Photo By Petty Officer 2nd Class Daniel Patrick Cordoviz | The Orthopedics department of U.S. Naval Hospital Guam is recognized by the Military...... read more read more
Patients have ranked the front desk staff at three U.S Naval Hospital Guam clinics as the “Best of the Best” in the Military Health System for patient experience and customer care, according to a recent Joint Outpatient Experience Survey (JOES) quarterly report.
“I am so proud of our clerks and receptionists!”, said Capt. Joel Schofer, director of U.S. Naval Hospital Guam. “They are the face of our clinics, and so often fly under the radar without recognition, but their roles are critical and can make a major impact on the patient experience. Congratulations and keep up the great work!”
“It is great to see our hardworking teams recognized for the effort they put in every day." adds Capt. Jamie Fitch, deputy director of U.S. Naval Hospital Guam. "The front desk crew often determines a patient’s initial impression of their experience at a Naval Hospital Guam clinic. These awards are especially meaningful because they are determined by direct, voluntary feedback from our patients. Great job team!”
Each quarter, the Defense Health Agency uses JOES survey data—which measures patient experience and satisfaction during outpatient appointments—to generate a “Best of the Best” report. The survey requests feedback on multiple aspects of the visit, including appointment timeliness, helpfulness of front desk personnel, provider trust and communication, medical history, access to care, and overall satisfaction.
The intent of the report is to spotlight the enterprise’s top-performing military medical clinics, providers, clerks, and receptionists, each broken out by primary and specialty care. Front desk clerks and receptionists in the follow clinics earned a 100% satisfaction score for all patient surveys submitted.
Recognized for Fiscal Year (FY) 25 Quarter 2:
• Primary Care Clerks & Receptionists: Family Medicine Department (also ranked top 20 Best of the Best!)
• Specialty Care Clerks & Receptionists: Orthopedics Department
Recognized for Calendar Year (CY) 24:
• Specialty Care Clerks & Receptionists: Apra Harbor Branch Health Clinic (also ranked top 20 Best of the Best!)
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U.S. Naval Hospital Guam is a 282,000 square foot military treatment facility (MTF) that supports the joint forces and strengthens the island by projecting forward-deployed medical power, delivering high-quality care, and forging strategic partnerships. The MTF and its staff of nearly 700 offers a broad range of primary and specialty medical services in support of more than 27,000 beneficiaries.
| Date Taken: | 08.25.2025 |
| Date Posted: | 09.17.2025 14:19 |
| Story ID: | 546852 |
| Location: | AGANA, GU |
| Web Views: | 20 |
| Downloads: | 0 |
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