15 Ways VA is improving the Veteran's experience right now - VAntage Point

SCPO Donnie B. As a retired health care provider I will disagree with your initial statement. Yours may be one of the top 5, but there is always room for improvement; otherwise there is stagnation. Be thankful yours is one of the best.

SCPO (Join to see) glad yours is good but a number of them are disasters.

Maj Robert Thornton - I knew someone would say that, and I agree. But, I was making that declaration more from an historical viewpoint, the one from some years back when this whole narrative exploded over nationwide accusations of a failed VA system that was killing veterans by not treating them in timely fashion, enter the Phoenix VAMC. Yes, even the good facilities can improve, but Omaha, Fargo, and Kansas City have all been exceptionally good to me and my fellow veterans. And I want this country to know it.

SCPO (Join to see) the good ones should be commended and the others set on a path to improvement

I would agree...Accessibility to Care is an issue that is Nationwide not just in the VA. Many hospitals and hospital systems have this problem, and there are multiple factors that contribute to that most notably Staffing Ratios, there are simply not enough Providers to go around AND it's really bad in certain specialties. Performance Expectations are always high for the providers and are they are experiencing significant Burn Out. Excellence in Customer Service is ALWAYS expected, but people are human and can have a bad day. You may say... Well that happens to all of us...in perspective, while it may be okay to get away with a bad day as the Grounds Keeper...it is not ok if YOUR Surgeon has a bad day during YOUR procedure...I know with my VA, I have had exposure to many areas of the hospital to include the surgical suite and everyone has been nothing but professional and sensitive to my specific needs. The only issue I have experienced was getting through the C&P Process which is a big challenge for Providers especially when a Veteran has multiple claims. My process took 9 months, but I know the VA and the DoD are working towards making the process faster, and know some folks that got through C&P in less than 90 days.

While in the army, I hated the feeling I got when I visited an office where they looked at me like I was imposing upon them. Thus, when I became a Finance Officer, I told my crew that we will provide great service and world class care. I was pleasantly surprised of the superb customer service we provided.

MAJ Ken Landgren - That's what it is all about...Customer Service...putting your clients first ALWAYS. Then there is that dang 1-3% of people that NO matter what you do, they will be unhappy...As a CIO in an Army Hospital, I knew this 1-3 % by Name and knew when they were serious or just full of hate. Although we would like to think we can be perfect... we can't...it's a journey that never ends...Continual Process Improvement and Superior Customer Service ALWAYS.

Please see my comment above, LTC Charlie.