Photo By Douglas Stutz | Standing out as 'Best of the Best' in more ways than one...Naval Hospital Bremerton's...... read more read more
By Douglas H Stutz, Naval Hospital Bremerton Public Affairs -- Naval Hospital Bremerton’s (NHB) Internal Medicine Department was recently recognized as being one of Navy Medicine’s ‘Best of the Best’ in regards to primary care clinic patient satisfaction and customer service.
Out of 2,122 responses in a recent Patient Satisfaction Survey questionnaire for the second quarter of 2016, 2,018 were positive - 95 percent – from patients seen in the Internal Medicine Department, comprised of the Allergy, Cardiology, Dermatology, Gastroenterology and Endoscopy, Respiratory Therapy and Neurology clinics.
There were specific specialty care clinics at NHB which also stood out. Urology clinic achieved a 99 percent rating in customer service as did Gastroenterology clinic, and Physical Therapy clinic had a 98 percent approval rating.
Resident physician Lt. Jeremy Kenison, primary care provider with NHB’s Family Medicine Medical Home Port, was also acknowledged for his work by achieving 100 percent patient satisfaction.
According to Chief Hospital Corpsman Josh Wagoner, customer service is a vital part of providing for every patient seen by Internal Medicine.
“Customer service is extremely important when dealing with patients. Our staff, especially at the front desk, set the tone for the patient’s experience that day. We strive to treat every patient with dignity and respect. It doesn't matter if our patients are active duty, retired or family members, they have all made sacrifices for our country and deserve not only the best care possible but also the best customer service we can provide,” said Wagoner.
Along with basic survey questions such as asking ‘if the patient’s needs were met,’ and ‘was the treatment explained and a follow-up plan discussed,’ there was also a comments section, which many responders used to provide their take on their recent appointment. A sampling of the remarks included;
“Dr. (Lt. Cmdr. Patrick) Henderson and his assistant Ms. (Hospitalman Charly) McNair make an excellent team. They are true professionals who leave no stone unturned. We are blessed. So is Bremerton Naval Hospital.”
“Dr. (Lt. Cmdr. Javier) Agraz is very thorough. He is very attentive and caring. (Hospitalman Abraham) Orriss greeted me warmly and very polite with intake process. He answered all my questions and made sure that I had no other issues that needed to be addressed with the doctor.”
“(Hospital Corpsman 3rd Class Seth) Jenkins was kind and very professional. He went out of his way to get me a quick appointment. I felt like I received “white glove” treatment. He made my office visit easy and enjoyable!! Cmdr. Diana Fu took extra time to speak with me about the procedure and how I was feeling. She was excellent. Bravo and thank you.”
“Petty officer (HM3 Amanda) Thiele recognized a World War Two veteran waiting and told him that she appreciated his service and that he would get great care here.”
“Dr. Henderson and HA McNair. Both are always very professional and courteous. I always feel I have enough time to express my concerns. I also feel that I get solid answers on my health concerns.”
Wagoner attests that the comments received are based on the hallmarks of Internal Medicine customer service that is centered on dignity and respect for those they support.
“Dignity and respect! We also strive to meet our three ‘Cs’ with every patient. The three ‘Cs’ are care, compassion and communication,” Wagoner said, adding that being recognized validates what the Internal Medicine staff does on a continuous basis.
“This award shows not just our staff, but the entire hospital, that our patients truly do recognize that we provide them outstanding service even in difficult situations,” said Wagoner.
The Internal Medicine Medical Home Port delivers evidence-based healthcare using a team approach. The team consists of providers, nurses, hospital corpsmen, medical assistants, clerical staff and American Red Cross volunteers. They provide primary and subspecialty diagnostic and health care services for adults and elderly patients.
The Internal Medicine Medical Home Port assures every patient’s care is provided in a coordinated, comprehensive manner. This is team-based health care with a patient having an entire team responsible for their health care. In addition to a Primary Care Manager, there will be a registered nurse and/or hospital corpsman and/or medical assistant assigned to the health care team. Additional physicians/providers are also part of the team to fill in during absences. This team will partner with every patient to fulfill administrative requests and provide additional medical services.
The goal of Internal Medicine Medical Home Port is to provide better access, continuity, wellness and disease management for patients. By standardizing primary care services and enhancing access and continuity, NHB has improved the partnership between the patient, primary care provider and primary care team, and where appropriate, the patient’s family. This partnership has focused on sustaining and enhancing wellness for patients as well as providing efficient delivery of comprehensive health care services, based on the patient needs.
Customer satisfaction surveys are indicating that NHB’s patient-centered care approach is working.
One patient at a time.
| Date Taken: | 06.10.2016 |
| Date Posted: | 06.14.2016 12:24 |
| Story ID: | 201072 |
| Location: | BREMERTON, WASHINGTON, US |
| Web Views: | 713 |
| Downloads: | 0 |
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