VETERAN'S PATIENT EXPERIENCE
Jennifer Purdy is being recognized for her leadership in efforts to improve veteran’s patient experience. Overall, in a year, Veterans Health Administration (VHA) Provider Rating increased from 64 percent to 67 percent and VHA Trust Score increased from 85 percent to 87 percent. Also, 64 percent of VAMCs (81 facilities) have improved in Hospital Consumer Assessment of Health Providers and Systems (HCAHPS), inpatient overall rating. And 74 percent of VAMCs (107 facilities) have improved in HCAHPS outpatient experience rating. Most exciting, VA is now outpacing the private sector in PX improvement. On average, the private sector improves at 0.5 percent annually, while VA is improving at 1 percent annually.
The Patient Experience Directorate (PX) has traveled the country implementing the framework and two unique training programs; Own the Moment (OTM) and WECARE Leadership Rounding. The framework was built around a customized PX improvement plan developed from a facility “self-assessment”. The self-assessment captures over 100 qualitative and quantitative data points, followed by an in-depth analysis of the facility’s patient and employee satisfaction data. Based on this work, a plan outlining facility-specific recommendation is developed for an improved patient and employee experience.
OTM training is modeled from America’s leading service companies and employs human design principles to encourage the delivery of positive customer experience. The training is designed to support and empower frontline employees with the knowledge and skills for the delivery of exceptional customer service and a world-class Veteran experience. OTM was designed to explain the difference between customer service and customer experience (CX). Introducing a set of CX principles that guide interactions with VA customers, and provides employees with the flexibility to ensure they do what is right. To date, PX has trained close to 90,000 employees in this CX methodology.
The PX team also developed and implemented WECARE Leadership Rounding, based on best practices from Geisinger Health System, Stanford Health Care, the Studer Group, and UCLA Health System. This program allows leaders to hear first-hand what is going well and what issues need to be addressed within the organization. These programs are facilitating a cultural shift from traditional and bureaucratic rules-based operation to patient-focused behaviors. Both OTM training and WECARE Leadership Rounding provide consistent engagement with Veterans that explores empathy and human connections, while building trusted relationships.
SERVICE TO THE CITIZEN AWARD WINNER
EXECUTIVE DIRECTOR, PATIENT EXPERIENCE DIRECTORATE,
VETERANS EXPERIENCE OFFICE (VEO)
From facility leadership to front-line employees the change has started. The PX Directorate will continue refining the training and work to train every VA employee involved in PX to ensure each Veteran experiences the best possible journey. A customized PX improvement plan is developed based on a facility self-assessment. The self-assessment captures over 100 qualitative and quantitative data points, followed by an in-depth analysis of the facility’s patient and employee satisfaction data. Based on this work, the PX Directorate builds a plan outlining facility-specific recommendations for the improvement of patient and employee experience. A presentation of the plan is provided to facility leadership for approval and implementation and VA PX toolkits/solutions are then deployed across the facility.