Back to Top Skip to main content

Survey indicates higher satisfaction with military medical facilities

Staff at Madigan Army Medical Center in Tacoma, Washington, treat patients. The 2017 results of the Defense Department’s Joint Outpatient Experience Survey show an increase in patient satisfaction with military medical facilities and pharmacy care. (U.S. Army photo) Staff at Madigan Army Medical Center in Tacoma, Washington, treat patients. The 2017 results of the Defense Department’s Joint Outpatient Experience Survey show an increase in patient satisfaction with military medical facilities and pharmacy care. (U.S. Army photo)

Recommended Content:

Military Hospitals and Clinics | Access to Health Care | MHS Patient Satisfaction Surveys | MHS Quality, Patient Safety, and Access Information (for Patients)

WASHINGTON — Results of the Defense Department’s Joint Outpatient Experience Survey, or JOES, are in for 2017, and soldiers, retirees and family members reported very high overall satisfaction – 93 percent – with their experience at Army medical treatment facilities, the senior health policy analyst with the Office of the Army Surgeon General said.

Melissa Gliner said the other two big metrics are ease of access to Army providers, which was rated 83 percent positive, the highest in the military health services, and overall experience with Army pharmacies, which was rated 78 percent positive.

The results of the survey show an overall increase in satisfaction of about two percent for those three questions compared to 2016, the year the Army first participated in the survey, she said.

Strict Confidentiality

About 2.7 million surveys go out annually to about 10 percent of patients who have visited a military health facility in a random selection process, she said. At first, only paper surveys were distributed, but since last month, a website has been set up for taking the two-page survey.

Strict confidentiality is maintained at all times, she added.

Gliner, a statistician by training, said she interprets the results and shares them with representatives from all of the military health facilities regularly. The facilities’ staffs are eager to learn the survey results and understand what's working and what can be improved, she said.

One incentive for getting high survey scores is a monetary award that's given to the best-performing military health facilities, Gliner noted, adding that performance reviews are tied to the results.

Improving the Patient Experience

Besides sharing the results with the facilities, Gliner said, she also offers advice on ways to improve the patient experience. For instance, she said, she looks at civilian treatment facilities to see what works well and then shares that information. Among these insights is having staff members circulate in the waiting area to chat with patients so they don't feel they're being ignored, which Gliner said is one way to elevate scores.

Another finding from the survey was that some patients experience frustration during their initial call to schedule an appointment, with some being told to call back because there were no appointments. Some military health facilities are now retraining clerks who take the calls to get the appointments set up without the patient having to call back, she said.

Gliner said the U.S. Army Medical Command is working to stand up a website that will better help military health facilities to share their ideas and further elevate patient experience and survey scores.

Disclaimer: Re-published content may have been edited for length and clarity. Read original post.

You also may be interested in...

Air Force robotic surgery training program aims at improving patient outcomes

Article
2/9/2018
Air Force Col. Debra Lovette (left), 81st Training Wing commander, receives a briefing from Air Force 2nd Lt. Nina Hoskins, 81st Surgical Operations squadron room nurse, on robotics surgery capabilities inside the robotics surgery clinic at Keesler Medical Center, Mississippi. The training program stood up in March 2017 and has trained surgical teams within the Air Force and across the Department of the Defense. (U.S. Air Force photo by Kemberly Groue).

Robotic surgery is becoming the standard of care for many specialties and procedures

Recommended Content:

Technology | Innovation | Military Hospitals and Clinics

TRICARE Philippine demonstration ends, new preferred-provider network begins

Article
1/3/2018
Official TRICARE logo

Beginning Jan. 1, 2018, a preferred-provider network will be available in the Philippines.

Recommended Content:

TRICARE Health Program | Access to Health Care

Elective surgeries hone surgical skills, prepare medical team for combat

Article
12/7/2017
Inside Carl R. Darnall Army Medical Center’s second floor surgery suite, surgeons and medical teams are busy honing their critical-care skills. Regardless of procedure or patient, every incision is an exercise in mission readiness. (U.S. Army photo by Marcy Sanchez)

Regardless of procedure or patient, every incision is an exercise in mission readiness

Recommended Content:

Military Hospitals and Clinics | Health Readiness

Care Loop

Video
11/29/2017
Care Loop

Air Force Tech. Sgt. Mariana Carrano’s business is patient care. She’s one of four Air Force liaison officers with the 86th Medical Squadron at Landstuhl Regional Medical Center, a short drive from Ramstein AB. As an LO, as they are often called, Carrano is responsible for taking care of a patient throughout the entire care loop – from the moment he ...

Recommended Content:

Access to Health Care | Warrior Care

WBAMC pharmacist catches serious drug interaction

Article
11/27/2017
Dr. Anna Jewula, pharmacist, Department of Pharmacy, William Beaumont Army Medical Center, is recognized for her attentiveness in assisting a patient with a prescription order that contraindicated a previous prescription medication, avoiding a potentially serious drug interaction detrimental to the patient’s health (U.S. Army photo Marcy Sanchez)

Thanks to a pharmacist’s careful eye, one patient avoided a potentially deadly drug interaction

Recommended Content:

Military Hospitals and Clinics | TRICARE Pharmacy Program

Trauma chief praises medical response to Sutherland Springs shooting

Article
11/16/2017
As a Level I trauma center, Brooke Army Medical Center at Joint Base San Antonio-Fort Sam Houston, Texas, received patients from the Nov. 5, 2017, mass shooting in Sutherland Springs, Texas. (U.S. Army file photo)

BAMC received eight victims – six adults and two minors – from the Nov. 5 mass shooting in the small community church in Sutherland Springs

Recommended Content:

Civil Military Medicine | Civil Support | Military Hospitals and Clinics | San Antonio

Burn Center offers new pain management approach for patients

Article
11/8/2017
Pain medication is managed with the placement of an intrathecal catheter exactly like an epidural catheter used for laboring women, except that the catheter resides in the intrathecal space where the cerebrospinal fluid resides instead of the epidural space. (Courtesy photo)

The pain medication is managed with the placement of an intrathecal catheter and infusion of preservative-free morphine

Recommended Content:

Military Hospitals and Clinics

Online patient portal saves time, improves access to medical information

Article
10/30/2017
The TRICARE Online Patient Portal connects registered users with online health care information and services at military hospitals and clinics.

Patients who can more easily access their own health information using TRICARE Online are more inclined to use the health benefit

Recommended Content:

Military Hospitals and Clinics | TRICARE Health Program | MHS Quality, Patient Safety, and Access Information (for Patients)

Keeping surgical instruments sterile, safe

Article
10/24/2017
The first line of defense in combating patient infections for a hospital is its Central Services. Sterile processing technicians sterilize and decontaminate reusable surgical and clinical instruments in adherence to standards and recommended practices prioritizing patient safety. (U.S. Air Force photo by Staff Sgt. Kevin Iinuma)

Sterile processing technicians sterilize and decontaminate reusable surgical and clinical instruments in adherence to standards and recommended practices prioritizing patient safety

Recommended Content:

Quality and Safety of Health Care (for Healthcare Professionals) | Military Hospitals and Clinics

Medical Airman saves newborn minutes from death

Article
9/27/2017
Senior Airman Taylor Scherff, 55th Medical Group Pediatric Clinic medical technician, takes Isabelle Kittel’s temperature as her mom, Casey, holds her Sept. 12, 2017 in the Ehrling Bergquist Clinic, Offutt Air Force Base, Neb. (U.S. Air Force photo by Tech. Sgt. Rachelle Blake)

If Airman Scherff hadn’t caught the abnormalities in the baby when she first encountered her, the baby very likely would have passed away prior to receiving care

Recommended Content:

Military Hospitals and Clinics

A Family's Smile

Video
9/27/2017
A Family's Smile

Air Force Lt. Col. (Dr.) Kerry Latham restored quality of life to Killian McKinney, a baby with a cleft lip and palate, during a plastic surgery procedure at Walter Reed National Military Medical Center in Bethesda Md., Aug. 28, 2017. By treating McKinney, Latham supported the McKinney military family and enabled them to focus on the mission.

Recommended Content:

Military Hospitals and Clinics

Naval Hospital Oak Harbor first Navy hospital to pilot new electronic health record

Article
8/4/2017
Navy Seaman Joseph White and wife Lauren with their first child, Avalee. Avalee is the first infant born in a military hospital using the Department of Defense's new joint electronic health record, MHS GENESIS. (U.S. Navy photo by Patricia Rose)

Naval Hospital Oak Harbor was selected as the first Navy hospital to deploy MHS GENESIS, and has been successfully using the program since July 15

Recommended Content:

Military Hospitals and Clinics | Military Health System Electronic Health Record | MHS GENESIS

MHS Online Transparency Site launch

Article
7/20/2017
Patients who use military hospitals and clinics will find it easier to see how their facility is performing thanks to June 28 changes by the Military Health System to its transparency website. (MHS graphic)

Recent changes put ratings at beneficiary fingertips through simple online clicks

Recommended Content:

MHS Quality, Patient Safety, and Access Information (for Patients) | Military Hospitals and Clinics | Quality and Safety of Health Care (for Healthcare Professionals)

In the zone at WBAMC's inpatient wards

Article
7/17/2017
Usa Thompson, staff nurse, Surgical Ward, William Beaumont Army Medical Center, measures medication while donning a visual aid designed to limit interactions and distractions while administering medications. Inpatient Wards at WBAMC implemented distraction-free designated times and other initiatives to proactively combat potential for error in missed or incorrect medications. (U.S. Army photo by Marcy Sanchez)

William Beaumont Army Medical Center’s Inpatient Wards have proactively implemented a distraction-free designated time dubbed, Medzone

Recommended Content:

Access, Cost, Quality, and Safety | Military Hospitals and Clinics | Patient Safety

2016 TRICARE Inpatient Satisfaction Survey Appendices

Report
7/7/2017

The purpose of the OASD/DHA TRICARE Inpatient Satisfaction Survey (TRISS) is to monitor and report on the experience and satisfaction of Military Health System's (MHS) beneficiaries that were admitted to MHS Direct Care (DC) military treatment facilities (MTFs) or its civilian network/Purchased Care (PC) civilian hospitals. The survey instrument ...

Recommended Content:

TRICARE Inpatient Satisfaction Surveys (TRISS) | MHS Quality, Patient Safety, and Access Information (for Patients)
<< < 1 2 3 4 5  ... > >> 
Showing results 1 - 15 Page 1 of 18

DHA Address: 7700 Arlington Boulevard | Suite 5101 | Falls Church, VA | 22042-5101

Some documents are presented in Portable Document Format (PDF). A PDF reader is required for viewing: Download a PDF Reader or learn more about PDFs.