James H. Quillen VA Medical Center presented Excellence in Patient Experience Award
(MOUNTAIN HOME, Tenn.) — The U.S. Department of Veterans Affairs (VA) presented James H. Quillen VA Medical Center (JHQVAMC) the Excellence in Patient Experience Award during a ceremony Sept. 7, 2022, for its dedication and exceptional experience delivered to Veterans and employees.
The award is presented to VA medical facilities annually for efforts to prioritize patient experience and for measures in the following criteria: Survey of Healthcare Experience of Patients (SHEP) Patient-Centered Medical Home Overall Rating of the Provider, SHEP Inpatient Overall Rating of the Hospital, Veterans Signal Trust (customer survey), and All Employee Survey Best Place to Work scores.
“I am immensely proud of the work our staff accomplished to enhance our provision of quality care to Veterans,” JHQVAMC Director Dean B. Borsos stated. “Receiving this award illustrates our employees have embraced good patient experience practices by continuously focusing on the Veterans we serve. Veterans have a champion on their side when it comes to our stellar employees.”
JHQVAMC was one of 13 award finalists from across the VA. It was selected as a finalist after scoring in the top quintile for the criteria and submitting a narrative response answering how it focused on improving the patient and employee experience. Responses were scored using the Likert scale and based upon alignment with the VA’s Patient Experience Framework comprised of seven domains including: Leadership, Culture, Patient Communication, Employee Engagement, Environment, Voice of the Veteran, and Measurement and Improvement.
“At James H. Quillen VA Medical Center, we focus on improving the patient and employee experience by engaging our most important asset, our employees, to provide outstanding Veteran-centric services with high quality outcomes enabled by compassion, innovation, and empowerment,” said Borsos.