Methods for Providing Feedback to the VA - West Texas VA Health Care System
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West Texas VA Health Care System


Methods for Providing Feedback to the VA



Wednesday, December 2, 2015

Methods for Providing Feedback to the VA Health Care System

The goal of the West Texas VA Health Care System (WTVAHCS) is to provide high quality healthcare and service to Veterans and has several feedback mechanisms in place to ensure this occurs. Veterans are encouraged to contact the Patient Advocate Office at 432-263-7361 ext. 4839 to discuss concerns they may have with their healthcare. Veterans may randomly receive a Survey of Healthcare Experiences of Patients (SHEP) in the mail to describe their most recent healthcare experience. “Speak to the Director” cards are conveniently placed throughout the healthcare system for Veterans to leave comments on; these comments are shared with the Director and concerns are addressed as needed.

The WTVAHCS also utilizes a TruthPoint survey to seek feedback from Veterans on their health care experiences and to make improvements where needed. The TruthPoint survey is on a portable laptop and uses a touch screen for Veterans to answer questions about their care, with questions ranging from how courteous the staff are, to partnering of care between the health team and the Veteran, as well as whether needs are met during the visit and information about available services of MyHealtheVet and nurse telephone triage. Veterans are asked to complete questions with a multiple choice of answers as well as typing in comments. If a Veteran is challenged with the laptop use, they can ask for assistance with the employee reading the questions and recording their answers.

WTVAHCS applies Veteran feedback to assess processes working well and others that may require attention. Best practices identified are shared across the health care system to implement in other areas for continuous improvement and areas identified for improvement are addressed timely. Staff identified by name is recognized for their demonstration of I CARE values and enhancing the Veteran experience. The voice of the Veteran provided through feedback is valued. The WTVAHCS will continue to make positive changes in the delivery of health care utilizing the feedback Veterans provide. Please ask a WTVAHCS employee for assistance if you would like to provide feedback through one of the above mentioned formats.


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