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Army Surgeon General seeks feedback on care, services

Madigan Army Medical Center Public Affairs

Published: 02:03PM June 26th, 2014

If you have had an appointment at Madigan Army Medical Center, or its satellite clinics, in the last few months, chances are good that you received a survey in the mail asking about your appointment experience.

The Army Provider Level Satisfaction Survey, or APLSS, is the Army Surgeon General’s way to gauge how each of the Military Treatment Facilities that make up Army Medicine are doing in regard to patient satisfaction, quality of care, and access to providers.

Patients are randomly selected within 48 hours after the scheduled visit with their provider and a survey is sent to their mailing address. Upon completion, patients can choose to mail the survey back using the self-addressed envelope provided, log on to the APLSS website and enter the username and password indicated, or call the toll-free number included in the letter.

Patients may wonder, “What’s the point?”

Every survey is reviewed and analyzed to determine what is important to Madigan patients. The hospital leadership has placed patient satisfaction as one of its top priorities, and these surveys give them a starting point to tackle areas in which Madigan does not meet the target goals.

In each Madigan clinic, APLSS scores are now posted for patients to see, along with the target line indicating where the hospital leadership wants to be. Patient feedback via APLSS not only allows for patient critiques to be sent directly to commanders, it also tells leaders what Madigan needs to do in order to reach and exceed those target goals.

In addition to measuring patient satisfaction, returned surveys are tied to funds that could be used to improve Madigan’s patient services. Whether it’s renovating outdated areas of the hospital or upgrading amenities, the more APLSS surveys returned to the Office of the Surgeon General, the more resources Madigan could receive to provide better medical services and programs.

Regardless of whether or not you complete the survey, if you are not satisfied with the care you received at your Madigan appointment, please do not leave until you have told us. You can either request to speak to the Head Nurse, Clinic Administrator, NCOIC or OIC to address concerns immediately, or you can visit the Patient Advocacy Office on the second floor of the Medical Mall.