By Dewey Mitchell, Brooke Army Medical Center Public AffairsJune 2, 2016
JOINT BASE SAN ANTONIO, Texas -- Brooke Army Medical Center scored in the top 10 percent in a national survey for Hospital Consumer Assessment of Healthcare Providers and Systems in overall hospital rating. They recommend BAMC as customer service leader based on the survey of military and civilian hospitals.
"This survey demonstrates our patients feel the passion of our staff to provide them the absolute highest quality care they can get anywhere," said Col. Jeffrey Johnson, BAMC commander.
"Our entire team is focused on providing industry leading care to every patient they see, each service member, family member, retiree and civilian trauma patient from all over South Texas," Johnson said. "Each patient receives the same reliable top quality care and our staff's expertise and passion. This confidence in the care at BAMC is what is reflected in the HCAHPS survey."
The survey reflects about 20,000 patient surveys completed between October and December 2015. Two other military hospitals, Ft Belvoir Community Hospital and Keesler Medical Center, also made the top 10 percent.
The HCAHPS survey is the first national, standardized, publicly reported survey of patients' perspectives of hospital care. HCAHPS, is a survey instrument and data collection methodology for measuring patients' perceptions of their hospital experience.
While many hospitals have collected information on patient satisfaction for their own internal use, until HCAHPS there was no national standard for collecting and publicly reporting information about patient experience of care that allowed valid comparisons to be made across hospitals locally, regionally and nationally.
The HCAHPS survey asks discharged patients 27 questions about their recent hospital stay. The survey contains 18 core questions about critical aspects of patients' hospital experiences (communication with nurses and doctors, the responsiveness of hospital staff, the cleanliness and quietness of the hospital environment, pain management, communication about medicines, discharge information, overall rating of hospital, and would they recommend the hospital).