“Halfaker and Associates, LLC (halfaker.com), a technology solutions provider within the Federal Government’s health, intelligence, defense and security sectors has partnered with Medallia, Inc. (www.medallia.com), the global leader in customer experience management software, and Deloitte (www.deloitte.com), a market leader in customer experience, to transform how VA measures, collects, and acts upon Veteran and employee feedback through the Veteran Oriented Interactive Customer Evaluation (VOICE) program.”
“As the nation’s largest integrated health care system with more than 1,200 facilities including hospitals and clinics with over 300,000 employees, VA provides critical healthcare services to more than 9 million Veterans. Halfaker, Medallia, and Deloitte work hand-in-hand with VA leadership to weave the Veteran voice into the agency’s regular operations and healthcare service delivery through the collection survey data that is used to transform the Veteran experience.”
“VOICE is built on Medallia Experience Cloud™, one of the first cloud applications implemented within VA, as part of its holistic approach to measuring customer and employee experience. VOICE distributes surveys to Veterans via secure email after set interactions with VA, giving Veterans an opportunity to provide honest feedback along every step of the Veteran Journey Map. VOICE aggregates, analyzes, and displays survey and comment responses via interactive dashboards and comprehensive modules, allowing VA leadership to drive needed service improvement actions. VOICE also ingests information from nearly 200 open social media sites to support and resolve Veteran’s responses that may indicate Veteran homelessness or suicide risk. As a testament to its broad-ranging impact, VOICE has received the 2018 FedHealth IT Innovation Award in recognition of work completed in support of improved Veteran care…” Read the full announcement here.
Source: Award Winning Real-Time Feedback Program Delivers Better Patient Engagement to the Department of Veterans Affairs (VA) – August 16, 2018. PRNewswire.