Plant a seed of satisfaction with APLSS!

By Maria Gallegos, BAMCApril 9, 2013

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(Photo Credit: U.S. Army) VIEW ORIGINAL

Patient satisfaction remains a top priority for Brooke Army Medical Center and one way to achieve this goal is through the use of the Army Provider Level Satisfaction Survey, or APLSS. This survey is used to evaluate and track patients' experience during visits with their healthcare providers.

The program, administered by the Office of the U.S. Army Surgeon General, provides an opportunity for patients to voice their concerns, make suggestions, or officially recognize an individual or a clinic for exceptional service. This information is shared throughout the organization down to the individual healthcare providers.

"The Army Provider Level Satisfaction Survey (APLSS) is designed to give our healthcare providers and the military treatment facility leadership the timely and actionable feedback they need to improve the quality of care we give our Soldiers and their families," said Army Surgeon General Lt. Gen. Patricia Horoho, on the APLSS website.

"We want to hear from our patients," said Maj. Sereka Barlow, chief for BAMC Clinical Operations. "Our vision is to be our patients' first choice in healthcare. We want to know what satisfies our patients and what does not -- in an effort that every patient is satisfied with our service. Good is not good enough, we strive for excellence."

The surveys are mailed randomly to selected patients a few days after their visit with questions ranging from how the provider communicated with the patient to questions regarding access to care, cleanliness of the facility, and the courtesy of the staff.

"Patient satisfaction is significant, because it can be a measurable link between value and outcomes," said Capt. Alex Montgomery, Army Baylor resident and APLSS project officer. "By tracking and trending patient satisfaction scores, we are able to refine systems, which increase value and improve outcomes."

There are three different ways a patient can complete the questionnaire anonymously -- by paper, phone or on the internet with a username and a password provided in the letter sent to them about the survey.

"Regardless of how the surveys are received -- all feedback makes a difference in the patient care received at BAMC," added Barlow. "Here's one of many examples - just recently, a patient commented on needing more 'van accessible disability parking.' Taking note, the command team was briefed and one of our departments is working now to add additional parking."

So, the next time you get an APLSS letter in the mail, take a few minutes to fill out the survey. Your feedback is important and it will help provide valuable information for BAMC to excel in providing the best care possible for our patients.

For more information or have questions, call 210-916-2330 or 3715.