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By Lori Newman
Brooke Army Medical Center Public Affairs
JOINT BASE SAN ANTONIO-FORT SAM HOUSTON, Texas – Patients at Brooke Army Medical Center will now report their experiences and satisfaction with their healthcare appointments in a new survey. Last month the Military Health System rolled out a unified outpatient survey system for all military treatment facilities across all services.
The Joint Outpatient Experience Survey, or JOES, will combine and standardize long-standing methods used by the Army, Navy, Air Force and Defense Health Agency to learn about beneficiary healthcare experiences with the goal of making them better.
“The JOES will replace the Army Provider-Level Satisfaction Survey known as APLSS,” said Maria Guerrero, chief of the Patient Experience Branch at Brooke Army Medical Center.
“Many of our patients have become accustomed to the APLSS, so it’s important to let them know the survey method has changed.”
Approximately 72 hours after an appointment, a patient will receive the JOES survey to complete and should respond within a month by mail or electronically. The survey takes about five minutes to complete and gives healthcare providers and BAMC leadership the feedback necessary to improve quality of care, patient experience and satisfaction.
Patients will only receive one survey every 90 days.
“Patient participation in JOES is very important to us here at BAMC because our number one priority is improving our patients experience and their satisfaction,” Guerrero said.
Guerrero wants patients to know patient advocate officers are available to help with any issues they may have during or after their visit.
“We are here to assist patients with any problem or concern, down to the smallest detail,” she said. “If we show people that we care, they are going to take the opportunity to fill out the survey.”
“It’s everyone’s responsibility to make sure our patients are provided the best possible service and care,” Guerrero said.
Positive surveys also have a direct impact on the facility. BAMC will receive additional funding for each completed survey with a high satisfaction rating for question 22 of the survey.
“That money comes back to this facility so the commander has the opportunity to improve the patient experience, purchase equipment and hire additional providers,” Guerrero said.
Providing feedback can help foster a partnership between patients and their primary care managers, enabling BAMC to continually improve and achieve excellent healthcare and patient satisfaction.
Richard Bannick, branch chief of the Decision Support Division within the Defense Health Agency, said he believes JOES will help “raise the game” for everyone – commanders, medical treatment facilities and beneficiaries.
“With the Army, Navy, Air Force and DHA each having different surveys, it was difficult to accurately measure the quality of service we were providing to beneficiaries,” Bannick said.
“But now that we have a standardized survey instrument, are using standardized sampling, and a universal means of delivery (such as mail and email), we will have better comparisons across the services. These new elements will give us information to improve the level of service we provide.” Bannick said.
Patients who would like to speak with a patient advocate officer can call 210-916-2330 or call Guerrero at 210-916-3715.
| Date Taken: | 07.21.2016 |
| Date Posted: | 07.29.2016 15:39 |
| Story ID: | 205510 |
| Location: | FORT SAM HOUSTON, TX, US |
| Web Views: | 237 |
| Downloads: | 1 |
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