|Patient Experience Case Study - VA Greater Los Angeles Healthcare System|
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Improving the Veteran Experience through Engaged Leaders, Accountability and Timely Voice of the Veteran Feedback
What was the challenge, opportunity or issue faced?
The VA Greater Los Angeles Healthcare System (GLA) has been actively working to change the culture at the facility to become truly patient centered since 2006. In acknowledgement of their successful efforts, GLA was honored to be selected as one of the first VA medical centers in the country to be designated as a Center of Innovation for Patient Centered Care, with emphasis on integrative health and healing. However, even with the extensive work in advancing patient centered care, the facility’s Veteran/Customer satisfaction scores as measured by the Survey of Healthcare Experience of Patients (SHEP) were not improving.
What did you do to address it?
In order to focus on enhancing the Veteran/Patient experience with healthcare at GLA, the executive leadership established the Office of the Patient Experience in February 2012. The office components included key players/units that were already invested in the Veteran experience improvement in their current roles such as patient advocates, congressional correspondence and Voluntary Service - individuals who were critical players in the implementation of patient-centered care.
What were the outcomes?
The facility saw continual upward movement in TruthPoint scores within the first year of this new program. Overall inpatient satisfaction with care increased from 42% to 99%, which indicated Veterans perceived better care and services. In addition to our improved TruthPoint scores, 10 of the 11 inpatient SHEP (HCAHPS) domains of care improved significantly during this time. Another important achievement was improved employee engagement. Effective utilization of the TruthPoint data for performance improvement allowed individuals and teams to receive timely recognition for a job well done and allowed for team-based recognition when improvement targets were met. Utilization of the TruthPoint technology was also a critical factor for immediate service recovery. The "real-time” results allowed the frontline staff to determine quick resolutions to help their Veteran resolve issues immediately.
About the VA Greater Los Angeles Healthcare System
The VA Greater Los Angeles Healthcare System is one of the largest, most complex healthcare system within the Departmentof Veterans Affairs. It is one component of the VA Desert Pacific Healthcare Network (VISN22) offering services to Veterans residing in Southern California and Southern Nevada. GLA consists of three ambulatory care centers, a tertiary care facility and 10 community based outpatient clinics. GLA serves Veterans residing throughout five counties: Los Angeles, Ventura, Kern, Santa Barbara and San Luis Obispo. There are 1.4 million Veterans in the GLA service area. GLA is affiliated with both UCLA School of Medicine and USC School of Medicine, as well as more than 45 colleges, universities and vocational schools in 17 different medical, nursing, paramedical and administrative programs.
TruthPoint goes above and beyond mailed measurement surveys and questionnaires to provide a timely assessment that pinpoints where a healthcare system is succeeding and where it is coming up short. Then, using these detailed patient insights, TruthPoint provides the coaching and expert guidance to help clinicians and managers improve in areas of greatest need. The TruthPoint patient experience platform leads to better medical care, improved patient experience scores and a healthier bottom line.