About the Session

Patient experience measures played a key role in establishing the Military Health System Quadruple Aim, which ensures the MHS delivers value in healthcare through improved readiness, better health, better care and lower per capita cost. Recently, the MHS started tracking and reporting on the implementation of four patient engagement practices deemed critical to care: hourly rounding by nurses, bedside shift reporting, nurse leader rounding and post-discharge calls. The Studer Group, a private healthcare consulting company, developed a set of patient experience questions about nursing care practices in the hospital. Leadership within MHS integrated these questions into the preexisting TRICARE Inpatient Satisfaction Survey, a standardized survey tool used to measure patients’ perceptions of quality of care provided at an acute care military or civilian hospital. During this session, faculty will share survey results and lessons learned you can apply in your organization.

Learning Objectives:

  • Understand the TRICARE Inpatient Satisfaction Survey and its applications for measuring patient experience in the military health system.
  • Examine the relationship between the Studer Group practices, doctor-patient communication and patient satisfaction.