1. Home
  2. About Us
  3. Engage with Us
  4. BPHC Customer Service Standards

BPHC Customer Service Standards

These standards outline BPHC’s commitment to our customers. Our goal is to apply them to your entire experience and each unique interaction with us. Our intent is to strengthen trust and deepen our relationship with you to provide the best support to you and the patients and communities you serve.

Our strategic partners include other HRSA bureaus and offices, National Training and Technical Assistance Partners (NTTAPs), Primary Care Associations (PCAs), Health Center Controlled Networks (HCCNs), and other governmental entities external to HRSA/HHS.

We understand that these groups are not completely separate; our customers can also be our partners or vice versa.

Customer Focus

  • Our customers are at the center of each interaction with us.
  • We are your Navigators – we will assist and guide you to the person who can most effectively address your need.
  • We want to ensure you receive a comprehensive response. With this in mind, we take time to carefully understand who you are and what you need. 
  • We recognize our customers’ diversity and unique preferences, and value the different ways you may choose to engage with us.
  • We offer self-service tools that provide resources at your fingertips in addition to direct and dedicated assistance.


  • We will acknowledge your inquiry within one business day.
  • We will resolve general or routine inquiries within two business days.
  • Complex inquiries may take longer to address. We will provide you with updates as we make progress. 
  • We understand the importance of responding and supporting your needs as quickly as possible. 


  • Information we share will be clear, concise, and accessible.
  • We will provide updates so you know what to expect from us. This includes changes to previous information or unanticipated delays. 
  • We work together across our bureau to constantly improve our processes. 
  • We value your feedback. We will share our progress on our efforts to improve your experience. Whenever possible, we will share changes with you before they happen.


  • We aim to deliver high-quality products and services that address your needs and exceed your expectations.
  • We will provide a consistent experience no matter who you contact or how you choose to connect with us.
  • We work to deliver accurate information based on the information you provide us.

Date Last Reviewed: