Patient Satisfaction Survey, 1989-1990

Patient Satisfaction Surveys were developed from the Group Health Association of America (GHAA) Consumer Satisfaction Survey. Patient Satisfaction Surveys were mailed to 9,000 eligible beneficiaries at 37 Army medical treatment facilities (MTFs). Subjects were randomly selected from Defense Eligibility Enrollment Reporting System (DEERS) data lists using zipcodes in the MTF catchment areas. Responses were received from 2,874 with an additional 550 surveys returned as undeliverable. The usable return rate was 32%. Eligible beneficiaries reported moderate satisfaction with the health care received in military medical treatment facilities. The retired personnel reported the most satisfaction, while the active duty dependents were least satisfied. Individuals who have used the military health care system are generally satisfied with the doctors and staff, particularly the friendliness, courtesy, and support given. Specific problems included the appointment systems, access to services, telephone information or advice, waiting times, and difficulties with particular clinics or personnel. The majority of the respondents are using outpatient services. Recommendations are offered.