Naval Hospital Jax has new tool for patient feedback

ICE is a web-based customer feedback tool that can be accessed from your home computer or using one of the new kiosks, known as ICE boxes, which are conveniently located throughout the hospital and at the branch health clinics.

Patients and visitors may submit online comment cards to rate the healthcare services they receive during a recent visit or inpatient stay. ICE may also be used to make suggestions or compliment the staff. ICE provides patients with general information such as location, hours of operation and answers to frequently asked questions. It permits the patient to view a "report card" for any service area and see how others rate the service.

When a patient submits a comment card, the ICE system generates an e-mail directly to the service provider. If the patient requests a response, the manager will make contact within three business days.

The system also generates reports, allowing managers to monitor customer satisfaction in their areas of responsibility. This timely information enables the staff to evaluate existing services, recognize deserving staff members and consider suggestions provided on ICE. ICE allows hospital leadership to receive candid patient feedback and tailor the services to meet the needs of military families. ICE is a clear signal to patients that customer service is a top priority for the entire staff.

ICE is available on the hospital's Web site at navalhospitaljax.med.navy.mil. For more information about ICE or to learn how you can provide feedback, contact the Customer Relations Office at 542-9175.