Veteran Patients Trust at Marion VA on the Rise
In the bustling corridors of the Marion VA Health Care System, every day resonates with the essence of patient experience. And it’s proven through our Patient Trust scores. The Marion VA Trust Score even exceeds the National score of 91.8%, and comes in with a 93.3% overall trust score.
“Our Veterans deserve the very best care - that’s what we provide at the Marion VA Health Care System,” shares Executive Director of the Marion VA Health Care System, Zach Sage.
What is a Trust Score and How is it Measured?
This score is determined by a survey sent to patients following random outpatient appointments. Veterans are given the option to provide real-time feedback on the care and service we provide them. One question asks them specifically, “Do you trust the Marion VA to provide your health care?” This is the driving force behind the overall VA Trust Score.
Zach Sage, Executive Director, firmly believes that this high score can be attributed to the Marion VA’s three main focuses on day-to-day operations.
“Everything falls into one of three areas for us. Patient Safety first and foremost, Patient Experience secondly and Employee Experience. These are the 3 guiding factors that we want as part of the culture of care here at the Marion VA.”
Embracing Patient Experience: A Week at Marion, VA Healthcare System
Every year, VA takes a week to celebrate the patient experience, and this year, we observed from April 29th through May 5th. We embarked on a journey dedicated to celebrating our Veterans, cherished family members, and the heartbeat of our institution—our employees.
Morgan Rich, Patient Experience Officer, tells us that “The Marion VA team goes above and beyond to make sure Veterans get what they need from us, and we’re proud of the privilege to serve our Nation’s heroes each day.”
Monday marked the auspicious occasion of VA National Day of Thanks, a momentous tribute to the valor and sacrifice of our Veterans. It was a day filled with gratitude and reflection, honoring those who have served our nation with unwavering courage.
On Tuesday, we delved into the essence of the VA Way, illuminating our Patient Experience Tools and resources through our SharePoint site – a resource that our employee have to learn more about the patient experience. It was an opportunity to showcase the wealth of support available, ensuring every encounter resonates with compassion and excellence. This falls in line with Director Sage’s comments about the Marion VA ensuring that “Veterans get what they need from us, and we’re proud of the privilege to serve our Nation’s heroes each day.”
Midweek, we embraced Wellness Wednesday, a testament to our commitment to holistic care. Staying strong and resilient is not just a mantra; it's a way of life. We shared invaluable health resources and wellness tips, nurturing the well-being of our employees and Veterans alike. Morgan says that “We do not take our work lightly. Veterans choose us, trust us, because of how they feel when they receive care from our VA, and they trust us to serve them well.”
Diversity and inclusion took center stage on Thursday, underscoring our dedication to fostering an environment where every voice is heard and valued. It's not just about treating illnesses; it's about embracing the richness of human experience in all its forms.
As the week unfolded, Friday, Saturday, and Sunday were a celebration of employee excellence. Through heartfelt sentiments shared on our Facebook page, we honored the dedication and passion of our staff. Each encounter, each interaction, is infused with their unwavering commitment to excellence, shaping the very fabric of patient care at our facility.
“We do not take our work lightly. Veterans choose us, trust us, because of how they feel when they receive care from our VA, and they trust us to serve them well.” – Executive Director, Zach Sage
Patient experience isn't just a phrase; it's a guiding principle, a compass that steers us toward compassion, excellence, and unwavering dedication. At Marion VA Healthcare System, every day is Patient Experience Day—a testament to our enduring commitment to those we serve.
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Moving forward, VA will continue to aggressively reach out to Veterans to encourage them to come to VA. VA encourages all Veterans, family members, caregivers, and survivors to learn more about VA to understand how VA fits into their lives, and apply for their world-class health care and earned benefits today.
Morgan Rich, Veteran Experience Officer, can be contacted by email at: morgan.rich1@va.gov