DoD Dental Patient Satisfaction Reporting and Management Tool Tutorial

1. DoD Dental Patient Satisfaction Reporting and Management Tool Tutorial This tutorial is designed to introduce the functions and capabilities of this new web-based program. Completion of this tutorial will allow the user to easily extract the variety of patient reported information available. Read all instructions and explanations shown in RED on each slide. Approximate time to complete the tutorial is 10 minutes.

2. Tri-Service Center for Oral Health Studies website address is: www.usuhs.mil/tscohs/index.shtml Click here to View Survey Reports and to monitor Surveys Received

3. Enter UserName and Password provided by TSCOHS. Contact TSgt Beauchamp (sbeauchamp@usuhs.mil ) for access. Click here after entering UserName/Password.

4. CLINIC NAME This means the quarter has not been closed. The quarter is closed around the 20th of the month following the end of each quarter. This allows patient survey responses from the quarter to be received. The “Incomplete Quarter" message will NOT appear when a quarter is closed.

5. The Main Menu Bar allows the user to select the type of report to be viewed. The SURVEY REPORTS screen is shown. Required: Select the Service, Command, DTF, and Reporting Period of interest CLINIC NAME Drop down menu allows user to choose quarter to view Drop down menu allows user to view patient Satisfaction Reports by type of dental visit (Endo, Pros, etc.) Quarterly Satisfaction Report for the selected DTF Demographic distribution of survey respondents The Quarterly COMMAND Reports providing DTF comparisons on key patient satisfaction questions. These reports show ONLY those respondents who are NOT satisfied.

6. CLINIC NAME The Quarterly Satisfaction Report is most commonly viewed, so we will examine it in detail on the next slide. Quarterly Satisfaction Report for the selected DTF

7. This report provides both the MEAN of patient responses and the PERCENT of patients that were satisfied, for each survey question. DTF, Command, Service, and DoD scores are provided for comparison. CLINIC NAME To display a graph showing the full distribution of patient responses, simply click on the question. Arrows show statistically significant differences. Green (sig. higher) Red (sig. lower)

8. CLINIC NAME This an example of a patient response distribution graph, for the Overall Satisfaction with the Clinic question.

9. CLINIC NAME On the next slide we will examine the Satisfaction Demographics reports in more detail. Demographic distribution of survey respondents

10. CLINIC NAME Bar graphs showing the distribution of patients who responded to the survey are available by clicking on the links below. Patient reported waiting period to get their appointment. For example: A graph showing patient reported waiting period to schedule an appointment is shown on the next slide.

11. CLINIC NAME This is an example of a patient demographic graph, showing patient reported waiting time to get an appointment.

12. Note: To create demographic graphs for a specific type of dental visit (general dentistry, oral surgery, endodontics, etc.), simply select it as MAIN PURPOSE OF VISIT on the first Survey Reports Screen. This is an example of a patient demographic graph, showing patient reported waiting time to get an appointment.

13. CLINIC NAME Quarterly DTF Reports are available at the close of a quarter to show DTF comparisons within a Command for questions 13 and 21. The Quarterly COMMAND Reports providing DTF comparisons on key patient satisfaction questions.

14. CLINIC NAME Insight may be gained by focusing on the responses of patients who have reported low levels of satisfaction. Remember that the Low Satisfaction Reports are available for viewing throughout the quarter. The next slide shows an example of a Low Satisfaction Report. NOTE: Low Satisfaction reports are available throughout the fiscal quarter and are useful for monitoring patient satisfaction during sample collection, and identifying areas for improvement before Quarterly Reports are available. Satisfaction report show only those who mark other than satisfied responses with their Care. Satisfaction report show only thosewho mark other than satisfied responses with their DTF.

15. Note: On question 21, only 17 patients out of all the surveys received from this clinic answered in the other than satisfied range on the survey. This report is a tool to help the clinic know how the unsatisfied patients responded to the other questions on their survey. CLINIC NAME COMMAND NAME Areas with low scores provide insight into the reasons these patients are reporting low satisfaction with the clinic, and may be targeted for improvement. Note: Sometimes you can compare these scores to the patient comments to give additional insight. This particular clinic had several negative comments by the patients about a person assigned to the front desk.

16. CLINIC NAME For DTFs taking advantage of the available email surveying, Real-Time Patient Comments are available by clicking this link.

17. If you check this box, the comments will be broken out by list categories below. If you check this box, the comments from all of the categories below will be combined into one print out. If you only want the comments from one (or a few) of the categories listed (i.e. Exams), only check the box(es) of the categories you want.

18. Click here to select comment start date

19. Click on these arrows to move the calendar back and forth between months. Click on the start date you want to view comments from

20. After selecting your start date, click here to select your end date

21. Click on the end date you wish to view comments from. Most users select the current date.

22. Note: The date that will appear next to the patients’ comment is the patients’ actual appointment date, not the date the survey was completed. After selecting the dates you wish to view comments from, click “Get Comments” to view.

23. This means the quarter has not been closed. The quarter is closed around the 20th of the month following the end of each quarter. This allows patient survey responses from the quarter to be received. The “Incomplete Quarter" message will NOT appear when a quarter is closed. CLINIC NAME

24. Clicking here displays the TRENDING REPORTS screen (shown below) CLINIC NAME Select the starting and ending fiscal quarters over which you wish to produce a trending graph Select the organizational level to trend the selected survey question Select the type of question you want to trend If you choose to trend “Satisfaction” questions, select from the “Satisfaction” drop down menu what you want to trend. Click here to generate a trending report. You can also trend by Mean scores.

25. CLINIC NAME If you choose to Trend “Demographic” questions, select from the Demographic drop down menu what you want to trend.

26. CLINIC NAME This an example of a “Satisfaction” trending report for “Appointment Wait Time” from fiscal years 2002 - 2008. Reports may cover any sequence of fiscal quarters desired.

27. Clicking here displays the SERVICE-WIDE REPORTS screen (shown below) The SERVICE-WIDE Reports provide command comparisons on key patient satisfaction questions, and other reports used at the corporate dental level.

28. Thank you for completing the tutorial Click the Patient Satisfaction Reports link on the Tri-Service Center for Oral Health Studies website http://www.usuhs.mil/tscohs/index.shtml to work with the new DoD Dental Patient Satisfaction Reporting and Management Tool. Questions? TSGT Scott Beauchamp sbeauchamp@usuhs.mil DSN: 285 - 6950