Technical Exhibit F MEMO Satisfaction Survey

DEFENSE HEALTH AGENCY

7700 ARLINGTON BOULEVARD, SUITE 5101

FALLS CHURCH, VIRGINIA 22042-5101

MEMORANDUM FOR Nutrition Care Foodservice Contract
SUBJECT: Nutrition Care Patient and Guest Satisfaction Surveys

1. References:

a. AR 40-3, Medical, Dental and Veterinary Care, Chapter 8-19, 23 Apr 13. b. TC 8-502, Nutrition Care Operations, Chapter 13, 5 May 15. 2. Proponent: The proponents for this memorandum are the Nutrition and Dietetics Consultant to the Army Surgeon General and the Chief, Nutritional Medicine Clinical Support Services, Defense Health Agency (DHA). 3. Applicability: Applies to contract Nutrition Care Food Services Military Treatment Facility (MTF) sites (Keller ACH, Irwin ACH, Weed ACH, General Leonard Wood ACH, Winn ACH) with inpatient and foodservice operations. 4. Purpose: Provides policy guidance on assessment procedures to evaluate the impact of nutrition services on the patient care and guest experience. This guidance is intended to assist the Nutrition Care Division (NCD) in evaluating and improving nutrition services.
5. Policy: NCD is important to an overall positive patient experience. Each MTF will administer the surveys enclosed to better capture inpatient and guest experiences.

6. Procedures:

a. Patient Satisfaction (Inpatients): At a minimum, NCD will use the Patient Satisfaction Survey (Encl 1) to assess the inpatient meal experience. NCD may add to the survey as appropriate for their facility or use the results from the TRICARE Inpatient Satisfaction Survey (TRISS) aimed to provide performance feedback that is actionable and will aid in improving overall quality of health care for all beneficiaries.
(1). Each NCD will use TRISS with nutritional comments annotated by the patient or complete a minimum of five surveys per week.
(2). Nutrition Care may administer surveys using several methods based on staffing; however, a personal visit from the NCD team is recommended. If staffing allows, a diet technician, patient room service supervisor, or cook will visit each patient to verbally complete the survey. If staffing does not allow for a personal visit,

other distribution options include, but are not limited to: (a) A survey may be placed on the patient's tray to complete during a meal period, determined by NCD. The patient may return the survey on their tray. This method may be best used for patients who would rather not be disturbed or are unreachable during meal hours.
(b) If possible, NCD staff should address patient comments as soon as