Physicians are often not a party to the discussions on proposed and selected changes to patient experience processes. This session will explore how physician led recommendations and insight can help better serve our nation’s veterans as they seek quality patient experience.
Training employees using ICARE strategies
Ensuring service recovery is a primary tool used to fix real time situations
Enhancing patient experience by coaching employees on core values
Veterans are a patient group with unique needs, especially in the field of mental health. Patient Experience in this field is intimately intertwined with the actual care delivery. Creating a safe community for Veterans to discuss mental health issues is integral for adequate care, and this session will focus on the latest developments to make this a reality.
Private hospitals have long been at the forefront of development of the latest PX processes and technology acquisition. As more private care facilities become available to veterans through the Mission Act, it is important for there to be further collaboration and information sharing on PX matters between the VA and private health groups.
This session will look at how the VA’s patient advocate tracking system (PATS) has been used as a tool for cultural transformation at the VA. When combined with other PX programs, tools like PATS become revolutionary for improving PX processes.