VA Strategy & Budget Analysis

Bridging Patient & Customer Experience at Veterans Affairs (VA)

Bridging Patient & Customer Experience at Veterans Affairs (VA)

How focusing on OIT upgrades and Veterans Experience Office Funding will enhance the Veteran's experience.

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.

Download to continue reading about:

  • Top 7 Customer Demands
  • 6 Key Themes of CX for the VA

Your Roadmap to Patient Experience for Veterans Excellence

Your Roadmap to Patient Experience for Veterans Excellence

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.

The VA’s Top 11 Areas of Improvement

The VA’s Top 11 Areas of Improvement

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. 

Learn more about how Veterans Affairs is leveraging next gen solutions and cutting-edge strategies to successfully tackle:

  • Transforming the customer experience
  • Mission Act implementation
  • Electronic Health Record Modernization (EHRM) 
  • Business systems optimization
  • Suicide prevention