HONOLULU, HI -- (February 17, 2017) Like any other healthcare facility, Tripler Army Medical Center, also known as TAMC, utilizes patient surveys to improve the quality of healthcare.
Recently the Defense Health Agency constructed one survey for all military health facilities with the intent of streamlining the process of tracking responses and encouraging patients to complete surveys. The resulting Joint Outpatient Experience Survey (JOES) is now the standardized customer service questionnaire used to evaluate patient satisfaction across all three military branches.
Patti E. Myers, Chief of Customer Relations at TAMC explained that the JOES are randomly sent to patients approximately 72 hours after an outpatient visit. The survey asks patients about the care that they received from a specific appointment. It asks about a specific provider's thoroughness, how the appointment was made, whether the patient experienced any difficulties with making an appointment and what the patient's experience was generally like.
The Army "Best of the Best" report recognizes military health facilities that derive high outpatient clinic satisfaction scores in JOES using one or more of the six categories: Specialty Care Clinics, Primary Care Clinics, Specialty Care Clinic Providers, Primary Care Clinic Providers, Specialty Care Clerks and Primary Care Clerks and Receptionists. TAMC and the U.S. Army Health Clinic - Scholfield Barracks, also known as USAHC-SB, were recently recognized in the patient satisfaction Army "Best of the Best" report, for five out of the six categories.
"Our staff truly believes in our mission of serving our patients and their families and we consistently look for ways to improve the patient experience," said Col. Andrew M. Barr, TAMC commander. "That the dedicated staff of the TAMC ohana was recognized as the 'best of the best' in five out of six categories in outpatient services is a testament to our people and our mission," he added.
TAMC/USAHC-SB Awards
- The Schofield Barracks Occupational Health Clinic scored 100% in the Specialty Care Clinics category.
- Dr. Dean Britos from Scholfield Barrack's Pediatrics and Dr. Linda Tom from TAMC Medical Care/Internal Medicine at TAMC received 100% satisfaction as a Primary Care Clinic Provider.
- Maj. Ally Mazer, physician of TAMC Gastroenterology Clinic received a perfect score in the Specialty Care Clinic Providers category.
- The Family Practice Medicine at TAMC was recognized for their high ratings as a Primary Care Clinic.
- TAMC Family Practice Medicine obtained an exponential score in the Primary Care Clerks and Receptionists category.
Patient participation in JOES is very important because TAMC's number one priority is improving patient safety, satisfaction, and experience. The JOES is an abundant tool used to continuously advance the quality of care and patient participation can help TAMC improve its service.
"I am extremely proud of this organization and its outstanding people. We will continue our diligent efforts to constantly improve access to high-quality, safe healthcare and better patient experience through dedicated service to our patients and their families while ensuring the readiness of our Medical Force and our Nation's Warriors," said Barr.
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