Report

1. Patient Satisfaction Report
By HM2 Austin Vern Songer
Captain James A. Lovell
Federal Health Care Center
V2

2. Captain James A. Lovell
Federal Health Care Center
Data Sources
 The Monitor: Great Lakes and AHLTA
Clinics Satisfaction Surveys
 SHEP Inpatient Survey: Survey of
Healthcare Experiences of Patients
 SHEP PCMH Outpatient Survey
 PATS: Patient Advocate Tracking System
 ICE: Interactive Customer Evaluation

3. Captain James A. Lovell
Federal Health Care Center
The Monitor
NHC Great Lakes:
WEST CAMPUS / AHLTA CLINICS
NBHC NCTC Great Lakes:
USS RED ROVER 1523
NBHC NCTC INPR Great Lakes:
USS TRANQUILITY 1007
NBHC NTC Great Lakes:
FISHER CLINIC 237

4. Captain James A. Lovell
Federal Health Care Center
Satisfaction Survey Scorecard
Question
Net Promoter Green 97%
Discussed Medication Green 100%
Concerns Considered Green 93%
Explained Treatment and Follow Up Plan Green 99%
Informed Provider Green 93%
Provider's Demonstrated Concern Green 91%
Patient Informed for Medical Decision Making Green 97%
Satisfaction with Care Green 99%
Satisfaction with Provider Green 93%

5. Captain James A. Lovell
Federal Health Care Center
SHEP FHCC Inpatient
Inpatient Reporting Measures FY2014 through March
Dimension of Care (INPATIENT - excl. Psychiatry) National VISN 12
Lovell
FHCC
FHCC
Sample
Size
Cleanliness of the Hospital Environment 90.7 91.7 92.6 147
Communication about Medication 79.9 81.6 76.5 78
Communication with Doctors 93.3 93.2 93.2 148
Communication with Nurses 93.4 94.5 96.1 147
Discharge Information 84.1 85.4 84.2 131
Overall Rating of Hospital 65.5 69.3 71.6 147
Pain Management 88.6 88.6 87.6 81
Quietness of the Hospital 84.6 87.7 90.8 146
Responsiveness of Hospital Staff 86.1 86.9 86.0 76
Shared Decision Making 74.2 76.2 75.6 139
Willingness to Recommend Hospital 67.2 68.5 73.7 146

6. Captain James A. Lovell
Federal Health Care Center
SHEP FHCC Inpatient
0
10
20
30
40
50
60
70
80
90
100
Inpatient Reporting Measures (excl. Psychiatry)
FY2014 through March
National
VISN 12
Lovell FHCC

7. Captain James A. Lovell
Federal Health Care Center
SHEP FHCC Outpatient Scores
FY2014 YTD
SHEP - PCMH Composite Scores - Outpatient FY2014 YTD
Domain of Care National
VISN
12
FHCC
Overall
Evanston
CBOC
Kenosha
CBOC
McHenry
CBOC
Access 38.5 47.4 44.9 49.7 50.0 50.9
Communication 72.5 76.9 72.9 66.9 83.6 76.3
Comprehensiveness 62.2 65.6 60.9 51.4 76.0 62.9
Medication Decisions 60.8 64.2 59.8 54.7 71.2 68.6
Office Staff 67.3 72.9 73.4 73.1 65.5 71.0
Self Management
Support 57.7 61.1 53.4 43.8 63.7 56.3

8. Captain James A. Lovell
Federal Health Care Center
SHEP Outpatient FY2014 YTD
0
10
20
30
40
50
60
70
80
90
Access
Communication
Comprehensiveness
Medication Decisions
Office Staff
Self Management
Support

9. Captain James A. Lovell
Federal Health Care Center
PATSTOP FIVE ISSUES
FY2014 YTD
LACK OF CONFIDENCE IN THE CAREGIVER 110
NOT TREATED WITH DIGNITY AND
RESPECT/PERCEIVED RUDENESS
99
PATIENT/FAMILY DISAGREES WITH
DECISIONS
54
EMOTIONAL NEEDS NOT MET 51
PATIENT PERCEIVES CARE IS NOT
COORDINATED
37

10. Captain James A. Lovell
Federal Health Care Center
PATS Trends

11. Captain James A. Lovell
Federal Health Care Center
Interactive Customer Evaluation
Fiscal Year 2014 to Present
Ratings are not meaningful until at least 25 responses have been entered.

12. Captain James A. Lovell
Federal Health Care Center
Interactive Customer Evaluation
Service Providers with at least 25 comments and above
*Please note that West Campus Implementation didn’t officially begin until June 4

13. Captain James A. Lovell
Federal Health Care Center
Interactive Customer Evaluation
West Campus Implementation
02 Jun 14 to 17 Aug 14
Primary Care Directorate
03 Mar 14 to 25 May 14
Internal Medicine, Pediatrics, Family Medicine

14. Captain James A. Lovell
Federal Health Care Center
Facebook.com/LovellFHCC YouTube.com/LovellFHCC Twitter.com/LovellFHCC
http://www.lovell.fhcc.va.gov
Questions?
Readying Warriors
and Caring for Heroes