The patient advocate serves as the liaison between patients and the hospital staff. Patients are encouraged to contact the clinic chief, the noncommissioned officer in charge or the head nurse to resolve disputes or concerns. However, if the matter cannot be resolved, a patient advocate will be happy to assist you. Patients may visit the Patient Advocates on the A Building, 0 Level. Advocates may also be reached by phone or through the ICE system to address concerns, comments or compliments. In addition, Pulse of the Eagle cards are available in the hospital clinics and main hospital entrances to provide compliments..
Compliments are appreciated and shared with the staff, as are concerns.
Thank you for helping us recognize outstanding service and suggesting ways in which we may improve.
The Joint Outpatient Experience Survey
The Department of Health Affairs developed new tri-service patient surveys called JOES, Joint Outpatient Experience Survey. On June 20, 2016, it replaced the Army Provider Level Satisfaction Survey, APLSS, the survey you have completed in the past.
The outpatient survey is an important resource for you. Providing us feedback helps our team improve services, foster a partnership between patients and primary care managers to continually improve and achieve excellent healthcare. Listening to you through surveys helps us identify desired and necessary new services vital to your healthcare and to sustain and grow our healthcare facility.
JOES also yield financial incentives which are linked to the scores you give us. These funds are reinvested directly back into your healthcare facility in the form of updated medical equipment, additional medications at the pharmacy, new staff and/or expanded patient education. These funds are absolutely critical to our operations and allow us to continue to reach and surpass the "Gold Standard" of healthcare to our patients. We strive to ensure services delivered to all of our patients remain exceptional.
If you receive a survey in response to an appointment experience, please be sure to fill it out and return it. We are working hard to ensure we exceed your healthcare expectations and earn excellent ratings. We want to make sure we continually have your feedback. Giving us high marks when we meet or exceed expectations, or letting us know where we might improve, goes a long way in maintaining and improving services for you - our Partners in Health.