Excellence in Patient Experience - Butler VA Health Care System
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Butler VA Health Care System


Excellence in Patient Experience

Butler VA staff holding signs that say We Love Our Veterans

At the Butler VA, we focus on improving the Patient and Employee Experience by demonstrating Servant Leadership, exhibiting the ICARE values, and listening to our Veterans, employees, and community partners.

Monday, August 3, 2020
The Department of Veterans Affairs recently recognized the Butler VA Health Care System for Overall Excellence in Patient Experience.

The Butler VA was among 8 finalists across the country who exemplified exceptional Patient Experience and Employee Experience scores in patient satisfaction, trust and VA’s All Employee Survey (AES) Best Places To Work. Programs such as the New Veteran Orientation Tour and Veterans Input Pool were just two of the programs that contributed to the overall patient and employee experience.
  • New Veteran Orientation Tour: The New Veteran Orientation Tour (NVOT) was designed in direct response to what Veterans were asking for from their local VA.  Each Veteran is offered a personalized NVOT experience.  Family members and caregivers are also included in the process and can receive a NVOT with or without the Veteran present. Those that participate in the tour are first asked what matters to them so that the tour guides can make sure to address those areas. The NVOT Includes a tour of the facility, an overview of services offered via, a Welcome Bag with a packet that that contains fact sheets on services, MISSION Act, VBA, and other trending items to date. 
  • Veterans Input Pool: The facility has had the Veteran Input Pool (VIP) Committee since 2015 and partners with this pool of identified Veterans who have volunteered to participate, with ongoing feedback to VA projects and policies. This feedback is used to better understand the needs and sensitivities of the Veteran when making decisions on improvements to processes and customer services within Butler VA.  These Veterans are our eyes and ears to ensure that we don’t lose touch of our most vital resource.  
Additionally, the Butler VA implemented many other VA Patient Experience initiatives, some of which include: 
  • ‘I Choose VA Employee’ badges
  • The Standard Phone Greeting
  • The “10-4” Initiative
  • Red Coat Ambassadors and Master Ambassadors
“As the new Director for the Butler VA Health Care System, I am blessed to work with such an awesome and dedicated team. Each day I am amazed at what they accomplish,” comments Kevin Amick, Director.  “We really are a family here, partners in the delivery of health care for our Veterans.  I am so pleased that staff were recognized for their dedication, advocacy and customer service to our Veterans. Thank you team Butler!”

The award was announced during a national virtual VA Patient Experience Awards event which replaced this year’s VA Patient Experience Symposium, which was attended by more than 400 VA health care leaders in 2019 for the sole purpose of sharing best practices and improving customer experience at VA health care facilities across the nation.

“These Patient Experience Awards recognize those in the Veterans Health Administration who are helping lead the way in customer service, helping lead the way in care and innovations that are nationally recognized for the significant, tangible improvements they bring to Veterans’ healing,” said VA Secretary Robert Wilkie.

Learning from best practices in both VA and private sector, VA has created and implemented several VA Patient Experience tools to ensure every employee is trained and focused on providing Veterans not only with the care they need, but also with care that is delivered in an exceptional and consistent manner.

Trust in VA health care has increased 5% and trust in all of VA benefits and services has increased 19% since 2017. Butler VA enjoys a current trust score of 94.7%.

While the Department of Veterans Affairs continues to address the critical care needs of Veterans and their families during the pandemic – VA employees are constantly innovating to provide the best possible patient experience.

For more information on VA Patient Experience or the VA Veterans Experience Office visit: https://www.va.gov/ve/.


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