Irwin Army Community Hospital Fort Riley, Kansas The "Big Red One" Hospital

Experience of Care

 

Irwin Army Community Hospital is not just a facility that provides healthcare – it’s an Army hospital. We enable the warfighter and enhance the resiliency of Army families.

 

To that end the IACH team invites you to take ownership of the "Big Red One" Hospital. The Joint Outpatient Experience Survey voices your ownership and support of your hospital. When you complete a patient satisfaction survey that comes in the mail, you are claiming IACH as your hospital.

 

Financial incentives are linked to each completed JOES survey. Those funds are used to pay for services that enhance your experience of care.

Figure 1. Patient satisfaction percentages based on JOES surveys from November 2016 to December 2017.

From November 2016 to December 2017, Irwin Army Community Hospital trended from 92 to 94 percent average satisfaction rate.

Figure 2. The number of completed JOES surveys returned from November 2016 to December 2017.

From November 2016 to December 2017 the number of completed JOES returned dropped from an average of 400 to less than 200 surveys. The return rate for December 2017 was 4 percent. IACH’s return rate is far below the industry benchmark of 30 percent for judging the quality of the survey scores.

 

In effect, we don’t have enough completed surveys to generalize satisfaction scores from December 2017 to represent our population by industry standards.

 

The team at Irwin Army Community Hospital is confident the vast majority of patients are satisfied with their care here. But for various and valid reasons most people are not compelled to complete a survey, even if their experience was satisfactory. Here we wish to convey three reasons you should open that survey letter and fill it out:

 

3 Reasons to Complete JOES

  1. You recognize that hospital services are funded partially by the number of completed JOES surveys (each returned survey generates $1,000 for the “Big Red One” Hospital)
  2. You care what happens to your hospital (beneficiaries voice their value of IACH through JOES).
  3. You believe that an Army hospital is different than a conventional one (no other hospital gives priority to the warfighter and his or her family).

 

You Can Help

  • Provide IACH an opportunity to post marketing materials to promote JOES in your respective organization.

 

Irwin Army Community Hospital Fort Riley, Kansas The "Big Red One" Hospital
Irwin Army Community Hospital