Veteran Centered Care - West Texas VA Health Care System
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West Texas VA Health Care System


Veteran Centered Care

Patient utilizing GetWell Program

Patient utilizing GetWell Program

Friday, October 10, 2014

West Texas VA Health Care System (WTVAHCS) began the implementation phase of GetWellNetwork Mid-FY14. GetWellNetwork is interactive technology that will benefit our patients, physicians, staff, and medical center. A more engaged patient population leads to better quality and safety concerns, as well as improvement to our role as care providers; it models education and skill building. GetWellNetwork has been installed in our Community Living Center (CLC) (40 beds) and Domiciliary (40 beds).

GetWellNetwork engages residents throughout their health care journey using the bedside/room TV to entertain, educate and empower them to be more actively engaged in their care. This resident-centered approach empowers residents across the care continuum for improved satisfaction, quality and operations. Currently, residents are able to access movies, games, internet, educational videos, look up medication information, and for CLC residents, also watch television.

Full technical integration of GetWellNetwork at WTVAHCS is pending successful deployment and activation at another VA location. Once fully implemented, interactive measures such as falls reduction (CLC), pain management, discharge preparation, and education/medication teaching will be available.

TruthPoint is a powerful platform to capture Veteran feedback at the point of care. The newly implemented assessment tool focuses on targeting, obtaining and using the point-of-care patient feedback to achieve organizational objectives timely and effectively. Veterans are asked to provide feedback about their most recent health care experience using the TruthPoint tablet. The assessment takes just a few minutes to complete and staff are available to assist Veterans in using the tablet if needed.

The Veteran Centered Care Committee has placed 26 portable laptops around the main facility as well as the Community Based Outpatient Clinics in locations convenient to Veterans to capture this feedback. This information will allow us to recognize staff and processes that work well and assist us in identifying areas that need improvement.

The initial response from our Veterans and staff on use of the TruthPoint tablet has been very positive. We have already received approximately 650 compliments on staff and the excellent care that is being provided. Veterans are also provided the opportunity to enter comments on what the WTVAHCS can do better and that feedback is being addressed as well: more than 60 comments have been received. Both types of comments are shared with appropriate staff as staff recognition or to address areas that may need improved. Nearly 3,000 surveys have been completed with 98% rating the overall experience of their clinic visit as either excellent, very good, or good!


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