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NEWS | Oct. 6, 2016

59th Medical Wing brings new DOD-wide outpatient survey system to San Antonio

59th Medical Wing Public Affairs

Patients who get treatment at the 59th Medical Wing can now use a unified outpatient survey system to report their experiences with the health care they receive at the various military treatment facilities in San Antonio.


The Joint Outpatient Experience Survey, or JOES, gives patients a unified voice – a single survey for all military treatment facilities across all the services.


Earlier this year, the Military Health System rolled out the JOES, to combine and standardize long-standing methods used by the Army, Navy, Air Force and Defense Health Agency/National Capital Region. The MHS seeks to learn about beneficiary experiences in a military medical setting with the goal of improving health care.


The JOES will replace service delivery assessment (SDA), the previously used satisfaction survey, said Eric Harmon, 59th MDW customer service and patient advocate program manager.


Patients will receive the survey approximately 72 hours after an appointment. They should respond within a month by mail or electronically; the survey should take about five to 10 minutes to complete.


“We want to hear from our patients. The feedback gathered through JOES will help the wing improve care and enhance the patient experience,” Harmon said.


Patients will only receive one survey every 90 days.


Although JOES is now the new tool for gathering information from patients, the interactive customer evaluation, commonly known as ICE, will still be available as a stand-alone system.


Patient advocates at the military treatment facilities are also available to patients who need assistance or want to provide feedback.


JOES will help ‘raise the game’ for everyone – commanders, MTFs and beneficiaries, said Richard Bannick, branch chief of the decision support division within the Defense Health Agency.


“As a beneficiary, now that you know your input on a survey can have considerable impact on how the MHS delivers health care, you’ll take time to put more thought in your responses,” Bannick said.


“JOES will ensure across the board – whether you go to an Army, Navy, Air Force or DHA facility – you’ll get the same questionnaire, and be able to relate your experience, good or bad,” Bannick added.


For more information about JOES or customer service initiatives, contact the 59th MDW patient advocate office at 210-292-7827.