IMS Government Solutions  
   
   
     
   
     
 

Case Studies:

 
Decision Support
Data Analytics
Clinical Compliance
Data and Informatics
 

Applied Solutions:

Service Delivery Assessment (SDA)

BUMED Patient Satisfaction Survey (PSS)

Complex Patient Management Tool (CPMT)

 

Service Delivery Assessment (SDA)

PROVIDING TIMELY FEEDBACK OF AIR FORCE HEALTHCARE DELIVERY

Service Delivery Assessment (SDA) - Since 2004, the SDA survey has been used to measure customer perception of healthcare delivery. Three of the survey questions addressing ease of making an appoint-ment, recommendation of healthcare team to others, and first call resolution in making a telephone appointment have been incorporated into the Air Force Surgeon General’s (AF/SG) performance metrics. The SDA survey offers significant advantages not previously realized in other patient-satisfaction surveys.


REPORT:


DESCRIPTION:


Timeliness of conducting the survey:


Telephone interviews are completed the day after the patient’s appointment.

Timeliness of reporting the results:

Medical Treatment Facility (MTF) receives weekly and monthly reports while MAJCOM and AFMS reports are available monthly.

Ease of distributing the reports:

No active web-based login is required. Reports are automatically forwarded to the MTF and MAJCOM POC’s
by e-mail.

Flexibility in customizing questions
to MTF and MAJCOM needs:

The survey is an eight-question tool. Three of the questions are reserved for the AF/SG. The remaining questions are developed by the MTF. In some instances, MAJCOMs have also developed MAJCOM-wide questions into the survey.

Applicability of the results:

The SDA targets samples with sufficient numbers to provide a 90-95% confidence level that the responses
can be generalized to the entire patient population seen
at the MTF.

Analysis:

The SDA program also offers MTFs and MAJCOMs
easy-to-use analysis capability.

 
   
 
Our Company   |   Contact Us   |   Privacy   |   © 2011 IMS Government Solutions