{"id":29533,"date":"2021-11-16T00:00:00","date_gmt":"2021-11-16T05:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/outpatient-health-care-services-for-veterans\/"},"modified":"2022-11-15T10:30:09","modified_gmt":"2022-11-15T15:30:09","slug":"outpatient-health-care-services-for-veterans","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/outpatient-health-care-services-for-veterans\/","title":{"rendered":"Outpatient Health Care Services for Veterans"},"content":{"rendered":"\n
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\n<\/i>Back to Customer Experience Profiles<\/span><\/a>\n\n\n\n
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Veterans Health Administration, Department of Veterans Affairs<\/h2>\n<\/div>\n<\/div>\n\n\n\n
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Executive Summary<\/a><\/p>\n\n\n\n

Data Highlights<\/a><\/p>\n\n\n\n

<\/a>Customer Experience Insights<\/a><\/p>\n\n\n\n

<\/a>Delivering Services Equitably<\/a><\/p>\n\n\n\n

Leading Customer Experience Practices<\/a><\/p>\n<\/div>\n\n\n\n

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The Veterans Health Administration, in partnership with the VA\u2019s centralized Veterans Experience Office, continues to pave the way as a leader in the federal government in using customer research and human-centered design to improve services. <\/p>\n\n\n\n

The investment in customer experience helps the agency meet the health care needs of veterans, adapt to new health care delivery models in response to the pandemic, and to raise trust in the VA overall.<\/p>\n\n\n\n

Using in-depth customer research, customer journey mapping and other tools and methods, the agency continues to root out challenges veterans experience when receiving health care. For example, the agency is making it easier for veterans to refill prescriptions and improving the discharge experience for veterans who receive services at a VHA hospital.  <\/p>\n\n\n\n

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Service Overview<\/strong><\/h5>\n\n\n\n

The VHA provides numerous medical and mental health services to veterans at more than 1,200 facilities across the country and served more than 7 million veterans in 2020<\/strong>.<\/p>\n\n\n\n

Primary Customers<\/strong><\/p>\n\n\n\n

Veterans and their families, caregivers and surviving spouses.\u202f<\/p>\n\n\n\n

Key Services<\/strong><\/p>\n\n\n\n

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  • Assistance with applying for VHA health care.<\/li>\n\n\n\n
  • Assistance with scheduling and viewing health care appointments.<\/li>\n\n\n\n
  • Health care and telehealth services ranging from surgery and physical therapy to dental care, mental health and vision care.<\/li>\n\n\n\n
  • Online systems to communicate securely with VHA health care professionals.<\/li>\n\n\n\n
  • Assistance with refilling and tracking prescriptions and viewing lab and tests results.<\/li>\n<\/ul>\n\n\n\n

    Service Snapshot (all data for fiscal year 2020)<\/strong><\/p>\n\n\n\n

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    • 45.8 million calls<\/strong> to outpatient services contact centers.\n
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      • Average wait time for calls: 72 seconds.<\/strong><\/li>\n<\/ul>\n<\/li>\n\n\n\n
      • 122.6 million visits<\/strong> to VA.gov.<\/li>\n\n\n\n
      • 119 million outpatient visits<\/strong> to VA Health facilities.<\/li>\n\n\n\n
      • 1.1 million veterans<\/strong> received video telehealth visits to their homes in fiscal 2020, a 1,037% increase from fiscal 2019.1<\/sup><\/li>\n<\/ul>\n<\/div>\n\n\n\n
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        Data Highlights<\/h2>\n\n\n\n
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        increase in trust in the VA among veterans between 2016 and 2020.<\/strong><\/p>\n<\/div><\/div>\n<\/div>\n\n\n\n

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        of veterans said they got their appointment on a date and time that worked for them in the first half of fiscal year 2021.<\/strong><\/p>\n<\/div><\/div>\n<\/div>\n\n\n\n

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        Customer Experience Insights<\/h2>\n\n\n\n
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        Improvement from last year<\/p>\n<\/div>\n\n\n\n

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        Room for improvement<\/p>\n<\/div>\n<\/div>\n\n\n

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        Veterans have good relationships with their health care providers, contributing to rising trust in the VA overall. <\/div>\r\n\t\t\t
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        Veterans gave high marks to all aspects of their outpatient health care experience. They were particularly pleased with their interactions with VA health care providers, whom they felt listened carefully and explained things in ways they could understand.<\/p>\n

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