First Call Resolution and Do Not Call Back Policy

This policy requires first call resolution for all patients requesting appointments at all Air Force medical treatment facilities. Under this policy, beneficiaries will not be asked to call back for an appointment.

• Identification #: N/A
• Date: 6/5/2015
• Type: Memorandums
• Topics: Access, Cost, Quality, and Safety, Access to Health Care, Patient Satisfaction and Access, Patient Safety

MHS IM-IT Submission Form

Fill out the MHS IM-IT Submission Form to submit an idea to foster change to an IM/IT capability, policy/process, or system.

Patient-centered care in NCR top priority

Medical professionals gathered at the Joint Base Myer-Henderson Hall Community Center April 28 to discuss quality and patient-centered care during the National Capital Region Quality Conference: Perfecting Patient Care.

DHA Officials Talk Quality, Safety with Civilian Counterparts

Navy Rear Adm. Raquel Bono, director of the Defense Health Agency’s National Capital Region Medical Directorate, and Dr. Peter Pronovost, senior vice president for Patient Safety and Quality at Johns Hopkins Medicine, talk about improving the quality and safety of patient care.

First Call Resolution and Expeditious Reply to Patient Policy

This policy requires first call resolution for all patients requesting appointments at all National Capital Region Medical Directorate medical treatment facilities. Under this policy, beneficiaries will not be asked to call back for an appointment.

• Identification #: N/A
• Date: 4/27/2015
• Type: Memorandums
• Topics: Access, Cost, Quality, and Safety, Access to Health Care, Patient Satisfaction and Access

Navy, Air Force Collaboration Benefits Babies, Taxpayers

By combining resources in a joint initiative between Naval Medical Center Portsmouth and the 633rd Medical Group at Joint Base Langley-Eustis, more than $1.5 million of taxpayer money has been saved in less than a year.

AFMS follows aviation lead to high reliability

Following in the footsteps of aviators and nuclear engineers, the Air Force Medical Service is adopting the principles of high reliability with the goal of eliminating errors that lead to patient harm.

First call Resolution and Do Not Call Back Policy

This Army OTSG/MEDCOM policy identifies responsibilities of MTF commanders, primary care, specialty care and other stakeholders identified in the appointing process to ensure patient satisfaction for our beneficiaries; outlines use of alternative portals such as Army Medicine Secure Messaging, Nurse Advice Line and TRICARE Online; specific procedures are also identified to correctly transfer calls in accordance with existing access to care standards, referral management protocols, and proper use of managing clinic schedules to ensure appointing success the first time one of our patients seeks access.

• Identification #: OTSG/MEDCOM Policy Memo 15-019
• Date: 4/2/2015
• Type: Memorandums
• Topics: Access, Cost, Quality, and Safety, Patient Satisfaction and Access, Patient Safety, Access to Health Care

Credentialing and Privileging Program

This instruction updates and reissue policy and procedures for the Credentialing and Privileging Program for the Department of the Navy (DON) as part of the DON Clinical Quality Management Program (CQMP).

• Identification #: N/A
• Date: 3/27/2015
• Type: Instructions
• Topics: Access, Cost, Quality, and Safety, Quality of Care, Patient Safety, Patient Safety

Air Force Instruction 44-102: Medical Care Management

This instruction implements Air Force Policy Directive (AFPD) 44-1, Medical Operations, and provides guidance for the organization and delivery of medical care. It implements various publications of Department of Defense (DoD), recognized professional organizations, the Joint Commission (TJC), the Accreditation Association for Ambulatory Health Care (AAAHC) and appropriate health and safety agencies

• Identification #: N/A
• Date: 3/17/2015
• Type: Instructions
• Topics: Patient Safety, Quality of Care, Access, Cost, Quality, and Safety

Evaluation of the TRICARE Program Fiscal Year 2015 PowerPoint Slides

PowerPoint Slides for the Evaluation of the TRICARE Program: Access, Cost, and Quality, Fiscal Year 2014 Report to Congress is provided by the TRICARE Management Activity (TMA)/Office of the Chief Financial Officer (OCFO)—Defense Health Cost Assessment and Program Evaluation (DHCAPE), in the Office of the Assistant Secretary of Defense (Health Affairs) (OASD[HA]).This report presents results of quadruple aim strategic imperatives we continually monitor, trended over at least the most recent three fiscal years, where programs are mature and data permit. We assess MHS cost, quality, and access against corresponding civilian benchmarks by comparing values such as beneficiary-reported access and experience vs. results from the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey sponsored by the Agency for Healthcare Research and Quality (AHRQ), our quality measures vs. national expectations and results of the Joint Commission, and health-risky behavior vs. Healthy People 2020 objectives.

Evaluation of the TRICARE Program Fiscal Year 2015 Report to Congress

The Evaluation of the TRICARE Program: Access, Cost, and Quality, Fiscal Year 2015 Report to Congress is provided by the TRICARE Management Activity (TMA)/Office of the Chief Financial Officer (OCFO)—Defense Health Cost Assessment and Program Evaluation (DHCAPE), in the Office of the Assistant Secretary of Defense (Health Affairs) (OASD/HA).This evaluation report presents results trended over at least the most recent three fiscal years, where programs are mature and data permit. MHS cost, quality, and access data are compared with corresponding comparable civilian benchmarks, such as comparing beneficiary-reported access and experience to results from the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey sponsored by the Agency for Healthcare Research and Quality (AHRQ), comparing our quality measures to the national expectations and results of the Joint Commission, and comparing healthrisky behavior to Healthy People 2020 objectives.

Non-Availability of Patient Appointments at Medical Treatment Facilities

This policy is to be implemented immediately to ensure patients are not told to call back the next day for an appointment.

• Identification #: N/A
• Date: 2/12/2015
• Type: Memorandums
• Topics: Access, Cost, Quality, and Safety, Access to Health Care, Patient Satisfaction and Access

Continuing Health Education Update

Continuing Health Education Update presented to the Defense Health Board

Form Follows Function Pursuing a World Class System for Health

Form Follows Function: Pursuing a World-Class System for Health