Patient Satisfaction Survey, 1991-1992

Patient Satisfaction Surveys were developed from the Group Health Association of America Consumer Satisfaction Survey. Surveys were mailed to 9, 400 eligible beneficiaries at 38 Army medical treatment facilities (MTFs). Subjects were randomly selected for DEERS data lists using zip codes in the MTF catchment areas. Responses were received from 2,317 with an additional 1,030 surveys returned as undeliverable. The usable return rate was 24.6%. Respondents rated care received in military MTFs as well as in CHAMPUS, Private, or other (C/P/O) funded programs. Moderate satisfaction was reported with the care provided at MTFS; higher levels of satisfaction were reported with the C/P/O care. Beneficiaries did not use the MTFS because it was too difficult to get an appointment (22%), services needed were lacking (18%), MTF too far away (11%), or not conveniently located (8%). only 9% of respondents recognized the Gateway to Care program. The majority of respondents were using outpatient services. Recommendations are offered. Patient Satisfaction, Patient care, Medical care beneficiary.