VA Lebanon Healthcare snags Best Patient Experience for 5th straight year

The VA Lebanon Healthcare System has been awarded the Veterans Health Administration (VHA) Customer Experience Award for best patient experience, the U.S. Department of Veterans Affairs announced in a press release.

This is the fifth year in row the facility has earned this distinction, which honors VA Lebanon for delivering exceptional patient experiences and exemplifying the VHA’s mission to build trust, improve access and provide high quality, veteran-centered care.

VHA’s Customer Experience Awards recognize VA facilities that consistently demonstrate excellence in service to veterans, families, caregivers, and survivors, according to the release. Recipients are selected based on strong performance across key customer experience measures, leadership attributes, internal controls and operational standards.

To determine each year’s honorees, VHA evaluates direct feedback from veterans “in critical areas such as trust, communication, access, emotional support, care coordination, and overall satisfaction,” the release says. Lebanon achieved top rankings through continuous excellence and improvement efforts designed to meet the needs and expectations of veterans and their families.

“This award is the direct result of our front-line staff and those who enable them, who offer critical care and support to every Veteran who comes into the medical center or one of our community clinics,” VA Lebanon Healthcare director Jeffrey A. Beiler II said in a statement. “This award reflects commitment to our number one priority which is ensuring every Veteran and family member we interact with has a Positive Patient Experience – it’s about sustained and compassionate professional care provided to America’s defenders one Veteran at a time.”

VA Lebanon HCS performed exceptionally well on key fiscal year measures, including:

• Survey of Healthcare Experiences of Patients (SHEP) Overall Rating of the Provider.
• SHEP Inpatient Overall Rating of the Hospital.
• Veterans Signals (VSignals) Trust Score.
• All Employee Survey (AES) Best Place to Work indicators.

Notably, patient experience scores account for 22% of the overall Centers for Medicare & Medicaid Services (CMS) Star Ratings, underscoring the significance of this achievement, the release says. VA Lebanon HCS also holds a 5-star CMS quality rating for excellence in patient experience, and its current outpatient trust score is 96.7%.

“These achievements reflect the facility’s unwavering dedication to fostering a supportive environment where Veterans feel valued, respected, and confident in the care they receive,” the release says.

For more information on VA healthcare, call 717-272-6621, ext. 6000, or visit the VA website.