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Suggested Citation:"Appendix P: Patient Satisfaction." Institute of Medicine. 1998. Adequacy of the VA Persian Gulf Registry and Uniform Case Assessment Protocol. Washington, DC: The National Academies Press. doi: 10.17226/6084.
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Suggested Citation:"Appendix P: Patient Satisfaction." Institute of Medicine. 1998. Adequacy of the VA Persian Gulf Registry and Uniform Case Assessment Protocol. Washington, DC: The National Academies Press. doi: 10.17226/6084.
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Suggested Citation:"Appendix P: Patient Satisfaction." Institute of Medicine. 1998. Adequacy of the VA Persian Gulf Registry and Uniform Case Assessment Protocol. Washington, DC: The National Academies Press. doi: 10.17226/6084.
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Suggested Citation:"Appendix P: Patient Satisfaction." Institute of Medicine. 1998. Adequacy of the VA Persian Gulf Registry and Uniform Case Assessment Protocol. Washington, DC: The National Academies Press. doi: 10.17226/6084.
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Suggested Citation:"Appendix P: Patient Satisfaction." Institute of Medicine. 1998. Adequacy of the VA Persian Gulf Registry and Uniform Case Assessment Protocol. Washington, DC: The National Academies Press. doi: 10.17226/6084.
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Suggested Citation:"Appendix P: Patient Satisfaction." Institute of Medicine. 1998. Adequacy of the VA Persian Gulf Registry and Uniform Case Assessment Protocol. Washington, DC: The National Academies Press. doi: 10.17226/6084.
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Appendix P Patient Satisfaction You were recently evaluated as part of the Veterans' Administration (VA) special program for diagnosis of Persian Gulf veterans' health problems. We are interested in finding out about your experiences with the care you received as part of this special program. Please take a few moments to answer the following questions regarding your impressions of, and satisfaction with, the services you received. Getting an Appointment 1. How did you first find out about the special Persian Gulf program at the VA? Newspaper Letter sent to me From my local VA facility Friends or fellow veterans ~ ~ Other, please explain 2. Were you able to schedule your first clinic appointment as soon as you wanted? Yes No 187

188 ADEQUACY OF THE VA PERSIAN GULF=GISTRYAND UCAP 3. From the time you first contacted the VA and informed them that you wished to participate in the special Persian Gulf program, how long did it take before you were first seen? Less than 2 weeks 2 weeks to less than 1 month lto3 months ~ ~ More than 3 months 4. Was the VA facility where you had your first Persian Gulf examination convenient for you to get to? [ ~ Yes [ ~ No Clinic Visits 5. How many appointments were scheduled for you? 6. Were you able to keep all appointments scheduled for you? Yes [ ~ No. If no, please briefly explain why 7. How long did it take to complete the entire evaluation for your health problems? [ ~ Less than 2 weeks (if your evaluation was completed during the first visit, check this box) [ ~ 2 weeks to less than 1 month [ ~ lto3 months [ ~ More than 3 months. Please enter number of months here [ ~ My evaluation has not been completed. 8. Did any of your visits take place at more than one VA facility? [ ~ Yes L ~ No 9. Are you continuing to receive health care services from the VA? Yes, I am continuing with the special Persian Gulf program. ~ ~ Yes, I have completed the special Persian Gulf program, but am continuing to receive services which were recommended to me during the Persian Gulf examinations. L ~ Yes, I am continuing to receive services from the VA but they are not related to the special Persian Gulf program. ~ ~ No

APPENDIX P In the Provider's Office 189 1 O. Did you understand the purpose of the special VA program for Persian Gulf veterans when you arrived for your first appointment? ~ ~ Yes [ ] No If No, to question 10, did the people at the VA facility explain the purpose of the program to you when you arrived for your appointment? Yes ~ ~ No 11. Did the provider evaluating you listen to what you had to say? Yes, completely Yes, somewhat No ~ ~ I had nothing to discuss 12. Did this provider take you seriously? Yes, completely ~ ~ Yes, somewhat [ ~ No 13. Did this provider seem knowledgeable about Gulf War-related symptoms? Yes, completely Yes, somewhat ~ ~ No 14. Did you have confidence and trust in the provider you saw? Yes, completely Yes, somewhat No. Please explain why not 15. Did the provider explain why you needed tests in a way you could understand? Yes, completely Yes, somewhat No I did not need any tests

190 ADEQUACY OF THE VA PERSIAN GULFREGISTRY AND UCAP 16. After tests were done, did the provider explain the results in a way you could understand? Yes, completely Yes, somewhat Somewhat Not at all Did not need an explanation Did not yet get results ~ ~ Did not need any tests 17. Did the provider evaluating you recommend any test or other procedures which you did not receive? Yes ~ ~ No If Yes to question 17, what was the reason you did not receive the recommended testis)? I am still waiting to have the testis) completed ~ ~ I chose not to have the testis) done even though they were recommended It is not convenient for me to have the testis) ~ ~ Other. Please explain 18. Did the provider you saw seem to think that your symptoms were due to: (Check ALL that apply) A medical problem related to service in the Gulf War A medical problem not related to service in the Gulf War A psychological problem related to service in the Gulf War A psychological problem not related to service in the Gulf War "Stress" Provider didn't know Other. Please explain

APPENDIXP Overall Impressions 191 19. Please rate your satisfaction with various aspects of the health care you received as part of the VA special Persian Gulf program. A. At your local VA 1 1 .1 1 very unsatisfied B. At the regional VA referral center ~ ~ Not applicable very unsatisfied C. At the Persian Gulf VA referral center ~ ~ Not applicable 1 1 very unsatisfied D. From the providers who first evaluated you at your local VA 1 1 1 very unsatisfied very satisfied very satisfied very satisfied very satisfied E. From the specialists or consultants whom you have seen during any part of your evaluation at any facility in the special Persian Gulf program ~ ~ Not applicable very unsatisfied very satisfied 20. If you could have free care outside the VA for your health problems, would you choose to go to the VA again? 1 1 1 1 1 Definitely would not Definitely would 21. Have you sought an evaluation from a health care provider outside the VA for what you believe to be Persian Gulf-related health problems? [ ] Yes ~ ~ No

192 ADEQUACY OF THE VA PERSIAN GULFREGISTRY AND UCAP If yes to question 21, please indicate the type of provider (check ALL that apply) Personal doctor ~ ~ A doctor who I learned about and who was interested in problems related to the Persian Gulf ~ ~ A health care provider other than a physician. Please describe 22. Would you prefer to receive care for your problems outside the VA system? Yes No

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As mandated in Public Law 103-446, the Department of Veterns Affairs (VA) asked the Institute of Medicine (IOM) to review its Uniform Case Assessment Protocol (UCAP) for Persian Gulf veterans. The purpose of the program is to provide a systematic, comprehensive medical protocol for the diagnosis of health problems of Persian Gulf veterans. This report is the third in a series of studies by IOM reviewing the protocols used by the VA and the Department of Defense to diagnose the health complaints of Gulf veterans. The committee reviews and makes recommendations concerning the adequacy of the medical protocol and its implementation by the VA, as well as the VA's outreach and education efforts aimed at informing Persian Gulf veterans and their care providers of the purpose and availability of this program. In addition, the report contains as appendixes the findings and recommendations of the previous reports, as well as those of two related IOM reports on Health Consequences of Service During the Persian Gulf War.

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