Atlanta VA Health Care System Makes Gains in Patient Experience
By Gregory Kendall, Public Affairs Specialist
The Survey of Healthcare Experiences of Patients (SHEP) plays a vital role in how Atlanta VA Health Care System measures performance and ensures the care provided to Veterans meets, or exceeds, national quality benchmarks.
The survey is distributed to a random sample of Veteran patients following their health care encounters and offers an important opportunity for Veterans to share honest feedback about their experiences.
Over the past 12 months, Atlanta VAHCS has emerged as the third most improved VA facility in the nation in the Overall Rating of the Hospital category. The organization achieved an impressive 8-point improvement, a gain that reflects meaningful progress and sustained commitment to improving the Veteran experience.
“These results reflect our commitment to listening to Veterans and acting on what they tell us,” said Amy Whitaker, Atlanta VAHCS Chief Experience Officer. “Our goal is to deliver care that is safe, timely, and centered on the Veteran experience.”
Veterans say they are noticing the difference. “While there can still be challenges at times, many Veterans feel confident in the health care they receive,” said Army Veteran Ramon Sims. “The Atlanta VA may not be perfect, but it’s clear they are making progress and moving in the right direction.”
Whitaker emphasized the importance of Veteran feedback in driving change.
“Every survey response represents a Veteran’s lived experience, and that feedback directly informs how we improve access, communication, and care,” Whitaker said. “This progress shows what’s possible when Veterans and staff work together, and we are committed to continuing to listen and act on what Veterans tell us.”
Veterans are encouraged to raise individual concerns with their care teams directly or the Patient Advocate Team through secure messaging in My HealtheVet. To share ideas on improving the overall Veteran experience, Veterans may also contact the CXO at AtlantaExperienceOfficer@va.gov during normal business hours.