Marion VA Health Care System Achieves Significant Improvement in Veteran Trust Scores
When I first stepped into the role of Veteran Experience Officer for the Marion VA Health Care System in May 2023, our Trust Score stood at 91.8%, and we were ranked 5th in our region (VISN). Fast forward to today, and I am proud to report that our Trust Score has surged to first place with 94.4%.
A Journey of Commitment and Dedication
From day one, our team at the Marion VA Health Care System set out with a clear mission: to listen to the voices of our Veterans and improve their experience with every interaction. We know that trust is the foundation of every relationship, and it is especially critical in health care. Veterans depend on us to not only provide quality care but to ensure that they feel heard, respected, and valued. Since May 2023, we have implemented several key strategies aimed at increasing transparency, improving communication, and addressing any gaps in service that might have affected our Veterans’ overall experience. Every effort has been made with the Veteran’s needs at the forefront.
Collaboration Across Teams
This transformation would not have been possible without the collaboration across departments and teams. Every employee at the Marion VA Health Care System, from clinicians to administrative staff, has worked tirelessly to improve the way we engage with and care for our Veterans. We have regularly assessed our practices, identified areas for improvement, and created actionable plans to address them.
Our leadership has also been key to ensuring that the Veteran experience is prioritized. The culture of continuous improvement within the Marion VA Health Care System has played a huge role in our success, as we consistently focus on both operational and interpersonal excellence.
Impact of the Trust Score Improvement
Rising from 91.8% to 94.4% is not just a reflection of the number of people who have answered positively in our surveys; it’s an acknowledgment of the broader cultural shift we have undergone. Veterans, their families, and even our staff have felt the positive change as our efforts to improve services have directly translated into better health outcomes, more efficient care, and a deeper connection between our team and those we serve.
Being ranked first in the VISN is not just an honor—it is a testament to the hard work, dedication, and teamwork displayed by every individual here at Marion. It also serves as motivation to continue
pushing for even higher standards of care and customer service. We know there is always room to grow, and we will never stop striving to meet the evolving needs of the veterans who entrust us with their care.
Looking Ahead
As we celebrate this achievement, we remain focused on further enhancing the experience for Veterans at the Marion VA Health Care System. We are committed to sustaining and building upon the momentum we have gained, continuously evaluating our performance, and making data-driven decisions to improve care.
We are also looking ahead to engaging with more Veterans through new initiatives to meet emerging health needs. Our goal remains to provide the best possible care and to be a trusted partner in the health journey of each Veteran.
Conclusion
Achieving a Trust Score of 94.4% and securing the top spot in the VISN is a monumental milestone for the Marion VA Health Care System. It is a reflection of the dedication of every team member and the trust our Veterans have placed in us. We are incredibly proud of this achievement, but we know the journey does not end here. Our commitment to excellence will continue to drive us forward, ensuring that Marion remains a place where veterans receive the care, respect, and attention they truly deserve.