LYSTER ARMY HEALTH CLINIC LOOKS TO BENEFICIARIES FOR FEEDBACK

FORT RUCKER, Ala., May 12 -- The U.

S. Army issued the following news release:

Lyster Army Health Clinic looks to its beneficiaries for feedback in order to grow, improve and succeed.

The Army Provider Level Satisfaction Survey is sent to patients seeing providers at Lyster. The survey is used by the Army Surgeon General to measure patient satisfaction with the health care received at LAHC, according to Jan Carolan, LAHC patient advocate.

"It's a comprehensive survey that gives our providers and our leadership timely feedback from our beneficiaries," Carolan said.

The APLSS survey questions focus on overall satisfaction with the provider, support staff and the facility. Clinics use the survey to identify performance improvement initiatives, to identify and recognize the top performers in the staff, and to counsel or mentor providers and staff who need improving. The surveys also provide monetary incentives based on performance.

"Certain questions on the survey have performance-based incentives, such as No. 21, which asks about the overall satisfaction of the visit," said Carolan. "On question No. 21, if we meet or exceed 94.4 percent then Lyster can receive $500 per survey returned. If we fall below 83.3 percent, the facility can lose $500. Other questions have $100 incentives the facility can gain or lose."

"The money we receive from the survey is turned into appropriated fund money and can be used to buy furniture, equipment or send staff for educational training, which further enhances our patient satisfaction and helps our staff meet their beneficiaries' needs," added Col. Patrick Denman, LAHC and U.

S. Army Aeromedical Center commander.

Lyster has previously used the funds to purchase monitors, exam tables and continue renovations in the patient centered medical home area, Denman said.

Not only do the surveys provide money, but they also provide feedback for the providers and leadership at LAHC.

"APLSS feedback has been low in recent weeks, and I get it," said Denman. "Oftentimes when you come into Lyster and your experience is positive, you feel there is nothing to comment on because everything went well. Therefore, most beneficiaries do not feel the need to fill out the APLSS.

"Feedback is always good whether it's good, bad or ugly. We truly want your feedback. That is how we grow and do better for our patients," said Denman. "Healthcare is personal and how we engage with beneficiaries when they visit is important. We want to ensure that each and every visit is a positive experience.

"While most experiences may be pleasant, please don't leave Lyster unhappy. We are your advocates. If something has happened that you are not happy with, please come and tell us," continued Denman. "Sometimes we can explain it to you and there may be a reason why we have to do things a certain way that may have upset you, but then again maybe we have not paid attention and missed the mark.

"We need to know what made you upset so we can address it - we don't want anyone upset," he said. "One person upset is enough for me. You don't come to Lyster to leave upset."

He said people can contact their nurse, provider, or Carolan in Room J-125 or at 255-7229. They can also reach out via e-mail at lachpr@amed.army.mil.

"Truly, we are very fortunate. Our staff provides some of the best care not only in this area, but in the Army clinic inventory. I know it's because we have a wonderful population here at Fort Rucker, and a great, hard-working staff who strives every day to provide outstanding service to our beneficiaries. I need your feedback to ensure it stays that way," added Denman.

There are three ways to complete your APLSS to provide feedback for Lyster. The APLSS comes in the mail, and can be filled out and mailed back. The survey can also be completed on the Internet or can be taken by phone. Those interested in taking it by phone or Internet can look for the information in their mail out. For any query with respect to this article or any other content requirement, please contact Editor at htsyndication@hindustantimes.com