The West Texas VA Health Care System has been recognized nationally for significantly improving its primary care provider overall rating as measured by the Provider and System Consumer Review Survey.
This achievement places West Texas Veterans Affairs among the top 10 most improved VA facilities in the nation for primary care provider satisfaction in 2024, demonstrating our deep commitment to enhancing Veteran care. is reflected.
This distinction was announced by the Office of Veterans Experience and the Patient Healthcare Experience Survey (SHEP) team as part of the Fiscal Year 3rd Quarter 2024 “Most Improved Insights Initiative.” The initiative, which involved 18 VA facilities across the country, demonstrated measurable improvements in patient satisfaction and identified key practices and strategies that led to success.
Certified nurse Anneme Baker listens to the heart of Navy veteran Stacey Grice
This evaluation highlighted the facility's improvements in how veterans perceive their primary care providers.
culture of improvement
Director Keith Bass said this honor is a tribute to the dedication of the facility's health care workers.
“This recognition reflects the hard work, compassion and innovative spirit of our staff,” Bass said.
Patient satisfaction, as measured by the SHEP survey, plays an important role in identifying areas of success and areas for improvement across VA facilities. The survey collects feedback from veterans about their experiences with provider communication, care coordination, staff responsiveness, and more. This insight is essential to ensuring that veterans receive the highest quality care in an environment that prioritizes respect, trust, and excellence.
Big Spring's experience provides a learning opportunity for other VA facilities.
“Your journey and your willingness to share your insights has provided a valuable learning opportunity for all of us,” the award states. “The practices and approaches you have implemented to achieve these impressive results are truly inspiring and contribute significantly to the broader mission of improving veteran care.”
Focus on veteran-centered care
Purple Heart veteran Andres Rios has his vitals checked by Ashlyn Forbush, a licensed vocational nurse.
One strategy that contributed to the improvement was a focus on building trust and strengthening the patient-provider relationship. Through targeted training and process improvements, healthcare providers are encouraged to spend more time engaging with patients, addressing their concerns, and explaining the plan of care in clear and compassionate language. will be done.
Veteran satisfaction also comes from improved work efficiency. Efforts to streamline appointment schedules, reduce wait times, and enhance follow-up care have created a more seamless and satisfying experience for veterans.
evaluate dedication
Veterans have noticed a change. In recent survey feedback, patients praised their healthcare providers' professionalism, kindness, and attentiveness. Said Navy Veteran Richard Yanez: I love the care I receive here. It gets better and better with each visit. ”
Our commitment to excellence extends beyond our medical staff to our management team, support personnel, and leadership. Their efforts ensure that every veteran who walks through our doors receives the care and respect they deserve.
“This recognition is what keeps us moving forward,” Bass said. “While we celebrate this accomplishment, we also understand that improvement is a continuous journey. Our goal is to build on this momentum and continue to provide the highest level of care to our Veterans. .”
Looking to the future
For staff and leaders, this recognition is both an honor and a challenge. While they celebrate the progress they have made, they remain focused on maintaining and expanding on the improvements that earned them this honor.
“Improving the veteran experience is not a one-time accomplishment, but an ongoing effort that we strive for every day,” said Bridget Holmes, Director of Veteran Experience. “We remain committed to listening to our veterans, learning from their feedback, and providing them with the excellent care they deserve.”
