Analysis of Joint Outpatient Experience Survey in Obstetric Populations in Military Health Care System [6L]

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Abstract

INTRODUCTION:

In the military, patient satisfaction is measured using the Joint Outpatient Experience Survey (JOES). It unclear if the measures used in the JOES survey represent actual patient concerns. The aim of this study was to determine if the measures included in the JOES survey are valued by the patients.

METHODS:

Obstetric patients in a community hospital clinic with excess of 30,000 clinic visits a year were given an anonymous questionnaire to evaluate patient priorities related to care received within an obstetrics clinic. This survey queried patients on the value they placed on the primary characteristics directly measured by the JOES survey.

RESULTS:

The survey included 73% response rate over one week of routine visits. Respondents noted significant desire for obstetrical ultrasound at each visit, a strong desire to see the same provider, and a desire for 24 hours access to the provider. Patients strongly desired an obstetric facility to recommend to friends and family. When questions were grouped and ranked, these obstetric questions were viewed as more important to the respondents than standard survey questions as measured by the JOES survey.

CONCLUSION:

This study demonstrates findings not previously reported regarding the unique characteristics most valued by obstetric patients in a military setting. JOES survey is adequate in measuring patient satisfaction, though obstetric specific metrics appear to more greatly influence patients' satisfaction when compared to the standard JOES survey questions. These results question the need for a broader measure of patient satisfaction in the military setting when evaluating obstetric encounters.

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