj Emirza Gradiz, ACSC (IDE) Maj David Huinker, IM/IT EWI—MEDSTAR Capt Kerry Hutchings, AFMSA/SG3SA HPM FS Maj Jamie Kaauamo, Spec Ops Planner PACOM FS Maj Nathan Kellett, EWI, Def Spt Civ Auth—HHS 1st Lt Nathaniel Krouse, IM/IT Masters Information Systems Maj Jennifer LaVergne, AFMOA HPM FS

Lt Col Zoya Lee-Zerkel, Cost Assess & Prog Eval (CAPE) FS Capt Tara Lovell, HQ USAF Med/LAF Plng/Prg FS Capt Megan Malcom, IM/IT Masters Information Systems Lt Col William Malloy, AWC (SDE) Maj Renee McClennon, EWI, Medical Logistics—FEDEX Capt Ryan McCrae, HQ ACC Readiness Planning (S) FS Capt Jared Oldham, EWI, GPM Johns Hopkins 1st Lt Fredric Orcutt, MHA/MBA Army-Baylor Program Maj Robert Orlando, ACC/MEFPAK IM/IT FS Capt Phillip Pope, Force Management/Staffing FS Maj Javier Rodriguez, HQ ACC NAF Med Planner (N) FS 1st Lt Sean Rotbart, MHA/MBA Army-Baylor Program 1st Lt Zachary Rumery, MHA-USUHS Maj Robert Russin, SAF/FMB Financial Management FS Maj Jeffrey Schuler, Joint Surgeon (J-4), Readiness Plans FS 1st Lt Samuel Sells, MHA-USUHS Capt Randall Shiflett, EWI, IM/IT—IBM Maj Heidi Simpson, IM/IT—USAMITC FS Capt Blake Smith, AFIT MS Logistics/Supply Chain Mgt Lt Col Vito Smyth, AWC (SDE) Capt Christy Snow, MSC Utilization& Education FS Maj Raynold Vincent, ACSC Maj Daniel Zablotsky, EWI, GPM-Lehigh Valley Health Net

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Congratulations to the 2012 Young Health Care Administrator of the Year!

Capt Joshua Peter

2012 Young Health Care Administrator (MAJCOM Winners)

ACC – Capt Stephanie Ceron AETC – Capt Joshua Peter

AFDW – Capt Tyler Grunewald AFGSC – Capt Wendy Benavides AFMC – 1st Lt Mandy Bradesca AFRC – Capt George Mokriakow AFSOC – Capt Greg Kirkwood AFSPC – Capt Jeremiah Jacobs AMC – 1st Lt Brooks Crane ANG – Capt E. Denise Osborne At-Large – Capt Rory Peterson PACAF – Maj Jocelyn Whalen USAFA – Capt Joshua Miller USAFE – 1st Lt Nathaniel Krouse

Page 25 13th Medical Service Corps Chief Visits the 96 MDG 96th Medical Group, Eglin AFB, Florida, 21 February 2013

Brig Gen (ret) Peter Bellisario, 13th Medical Service Corps Chief, was hosted by a group of current and former MSCs at the 96 MDG. Brig Gen (ret) Bellisario shared insights from his highly successful career and offered his perspective on strategies for challenges faced by today’s Air Force Healthcare Administrators.

Pictured from left to right are: Col (ret) Robb Rennie, Capt Joe Sanchez, Lt Col (sel) Don Kotulan, Col (sel) Curt Prichard, Maj Sean Marshall, Brig Gen (ret) Bellisario, Capt Chris Hollis, Lt Col Keith Higley, Lt Col (ret) Randy Howell, 2d Lt Scott Suter, Capt Tommy Shadd, Capt Wendy Franke, and Lt Col (sel) Tracie Swingle.

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19th Medical Service Corps Chief

Visit to the 60 MDG, Travis AFB

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19th Medical Service Corps Chief

Visit to the 60 MDG, Travis AFB

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19th Medical Service Corps Chief

Visit to the 60 MDG, Travis AFB

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19th Medical Service Corps Chief

JB Andrews MSC Mentoring Luncheon JB Andrews MSC Mentoring Luncheon

February 2013 February 2013

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National Capital Region (NCR) 19th Medical Service Corps Chief MSC Luncheon JB Andrews MSC Mentoring LuncheonNational Capital Region (NCR) MSC Luncheon

March 2013

February 2013

March 2013

Page 31 Wondering what to buy for the next promotion or farewell gift? Look no more! Promote our MSC proud heritage https://kx.afms.mil/msc (look for the ‘msc merchandise order’ link under the navigation column)

“Legacy Coin”…$8 “A Decade of Traditions” “Airmen's Creed Coin”…$8 2001 MSC/4A0/4A1/4A2 Coin…$8 Now $5 (Limited Availability)

On sale Land’s End Polo Shirts…$30 Now only $25 Men’s Dark Blue: XXL Lady’s Light Blue: S, M, L Page 32