VA: VA continues work to improve the patient experience with commitment to customer service

“VA assembled more than 450 VA health care decision-makers and clinicians, including all VA medical center directors in Washington D.C. last week for one purpose – improving the Patient Experience at VA. The 2019 VA Patient Experience Symposium allowed VA employees to share best practices and align in support of Secretary Wilkie’s prime directive, customer service…”

“The symposium may have re-emphasized VA’s commitment to customer service, but it didn’t start here. Over the past 18 months, the Veterans Experience Office has supported each VA Medical Center in some way, all VA Hospitals have implemented Red Coat Ambassadors, and more than 60,000 VHA employees have completed the Own the Moment Customer Experience Workshop. This in addition to the thousands of dedicated VHA employees who have challenged every process to ensure the Veteran was at the center, piloting and creating new projects – all to see what makes life easiest for their Veteran patients.”

“VA sites of care are more than just a brick and mortar building to stop by for a health care appointment. They are communities, supported by Veterans, their families, caregivers, survivors, veteran service organizations, volunteers and employees…” Read the full article here.

Source: VA continues work to improve the patient experience with commitment to customer service – By Beth Lamb, February 12, 2019. VA.gov.

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