Strengthening Veteran Trust in Outpatient & Primary Care

Trust is one of the most meaningful indicators of Veteran experience. It reflects whether Veterans feel heard, respected, informed, and confident in the care we provide. More than a survey metric, trust is built through consistent communication, transparency, and follow-through at every touchpoint.

Our most recent 12-month rolling performance reflects continued progress in both key areas:

Outpatient Trust: 94.61% - Ranked 39th in the Nation

Primary Care Trust: 93.80% - Ranked 26th in the Nation

As a result of these sustained improvements, our facility was recognized by the National Veteran Experience Office (VEO) as a Top 10 Most Improved Facility in Trust performance nationwide.

This recognition reflects the dedication of our frontline staff, clinical teams, and leadership who have prioritized Veteran-centered care in every interaction.

Enhancing the Pre-Visit Experience

To strengthen preparation and engagement before and during appointments, we expanded our Pre-Visit Checklist to include:

• Stress screening
• Whole Health discussion prompts
• Comprehensive medication review and reconciliation

By proactively addressing stressors and ensuring medications are reviewed and clarified, Veterans enter and leave visits with greater understanding and confidence in their care plan. These structured conversations promote transparency, strengthen communication, and directly influence trust.

Staff Journey Mapping: Improving the Care Experience from the Inside Out

Recognizing that Veteran experience is closely tied to staff workflow efficiency, we initiated a Staff Journey Mapping process to identify friction points affecting care delivery.

Through this work, we:

• Identified workflow redundancies
• Clarified role responsibilities
• Strengthened team handoffs
• Streamlined visit flow processes

By improving the internal care environment, we create smoother, more coordinated visits for Veterans — reducing confusion and reinforcing reliability.

Standardizing the After Visit Summary (AVS)

We also launched an After Visit Summary (AVS) Standardization Process to ensure Veterans consistently receive:

• Clear medication instructions
• Documented follow-up steps
• Education tailored to their visit
• Transparent next steps in their care plan

Standardization reduces variability and ensures that every Veteran leaves with clear, actionable information. When expectations are clear and communication is consistent, trust grows.

“Strive for 5” — Encouraging Veteran Feedback

To further reinforce our commitment to listening, we implemented a “Strive for 5” flyer campaign across outpatient and primary care settings.

This initiative encourages Veterans to:

• Share their feedback
• Tell us what we are doing well
• Identify areas for improvement

The message is simple: We want to hear from you, and your voice matters.

By openly inviting feedback and acting on it, we strengthen confidence and demonstrate accountability — both essential drivers of trust.

Sustaining Momentum

Trust is built over time through consistent behaviors and visible improvements. To sustain progress in our Outpatient and Primary Care Trust scores, we will continue to:

• Monitor monthly VSignals trust trends
• Share service-level data transparently
• Reinforce Whole Health and communication best practices
• Support staff with workflow improvements
• Act on Veteran feedback in real time

Being recognized nationally as a Top 10 Most Improved facility underscores what we know to be true — when we intentionally invest in communication, coordination, and compassion, Veterans respond with trust.

Every interaction matters. Every conversation counts. And together, we are strengthening trust — one visit at a time.