ICE promotional poster

Patient ICE Feedback System Debuts Online

by Staff Sgt. Corey Hook

Wilford Hall ICE kiosk

Senior Airman Lindsey Antonovich uses an Interactive Customer Evaluation (ICE) kiosk at Wilford Hall Ambulatory Surgical Center Joint Base San Antonio-Lackland, March 20. Patients who receive care in San Antonio Military Health System facilities can provide feedback at ICE kiosks or online. Antonovich is a cardiopulmonary technician assigned to the 59th Training Squadron. (U.S. Air Force photo/Staff Sgt. Corey Hook)

JOINT BASE SAN ANTONIO-LACKLAND, Texas – The Department of Defense has created a fast, easy way for patients to provide feedback on healthcare services they receive at San Antonio Military Health System facilities.

Military treatment facilities in San Antonio are using the Interactive Customer Evaluation (ICE) system to improve services provided to beneficiaries. To access ICE, patrons are encouraged to visit

In addition to ICE being available on any computer with internet access, there are five kiosks conveniently located at Wilford Hall Ambulatory Surgical Center, Reid Clinic, North Central Federal Clinic, and Randolph Clinic. If the internet is inaccessible, comment cards and drop boxes are located at all WHASC clinics.

“The goal of ICE is to provide a centralized system where patients can provide feedback on their experience of care,” said Master Sergeant Beatris Douglass, 59th Medical Wing patient advocate. “Patients also have the ability to view service providers’ satisfaction ratings from previous surveys.”

ICE aims to encourage communication across organizations by comparing best practices to increase performance results. It also gives leadership timely data on service quality. “The feedback is beneficial to our mission for improving the health of our Airmen and their family members,” said MSgt Douglass. “It identifies areas of opportunity and ideas to improve upon them, as well as instilling a patient-centered culture.”

“Our goal is to ensure all patients not only leave our facilities healthy, but thoroughly satisfied and confident in the services they received,” she added.

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