Columbia VA Health Care System Surpassed 90% Veteran Trust Score

Leaders said the achievement reflected years of focused work to improve communication, access and the overall Veteran experience.

Jeffrey Soots, acting medical center director and CEO, said the rating carries deep meaning for the organization.

“Reaching a trust score above 90% is incredibly meaningful,” Soots said. “It tells me that Veterans see our commitment in action and feel confident in the care they receive here. That trust is earned day-by-day, interaction-by-interaction, and it’s the strongest indicator that we are moving in the right direction.”

Soots said the score reflects the culture and priorities that staff live by daily.

“This rating reflects a culture centered on service, accountability and doing the right thing for every Veteran who walks through our doors,” he said. “Our priorities are simple and consistent: safe care, timely access, respect and clear communication. This score shows that our team is living those values.”

Soots credited frontline employees for most of the gains. Among the steps he highlighted were improvements in access to care, stronger communication with Veterans and families, investments in staff development and an emphasis on fixing problems quickly.

“The frontline staff deserve the credit; they are the reason our Veterans feel heard and valued,” he said.

He also said Veteran feedback guides decisions at every level.

“Veteran feedback is one of the first things I look at when making decisions,” he said. “It drives where we focus our resources, how we improve processes, and where we need to slow down and listen more closely. Their voices shape our priorities.”

Looking ahead, Soots said the goal is to continue raising the bar.

“My vision is to make every interaction — from the parking lot to the exam room — consistent, compassionate and Veteran-centered,” he said. “Trust grows when we deliver reliable experiences every time.”

Dr. Javed Tunio, Columbia VAHCS chief of staff, said the trust score reflects the hard work staff puts into improving the experience long before a Veteran steps into the building.

“Every day at the Columbia VA Health Care System, we are committed to improving the Veteran experience — not just when they see their provider, but from the moment they arrive on our campus and often even before they leave their homes,” Tunio said. “We listen to their input, value their concerns and work tirelessly to earn and build their trust.”

Tunio said the 90% trust score is a direct reflection of that commitment and the system’s continued effort to strengthen confidence among Veterans.

Evetta Gregg, Columbia VAHCS Veteran experience officer, said communication and awareness play major roles in the increase.

“Improved communication plays a major role in the increase in overall patient satisfaction,” Gregg said. She added that her team works to ensure employees understand Veteran feedback and use it to shape better experiences. “Service recovery was emphasized at the lowest level,” she said.

Gregg outlined the many ways the medical center collected and responded to feedback — from national surveys, patient panels and local focus groups to the Patient Advocate office, congressional inquiries and the White House Hotline. Veteran concerns are entered into the Patient Advocate tracking system and assigned to appropriate departments with a standard turnaround time of up to seven days.

She also highlighted several improvements made because of direct Veteran input. One example involved pharmacy-by-mail services. Veterans requested clearer information about when medications would arrive. In response, Pharmacy launched a “brown bag” initiative that includes tracking instructions and contact information in medication bags. After the change, scores for pharmacy-by-mail rose from 82.4% to 85.1%, contributing to an overall 90.8% rating in that category.

Gregg said trust could be seen — and felt — in daily interactions.

“Veterans want to have confidence that their healthcare providers and the VA Health Care System act in their best interests,” she said. “Perceptions such as competent care, honesty, dependability, compassion and accessibility are what Veterans are seeking.”

She said the next steps include continuous outreach, transparency, timely follow-through and consistent communication across all levels of care.

“A positive Veteran experience is every employee’s responsibility,” she said. “Holding employees accountable, having the right resources and maintaining effective communication are key to improving the overall experience.”

Soots said the team’s gratitude belongs to the Veterans they serve.

“To our Veterans: thank you,” he said. “Your trust is an honor, and it pushes us to do better every single day. We will continue earning that trust through our actions and our commitment to providing the world-class care you deserve.”

For more information about what’s going on at the Columbia VA Health Care System, clinic locations, and other services available to Veterans in South Carolina, visit the website https://www.va.gov/columbia-south-carolina-health-care/ and follow us on Facebook, Twitter, and Instagram, keyword: VAColumbiaSC.