The command team at Kimbrough Ambulatory Care Center (KACC) recently launched a new awards program that includes three that are based solely on the scores received from patients on the relatively new Joint Outpatient Experience Survey (JOES).
JOES was implemented in 2016 by the Defense Health Agency and it combines elements of previous customer satisfaction surveys used by the various military branches.
The questions included in JOES ask beneficiaries to rank the care they receive in several areas, ranging from provider knowledge and communication, to services received at the pharmacy, radiology or lab, to the courtesy received at medical treatment facilities.
Regarding the new quarterly awards, Colonel Daniel G. Bonnichsen, Commander of the Fort Meade Medical Department Activity and KACC said "Our new awards are being very well received by our staff as unique recognition and promoting some friendly professional competition among providers and clinic teams.
Bonnichsen presented the first award, "Top JOES Provider Satisfaction Award" to Dr. Russell Davis of the KACC Internal Medicine Clinic during the monthly Primary Care all-hands meeting on Feb. 03.
Regarding the recognition, Dr. Davis said "It is a real honor to be recognized by the command, and it is a credit to all of the staff in the Internal Medicine Clinic (IMC). We are focused, first and foremost, on the patient here in IMC, and I think that is reflected in our JOES scores and comments. I think this new award is very important, and it will continue to emphasize to all staff that, despite any distractions, our attention and communication to patients is of the utmost importance. It helps remind us all why we chose this profession, and how rewarding it can be."
In early March, the "Top JOES Team Satisfaction Award" recognizing the clinical team with the highest Patient Satisfaction scores was presented by Bonnichsen to the Vision and Hearing team for "the clinical team with the highest average patient satisfaction scores.
Following the award, Lt. Col. Randall Rhees, Chief, Vision and Hearing, said "Our staff appreciated the recognition for treating patients with professionalism, kindness, and respect. As the chief of our clinic, I appreciate it also, because it is a great motivator for my staff to remain committed to the same high standards we aim to uphold, because they have learned that their actions are noticed, and as in this case, even rewarded."
On Apr. 07, the "On the Go" award for the clinical team with the most improved patient satisfaction scores was won by KACC's Green Clinic.
For each award the recipients receive a trophy and a banner to be displayed in their clinic during their quarter recognition. Each award's unique trophy and banner are perpetual awards that move to a new winner's clinic area each quarter. Awardees will also receive a personal certificate of achievement