Disclaimer:

• One measure is not an indication of a facility's quality. Sometimes a smaller population can make a measure move pretty drastically from quarter to quarter, so don't be alarmed if you see a dip or a spike.
• If there is no data included with the description of the measures below, it may be because your facility doesn't offer that particular service or treatment.
• Some data is reported every month or quarter and some is reported once a year. Occasionally, a measure is no longer used. But we continue to provide the data from past years as a reference.
• The dates we report data may vary by measure. Measuring quality, safety, access and patient experience requires time to ensure data is valid and accurate.
• We report the same Healthcare Effectiveness Data and Information Set (HEDIS) used by many civilian health care practices to monitor quality of care provided in the MHS. Before posting HEDIS data, a National Committee for Quality Assurance (NCQA) certified auditor reviews and approves the measure process and data.
• We report some of the measures in Calendar Year (CY) and some measures in Fiscal Year (FY). Calendar years begin on January 1st. Fiscal years begin on October 1st.
• If you have questions, please contact the Patient Administration office at your military medical treatment facility or a beneficiary counseling and assistance coordinator

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Patient Safety

There are many factors the Military Health System tracks related to Patient Safety. Additional measures will be added here as they are made available.

• Sentinel Events

  We encourage our medical staffs to report all types of patient safety events – injuries, illnesses, and especially deaths. Sentinel Events are those that result in harm or death to a patient. They require immediate reporting, response, and investigation. This measure is a facility specific one that shows you what sentinel events occurred in individual hospitals or clinics. Your military hospital or clinic may not be on this list. Some don’t provide services that can result in a Sentinel Event. Others may not have enough data to report in a way that protects patient privacy. Data are updated in April of each year and cover the previous calendar year.

  Table: Sentinel Events

  Comparison to Benchmark

  2014	2015	2016	2017	2018	2019	2020	2021	2022
  Click to closeNDND = No data availableND	Click to closeNDND = No data availableND	Click to closeNDND = No data availableND	Click to closeNDND = No data availableND	Click to closeNDND = No data availableND	Click to closeNDND = No data availableND	Click to closeNDND = No data availableND	Click to closeNDND = No data availableND	Click to closeNDND = No data availableND

Patient Satisfaction / Access

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

• Provider Communication

  It is important that providers communicate clearly and effectively with patients, their families, and caregivers. We want to ensure everyone understands and can use the information we provide to make healthy choices and good decisions about their healthcare. When provider-patient communication is effective, adherence to treatment recommendations increases, better health outcomes are achieved, and the patients and their families’ satisfaction with health care improves.

  What we measure

  Patients reported how well their provider explained things clearly, listened, showed respect, and whether they spent enough time with them. Please complete and return any surveys you receive to us. We want to know what you think and to learn what we are doing well and how we can improve.

  This measure is reported quarterly. If the data appears to be a little delayed, please remember, it takes time to make sure the information is statistically valid in order to make improvements in our system that will benefit our patients.

  Graph: Provider Communication

  Percentage of TROSS and JOES survey respondents selecting the top rating on select questions related to quality of care

  Table: Provider Communication

  Percentage of TROSS and JOES survey respondents selecting the top rating on select questions related to quality of care

  2016-Q3	2016-Q4	2017-Q1	2017-Q4	2018-Q1	2018-Q2	2018-Q3	2018-Q4	2019-Q1	2019-Q3	Benchmark
  100%	75%	50%	100%	100%	75%	52%	53%	75%	100%	86%

• Satisfaction With Getting Needed Care

  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.

  What 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.

  Graph: Satisfaction With Getting Needed Care

  Percentage of Beneficiaries' Rating "Able to See Provider When Needed (Agree/Strongly Agree)"

  Table: Satisfaction With Getting Needed Care

  Percentage of Beneficiaries' Rating "Able to See Provider When Needed (Agree/Strongly Agree)"

  2016-Nov	2016-Dec	2017-Jan	2017-Feb	2017-May	2017-Oct	2017-Nov	2017-Dec	2018-Apr	2018-May	2018-Jun	2018-Jul	2018-Aug	2018-Sep	2018-Oct	2018-Nov	2019-Jan	2019-Feb	2019-Apr	2019-Jul	2019-Oct	2019-Nov	2019-Dec	2020-Jan	2020-Mar	2020-May	2020-Jun	2020-Jul	2020-Aug	2020-Sep	2020-Oct	2020-Nov	2020-Dec	2021-Jan	2021-Feb	2021-Mar
  92%	78%	88%	43%	80%	72%	73%	94%	70%	93%	85%	90%	84%	73%	79%	59%	84%	91%	100%	97%	86%	74%	67%	97%	93%	87%	72%	98%	84%	84%	99%	90%	100%	76%	44%	92%