FORT LEAVENWORTH, Kan. Have you ever wanted to tell everyone about a great experience you had at a restaurant, store or the doctor's office? Chances are all your good experiences have one element in common: the human connection. This is why Munson Army Health Center has developed the Ultimate Patient Experience Program.
Tammy L. Warren, Registered Nurse, Munson Army Health Center, is the first Munson employee that has been recognized for outstanding patient care in all areas of the new Munson Patient Experience Program. The Patient Experience Program consists of five areas that reward employees on outstanding customer service, exceptional patient care and support of fellow staff, soldiers and families.
"Since Munson does not have an emergency room, our work is focused on meeting the patient on where they are at in their health journey" said Warren. The Patient Experience program encourages the Munson staff to work as a team to bring the ultimate patient experience to the beneficiary on every visit.
The program captures how Munson employees improve efficiency, effectiveness, morale and patient satisfaction by motivating the staff with tokens in the areas of leadership, safety, going above and beyond expectations, team work and peer to peer recognitions. Warren received all five tokens from each category and has been awarded the Ultimate Patient Experience Token which comes with a two hour time off award and is recognized with their picture in a prominent place in the clinic.
Patients have the ability to tell Munson about the quality of the care they receive by filling out the Joint Patient Experience Survey (JOES) after they receive care. The survey allows Munson to hear directly from their beneficiaries on how their experience was. The experience starts from the initial call for an appointment to the final check out with the front desk staff.
"It is important to us that the patient is completely satisfied with their visit at our facility and filling out the JOES survey helps us to serve the patient better. Question 22 in the survey is most important because the question asks about the patients overall visit. If we receive the high score of five on that question, Munson receives incentive funding that will allow us to increase services and make the patient experience even better" said Col. David M. Cassella, commander Munson Army Health Center.
Munson employees have taken advantage of the new program by nominating peers for the tokens. "I am happy to be recognized with the tokens, but patient care at Munson is about the little moments we have with our patients. Those little wins become big wins in our patients overall health" said Warren.
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