Using Data and Feedback to Optimize the VA's Patient Experience
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Understanding how to leverage data to optimize the patient experience has become critical to medical service providers around the world. The Department of Veteran Affairs (VA) is responsible for providing over 9 million American veterans with lifelong healthcare services at 170 VA medical centers across the country. Just like any other healthcare provider, the VA is constantly looking to improve the patient experience for its veterans, and one way the department has done that is by enhancing the VA’s feedback capabilities to ensure there is more data available on the patient experience.
IDGA’s VA Healthcare Summit is now in its 18th year and is committed to supporting the VA’s mission, including efforts to improve the patient experience through data. One of the presentations at this year’s event will be a panel discussion on patient experience optimization that will include Donna Richardson the Customer Experience (CX) Outcomes Supervisor, Tools & Implementation (T&I) Directorate, in the Veterans Experience Office (VEO) as well as Don Prisby, President of Northpoint Advocates. Before the panel discussion, IDGA sat down with Prisby to discuss the value in gathering veteran feedback and some topics he’s looking forward to discussing at this year’s summit.
Beyond looking into the uses of data in the patient experience, this year’s conference will also discuss electronic health record systems, digital and mobile healthcare access, and the latest drugs and medical devices improving veteran care.
