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VA Healthcare-VISN 4

 

Measuring Success

Cover Stories

Measuring Success

Rating each Veteran's experience with VA

VE is designed and measured from the Veterans' point of view. The Office is using four dimensions to measure each Veteran's experience with VA. Together, positive experiences with effectiveness, ease, and emotion will increase trust in VA.

  • Trust – "I trust VA to fulfill our country's commitment to Veterans."
  • Effectiveness – "I got the service I needed."
  • Ease – "It was easy to get what I needed."
  • Emotion – "I felt like a valued customer."

Effectiveness and Ease are planned and delivered by well-designed systems. Emotion is delivered by employees' abilities to connect with Veterans through their hearts.

Veterans will notice questions related to these three dimensions popping up on VA surveys, and employees will notice benchmarks related to them popping up in performance plans.

Trust in VISN 4

The Survey of Healthcare Experience of Patients now measures each Veteran's experience with VA and gauges their trust in VA through four "Trust in VA" statements. The charts below show the percent of responses between October 2015 and April 2016 that were either "strongly agree" or "agree". Responses are divided into three segments: outpatients receiving primary care and mental health care (PCMH), inpatients, and patients receiving specialty care.

"I got the service I needed." (Effectiveness)

Nationally, 79.3 percent of outpatients receiving primary care and mental health care agreed with the statement "I got the service I needed." In VISN 4, 86.4 percent of outpatients agreed. Nationally, 88 percent of inpatients agreed with the same statement; in VISN 4, 88.5 percent of inpatients agreed. Nationally, 80.3 percent of patients receiving specialty care agreed that they got the service they needed; in VISN 4, 84.3 percent of specialty care patients agreed.

Bar graph showing percent of outpatients who agreed with the statement 'I got the service I needed.'

"It was easy to get the service I needed." (Ease)

Nationally, 70.6 percent of outpatients receiving primary care and mental health care agreed with the statement "It was easy to get the service I needed." In VISN 4, 80.7 percent of outpatients agreed. Nationally, 81.7 percent of inpatients agreed with the same statement; in VISN 4, 84.3 percent of inpatients agreed. Nationally, 70.3 percent of patients receiving specialty care agreed that they got the service they needed; in VISN 4, 74.7 percent of specialty care patients agreed.

Bar graph showing percent of outpatients who agreed with the statement 'It was easy to get the service I needed.'

"I felt like a valued customer." (Emotion)

Nationally, 72.7 percent of outpatients receiving primary care and mental health care agreed with the statement "I felt like a valued customer." In VISN 4, 81.8 percent of outpatients agreed. Nationally, 82.9 percent of inpatients agreed with the same statement; in VISN 4, 84 percent of inpatients agreed. Nationally, 73.5 percent of patients receiving specialty care agreed that they got the service they needed; in VISN 4, 78.5 percent of specialty care patients agreed.

Bar graph showing percent of outpatients who agreed with the statement 'I felt like a valued customer.'

"I trust VA to fulfill our country's commitment to Veterans." (Trust)

Nationally, 67.9 percent of outpatients receiving primary care and mental health care agreed with the statement "I trust VA to fulfill our country's commitment to Veterans." In VISN 4, 76.5 percent of outpatients agreed. Nationally, 80.8 percent of inpatients agreed with the same statement; in VISN 4, 84.9 percent of inpatients agreed. Nationally, 68.1 percent of patients receiving specialty care agreed that they got the service they needed; in VISN 4, 72.3 percent of specialty care patients agreed.

Bar graph showing percent of outpatients who agreed with the statement 'I trust VA to fulfill our country's commitment to Veterans.'
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