341st MDG focused on enhancing patient experience
By Col. Christopher Phillips, 341st Medical Group commander
/ Published August 26, 2014
MALMSTROM AIR FORCE BASE, Mont. -- As the 341st Medical Group leadership began considering goals for the upcoming year, we created a long and important list of things we intend to do. While continuing to deliver high-quality, world-class health care, we also want our facility to be modern and aesthetically pleasing. In discussing what our primary focus would be this year, we kept coming back to patient satisfaction. What could we do to ensure that all our patients, from the active-duty Airmen posting out to the missile field, to our moms of young children trying to get care for a sick child, have a positive experience when they come to the medical group? So, "Enhancing the Patient Experience" will be our primary focus in the coming weeks and months.
We want to exceed our patients' expectations, not only in the quality of care, but also the overall patient experience. From the time you first talk to our appointment clerk, until you leave our facility with either your medication, advice, or a referral to a downtown specialist, we want you to have a positive patient experience. This will involve a concerted effort on the part of every member of our team. The patient experience is not specifically about your doctor, the pharmacy, and the appointment clerks; but rather your overall impression of your care. Our job is to provide quality care when you need it and eliminate excessive wait times in clinics, lab, and pharmacy and to do so in a safe, clean, welcoming environment.
One of the biggest drivers of patient satisfaction is access to care. To us, that means access to your Primary Care Team, when you need it, and how you need it. Many times, you may just have a question about a lab result or home care, and not require a face-to-face visit. To meet this specific need, we are offering MiCare, a secure messaging system which will allow you to talk to your provider team via email. In other instances, you might need immediate answers to a health-related question for you or a family member. Calling the Nurse Advice Line gives you instant, 24/7 access to a registered nurse that can provide advice and home care, and could save you time by preventing unneeded visits to an urgent care center or emergency room.
To make our Malmstrom Clinic the best it can be we also need your help. We may ask for feedback when you leave the clinic, or you may receive a survey in the mail or via telephone call. Please take the time to give honest, constructive feedback. If we do not know of concerns and issues, we cannot correct them. We may also ask some of you to serve on an advisory board, or focus groups to gather direct input from our patients on what we can improve upon.
One of the wing commander's three main priorities for the 341st Missile Wing is "Airmen and Families," and the Medical Group is a key component to that goal. The men and women of the 341st MDG are committed to delivering a world-class health care experience every time you walk through our doors.