Patient Satisfaction Survey 1991-1992. Executive Summary

Abstract : The patient satisfaction survey tasking came from headquarters, U.S. Army Health Services Command (HQ, HSC) requesting the Group Health Association of America (GHAA) Consumer Satisfaction Survey instrument be used to survey potential users of DoD medical treatment facilities. The Patient Satisfaction Survey project was begun in June 1989 with the request to the GHAA for permission to modify GHAA Consumer Satisfaction Survey items for use with a military population. The 1989-1990 study (n=2874) resulted in a report on patient attitudes and behaviors. It was recommended by the Commander, HQ HSC that patient satisfaction surveys be conducted each year and the results provided to HQ HSC. The 1990-1991 study (n=3050) resulted in a summary report. The present report documents the 1991-1992 survey effort. There were significant differences between the categories of beneficiaries. In general, the Retired were significantly more satisfied, while the Active Duty Dependents were least satisfied.