As healthcare transforms across the VA, delivering excellent patient experience has become a top priority across the department. From establishing new veteran policies focusing on overall experience and implementing new-age technology, The Department of Veterans Affairs is seeking practical but innovative ways to enhance the quality of care given to patients.
The Patient Experience for Veterans 2020 Conference is strategically designed to increase awareness of emerging efforts to establish patient satisfaction through the VA care continuum. Our esteemed speakers will shed light on emerging initiatives such as API integration, policies, and developing programs and ideas to effectively provide top care to our Veterans.
New technologies being implemented by the Department of Veteran Affairs are revolutionizing healthcare for veterans throughout the United States. For example, the VA’s telehealth service uses health informatics, disease management and technology, such as the VA’s Video on Demand, to deliver convenient to deliver convenient accessible health care to veterans.
This is just the start of the revolution in VA healthcare, as emerging technologies are opening up a world of possibilities, not only in the delivery of healthcare but also in the early diagnosis and prevention of disease.
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If there is a lingering question in the customer experience world, it is “does it really matter?” The answer is almost always yes, but it can be hard to make the case for customer-centricity in super-impersonal, transactional environments like manufacturing supplies.
With patient experience, the ramifications are obvious. Veteran’s lives are on the line. The quality of the experience directly impacts customer “choice” when it comes to smaller-scale providers, dentists, post-acute care, senior-living facilities, etc.
Customers may not have a “choice” in major medical/emergency situations, but the experience could determine the viability of collecting payment, as well as the patient’s likelihood to schedule follow-ups with the surgeon or recommend the hospital to others who do have a choice. Because of these factors, customer experience and patient experience, right down to the metrics in which success is measured, are increasingly similar disciplines.
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Charting the course towards PX excellence
We invite you to use this roadmap as your operating model towards PX excellence. It builds upon the Patient Experience for Veterans Domains, providing an adaptable approach based on five key action-oriented stages. Start and maintain the dialogue about patient experience. Follow suit by taking deliberate actions towards your journey to PX excellence.
The VEO Patient Experience (PX) and the VEO Insight & Design teams designed this infographic in partnership with the Veterans Health Administration. This roadmap integrates ideas from VA facility leaders with best practices from the best in class private sector health systems. This roadmap is uniquely designed for VHA.
Roadmap courtesy of Jeffrey Tennen.
On May 31, 2019, the VA released an updated version of their FY 2018 - 2024 Strategic Plan. In this document, they outlined 11 priorities and areas of focus. The following is a summary of the 11 key areas of improvement outlined in the strategic plan along with updates, recent developments and budget highlights.
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Justify your attendance by getting a sneak peak at the current attendee snapshot for Patient Experience for Veterans.
PEX Advisory Board's newest members Mohamed Saleh and Connie Flores join Seth Adler to discuss Hartford Healthcare's values in leadership communication and change management. Mohamed says: "We've recognized that to improve patient experience, it requires to improve employee experience as well. And that requires the organization to feel respected and trusted."