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VA Healthcare-VISN 4

 

Measuring Success

2015 Annual Report

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.

Patient Centered Medical Home Survey
 NationalVISN 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.

Inpatient Dimensions of Care
 NationalVISN 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)

3.74How satisfied do you think the customers of your organization are with the products and services it provides?

4.27I feel a strong personal connection with the mission of VA.

3.85Supervisors and team leaders understand and support employee family andpersonal life responsibilities in my work group.

3.87I have received the training I need to do my job well.

3.91I have an effective working relationship with my supervisor.

3.85I feel comfortable talking to my supervisor about work-related problems even if I'm partially responsible.

4.19If 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.

FY 2015 New Patients seen within 30 days of desired date.

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.