VA Healthcare-VISN 4
Measuring Success
Measuring Success
To track the impact of our efforts, and to allow for real-time adjustments based on the evolving needs of Veterans, VISN 4 closely monitors a range of metrics, including:
Customer Satisfaction
VISN 4's scores are routinely among the top VISN scores nationwide.
In a survey of outpatients, VA asks Veterans about their satisfaction with their provider, communication with their care team, the care they received, and more. VISN 4 scored above the national average in all categories last year, and was the top-scoring VISN in the category of comprehensive adult behavioral exams.
National | VISN 4 | |
---|---|---|
Routine check up received as soon as needed | 52.4 | 61.8 |
Patient's rating of provider | 65.2 | 72.5 |
Discussed health goals | 64.4 | 66.7 |
Discussed difficulties in caring for self | 49.7 | 53.8 |
Self management support | 57.0 | 60.2 |
Access | 41.1 | 48.9 |
Comprehensive adult behavioral | 62.1 | 66.1 |
Shared decision making composite (medical decisions) | 59.7 | 64.3 |
Communication composite | 70.9 | 77.6 |
Office staff | 66.2 | 72.3 |
Care needed right away | 43.7 | 53.1 |
In a survey of inpatients, VA asks Veterans about their satisfaction with their care, the environment, and communication with their care team. VISN 4 scored right at or above the national average in all categories.
National | VISN 4 | |
---|---|---|
Communication with nurses | 93.5 | 93.3 |
Communication with doctors | 92.9 | 93.2 |
Communication about medications | 80.1 | 80.3 |
Responsiveness of hospital staff | 86.4 | 87.6 |
Discharge information | 84.7 | 87.1 |
Pain management | 88.6 | 90.2 |
Cleanliness of hospital environment | 90.4 | 90.1 |
Quietness of hospital environment | 84.6 | 86.0 |
Willingness to recommend hospital | 65.5 | 64.7 |
Overall rating of hospital | 64.3 | 65.1 |
Shared decision making | 74.0 | 74.4 |
Care transition | 49.7 | 48.4 |
Employee Satisfaction
2015 All Employee Survey scores show high employee satisfaction in the areas of customer service we provide, connection to the VA mission, and effective working relationships with their supervisor.
(Scale of 1-5, with 5 being the most favorable)
How satisfied do you think the customers of your organization are with the products and services it provides?
I feel a strong personal connection with the mission of VA.
Supervisors and team leaders understand and support employee family andpersonal life responsibilities in my work group.
I have received the training I need to do my job well.
I have an effective working relationship with my supervisor.
I feel comfortable talking to my supervisor about work-related problems even if I'm partially responsible.
If I am unsure of how to carry out a procedure, I am comfortable asking for help.
Quality and Timeliness of Operations
Most new patients to VISN 4 are seen within 30 days of their desired date, bringing the network's score above the national average.
Volunteer Services
In fiscal year 2015, VISN 4 was in the top 3 recipients of total VAVS impact in the Nation. VISN 4's total resource impact was more than $17 million!*
Seven VISN 4 facilities have a "No Veteran Dies Alone" program. During fiscal year 2015, these 127 volunteers dedicated 824 hours of service to providing companionship to hundreds of Veterans during their final hours.
Through VISN 4's Volunteer Transportation Network, 772 volunteer drivers made it possible for thousands of volunteers to receive needed and deserved health care during fiscal year 2015. Volunteer drivers must pass a physical examination, driver's license background check, and complete driver's training, in addition to all regular volunteer requirements. These volunteers accumulated more than 135,100 hours of service and more than 34,000 trips last year!
In 2016, VA Voluntary Service will celebrate 70 years of volunteer support and philanthropic donations to VA hospitals. Help us celebrate by signing up to volunteer!
*Editor's Note: Louis A. Johnson VAMC in Clarksburg, West Virginia, was realigned to VISN 5 effective October 1, 2015. As a result, data from this facility is included in these FY15 volunteer statistics.