“Patient experience” is an increasingly common phrase in the healthcare industry — and rightfully so. In an environment where patients have more options than ever before, experience extends well beyond the care they receive to include factors like whether they feel understood and welcome, they receive good communication, and their financial process goes smoothly. Research suggests that a positive patient experience is linked to better patient outcomes, higher hospital profitability, increased patient loyalty, and a culture of compassion. For healthcare providers that care for Veterans, ensuring they have a high-quality experience is a way to honor their service.
Historically, U.S. Veterans have received healthcare from the Department of Veterans Affairs (VA). However, the MISSION Act, passed in 2018, caused a considerable shift in the way Veterans access healthcare in the United States, expanding their options to the private sector. As a result, hospitals and healthcare organizations in the VA’s network of community care providers have experienced an influx of patients who are eligible for benefits from the Veterans Health Administration (VHA). Now, these hospitals have the opportunity to implement tailored strategies that address Veterans’ unique needs — individuals who rightfully have high expectations for their care.
Although the VA often gets a bad reputation caused by long wait times and scheduling woes, it outshines private healthcare facilities in other areas related to patient experience. Results from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey revealed that Veterans rated VA hospitals higher than private healthcare facilities in all 10 categories of patient satisfaction — including overall hospital rating, communication with doctors, communication about medication, and care transitions. This isn’t surprising — after all, the VA wants Veterans to seek care at VA facilities and has made a conscious effort to improve the patient experience for Veterans.
Despite these positives, the VA isn’t equipped to provide care in a timely manner to the more than 9 million Veterans eligible for VHA health benefits — meaning more and more Veterans are seeking care at private facilities. If HCAHPS scores are any indication, then ease of scheduling appointments and access to the facility are not enough to make up for a lackluster experience. Here are three strategies hospitals and healthcare organizations can borrow from the VA to improve the patient experience for the Veterans they serve.
- Require military cultural competency training for all providers and clinicians.
Many providers — including community-based mental health providers like you — find themselves ill-equipped to address the distinctive needs of military Veterans and their families. The realities of war, deployment, and specific environmental exposures unique to the military are unfamiliar terrain for many healthcare professionals, leading to a gap in understanding of Veterans’ needs.
This lack of understanding and awareness can have serious consequences. Veterans are at a higher risk of depression, post-traumatic stress disorder (PTSD), traumatic brain injuries, and substance use disorders. The American Psychiatry Association also suggests that the lack of cultural competency training can result in Veterans dropping out of care, being misdiagnosed, or seeking care only when their condition has reached an advanced stage.
VA providers and clinicians, many of whom are also Veterans, are trained in military cultural competency. But it’s important for all healthcare professionals — especially those who are part of the VA’s network of community care providers — to have military cultural competency training. Understanding the unique experiences of Veterans is important for creating an environment where doctors and clinicians provide more empathetic and effective care. - Make a strong first impression.
The impact of a positive first impression can’t be overstated — especially for Veterans who are entering a healthcare facility for the first time. For Veterans who have historically visited the VA for their care, stepping into your private hospital or facility is a departure from the familiar and comfortable.
For the past six years, the VA has implemented its “Red Coat Ambassador Program” at every VA medical center across the country. Greeters wearing red coats are stationed at each main entrance during business hours, ready to welcome every person entering the building and offer information and assistance. Implementing this program has helped the VA improve patient experience for Veterans.
Your hospital or healthcare organizations can also hire or designate staff members or volunteers to serve as a point of contact for Veterans seeking information or assistance. A Veteran liaison or patient advocate can arrange to meet the Veteran at the entrance of the facility before the appointment and help them get where they are supposed to go. This first interaction is the foundation of a relationship between the Veteran and the healthcare organization, and it can help assure Veterans that their well-being and health are in capable hands. Consider reallocating some of your resources to provide this valuable service. - Take time to ensure clear and open communication.
Based on patient surveys between July 2021 and June 2022, VA hospitals received a higher percentage of four- or five-star ratings than non-VA hospitals for communication with doctors (87% vs. 48%), communication with nurses (59% vs. 35%), and communication about medicines (80% vs. 38%).
So, what’s the VA doing differently? Since 2018, the VA has implemented the “Commit to Sit” strategy, a nationally recognized evidence-based practice that encourages providers and clinicians to sit down when in the exam room with a patient, maintain eye contact, and focus their full attention on the patient. Studies show a link between sitting at the bedside and improved patient communication skill ratings, better patient satisfaction scores, and the patient’s perception that a provider is spending more time at the bedside.
Private-sector hospitals and healthcare organizations that prioritize clear communication — both in sharing information and welcoming an open dialogue — and take the time to sit with Veterans and listen create an environment where they feel heard and valued. Taking the time to listen attentively and communicate clearly not only improves the immediate patient experience, but also lays the groundwork for long-term trust and satisfaction in the organization. Strong communication by your organization will nurture better understanding on the part of everyone involved. - Provide seamless claims processing.
Patients reap the benefits when claims are processed quickly and accurately, payments are not delayed, and disputes are resolved promptly. When that happens, patients are not burdened by payments or the process and can focus on their health. And when your patients stay healthy, that’s good for the health of your organization.
At EnableComp, our VA experts can help your organization navigate the VA landscape and provide the high-quality experience that Veterans need and deserve. A positive patient experience benefits you as well as the patient, building trust, goodwill, and ongoing relationships. Working with EnableComp relieves you of administrative and regulatory burdens outside your areas of expertise, while empowering you to focus on what you do best: deliver exceptional care.
Schedule a consultation today to learn more.
