A Study to Develop the Optimal Military Inter-Institutional Patient Referral Systems Model for DoD (Department of Defense) Military Medical Region III
Abstract
The purpose of this study was to identify the sources of problems related to the patient referral system and to develop the optimal military inter-institutional patient referral systems model for DOD Military Medical Region III. A convenience sample of 315 arriving and 343 departing patients at FAMC received a patient satisfaction survey developed by the researcher to identify potential areas of dissatisfaction. Eight of the referring facilities in DOD Region III also completed surveys describing their policies and procedures which were evaluated to determine discrepancies and potential sources for the dissatisfaction. Interviews were conducted with all FAMC personnel involved in either a direct or a support service role with the patient referral system. The researcher completed an air evacuation mission to identify problems impacting on the Armed Services Medical Regulating Office and Patient Airlift Center. The results of this study indicated that the single largest breakdown with the patient referral systems model related to patient preparation at both the sending and receiving hospitals. This factor alone appeared to have the most significance in determining overall satisfaction with the process from the patients' perspective. Other factors which directly affected patient satisfaction included transportation and housing. System constraints impacting on the overall process were lack of advance notification to the receiving service, the 48 hour reporting requirement for patient movement, and the requirement to regulate to the closest medical facility with capability to care for the patient. Keywords: Hospital administration; Customer satisfaction; Referral systems.
Document Details
- Document Type
- Technical Report
- Publication Date
- May 01, 1988
- Accession Number
- ADA211997
Entities
People
- Patricia K. Lovaas