Brooke Army Medical Center Community

Brooke Army Medical Center
Seeking mystery shoppers to help improve patient experience

Seeking mystery shoppers to help improve patient experience

Story by Lori Newman on 01/31/2019

Retail stores often use secret shoppers to improve customer service. Brooke Army Medical Center is now implementing a similar concept to improve patient experience.

The Mystery Shopper Program is an Army Medical Command initiative to help military treatment facilities and clinics improve care for patients.

“We are trying to improve and enhance our patients’ experience,” said Maria Guerrero, chief of the Patient Experience Branch at BAMC. “Getting direct feedback from our patients is a great way to do that.”

BAMC volunteers will be making the rounds to several different clinics to ask patients for feedback after their appointment. The patient will be asked to fill out a simple, six-question survey about the appointment, to include timeliness, courtesy of staff and if there was adequate information provided during to appointment.

“This is a great opportunity, because the appointment is fresh in their mind,” she said.

The volunteer will visit different clinics Mondays, Tuesdays, Wednesdays and Fridays to hand out the survey.

If patients would like to participate in the Mystery Shopper Program, they also can stop by the Patient Experience Office to pick up a form before or after their appointment. The form can then be returned to the same office.

“Anytime a patient has any type of concern they can come see us or give us a call,” Guerrero said. “We are here to help them.”

The Patient Experience Office is on the first floor by the main entrance to the hospital. Patients can call 210-916-2330 or stop by between 7:30 a.m. and 4:30 p.m. Monday through Friday.

Another way for patients to get involved and help improve their health care experience is by joining the Patient Family Advisory Council (PFAC), which meets monthly. The meetings are approximately one hour and are planned for the day and time that best meets the schedules of the beneficiary members.

PFAC committee provides a “Voice-of-the-Customer” forum to facilitate dialogue between BAMC leadership and representatives of the beneficiary population about the scope and availability of services, clinical quality, and to provide feedback and suggestions on all aspects of the patient experience.

“This is a great way for our patients to have a voice and be part of the solution,” Guerrero said.

For more information or to sign up for the council, call 210-916-2330.

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