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Patient Satisfaction and Access

There are many factors the MHS tracks related to Patient Satisfaction and Access. For your convenience we have categorized these in the below sections:

Primary Care Manager Continuity

When your provider team is familiar with your medical history, it is good for you, especially if you have more complex medical issues. Our Patient Centered Medical Homes (PCMHs) help you see the same provider team.  Your PCMH team will work to keep you healthy by suggesting preventive services that may prevent more complex problems later. We track this measure to find out how often you are seen by the same medical team. Last Updated May 9, 2017

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What do we measure?

We use our electronic health record to monitor which provider you see. We understand that there may be times when you want to be seen quickly – and don’t need to see your primary care manager.  But we want to ensure you are seen by your primary medical team when you want. Ask for your provider by name. If we can’t get you an appointment with your provider, we will try to get you seen by a provider on the same team.  They know your medical needs and history.  And, if you aren’t concerned about continuity of provider in some circumstances, let us know that, too.

How do I read the results?

Click the button to open the file. Look for your military hospital or clinic in the facility name column. On the right, we are comparing the percent of of appointments where the patient saw their own provider. Our goal is to reach 65%. You can compare April 2016 and May 2016 side-by-side for your facility.

Access to Acute and Primary Care Appointments

Seeing your provider in a timely manner is important to you – and to us. Our goal is to ensure you receive the right level of care, at the right time, by the right provider. This measure is used across the health care industry and lets us know if we are meeting our access to care standardsThe MHS access to care standard for patients to receive an appointment for acute care is within 24 hours (1 day) and an appointment for routine care is within 7 days.  If the military hospital or clinic cannot meet these standards with a patient's primary care manager, the facility will schedule an appointment with another provider.access to care standards. If the military hospital or clinic can't get you an appointment with your Primary Care Manager within the standards, they will get you an appointment with another provider. We monitor this metric on a monthly basis and make more appointments available when the measure shows we need to. Last Updated May 9 2017

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What do we measure?

This measure looks at the average number of days it takes to be seen for an acute medical condition. 

How do I read the report?

When you open the file, you will see a list of military hospitals and clinics in column A, ordered by Service.  The next two columns show a comparison of April 2016 and May 2016 for the the average number of days it takes to be seen for an acute medical condition. Our goal is less than one day (24 hours).

Service Survey—Satisfaction with Seeing a Provider When Needed

Seeing your provider when you need to is important to you – and to us. We want to ensure that you get the care you need when you need it.  This measure lets us know if you think we responded appropriately to your appointment request. Last Updated May 9, 2017

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What do we Measure?

We send out surveys to a sample of our patients after their health care appointments. We measure your satisfaction and study trends by each hospital or clinic, by markets, by regions, by Service, and for the entire system.  This helps us see where and how we can do better. Please complete and return any surveys you receive to us. We want to know what you think and how we can improve.  Take advantage of all of the opportunities to get care you need: the 24/7 Nurse Advice Line, secure email with your provider, or same-day appointments. We aim to ensure you get the care you need when you need it.

How do I read the results?

Click the link to open the file. The first page gives information about the survey tool and definitions for the measure. On the second page, begin looking for your military hospital or clinic in the facility name column. The next column lists the percentage of patients who said they could get an appointment with their doctor in a timely manner. We have grouped facilities by Service because the surveys are different for each Service. Since the surveys are different, it's not possible to compare military hospitals and clinics against other facilities in different Services. Later in 2016, the Services and the Defense Health Agency will be moving to a Joint Outpatient Experience Survey that will allow comparisons of facilities across Services.

Do patients recommend their hospital?

We value your opinion on your hospital stay.  We want to see how we’re doing over time, and how we compare to civilian hospitals. Last Updated May 9, 2017.

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What do we measure?

We send out the same survey to all of our patients, whether you receive care from a military provider or a civilian provider in the network.  This measure shows the results to the question: Would you recommend this hospital to others? Please complete and return any surveys you receive to us.  We want to know what you think and how we can improve.  

How do I read the results?

Click the link below to open the file. The first page gives information about the survey tool and definitions for the measure. On the second page of the file, begin looking for your military hospital in the facility name column. The next column shows the percentage of patients who said they would recommend the hospital to others. The national civilian benchmark average is 71%.

Health Care Survey of DoD Beneficiaries

The Health Care Survey of Department of Defense Beneficiaries (HCSDB) is the principal tool we use to monitor your opinions and experiences. This survey provides performance feedback we can use to improve your satisfaction.

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What do we measure?

We survey all DoD beneficiaries regardless of whether you use our military hospitals and clinics or civilian providers. We rate your satisfaction with the health plan and the services we provide. These services include easy access to health care and preventive care services. We also ask how satisfied you are with your provider, overall health care, and your provider team’s communication and customer service efforts.

How do I read the results?

Follow the link to the survey results tool on the website. You can download reports or do custom queries to see how TRICARE patients rated their healthcare.

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