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VA Palo Alto Health Care System


VA Palo Alto Health Care System Receives Top Patient Satisfaction Scores

VAPAHCS Top Patient Satisfaction Scores

VAPAHCS Top Patient Satisfaction Scores

Thursday, October 28, 2010

VA Palo Alto Health Care System (VAPAHCS) recently released the results of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, scoring significantly higher than the national average for VA hospitals.

The HCAHPS survey is composed of 27 items, and on average, takes about seven minutes to complete. Click here to see a small sampling of our stellar scores as compared to VA hospitals in the nation and in our region (VISN 21). These scores are the result of our Veterans' responses to questions such as the following:

- Would you recommend VAPAHCS to your friends and family?
- How would you rate you hospital stay at VAPAHCS?
- Did your doctors treat you with courtesy and respect, and explain things in a way you could understand?
- Did our staff talk with you about what you needed when you left the hospital, and give you information about what symptoms or health problems to look out for?
- Did we do everything we could to help control your pain during your stay?
- Did you get the help you needed when you needed it?

The results came at the same time as VAPAHCS was awarded the Most Customer-Friendly Choice Award from the American Alliance of Healthcare Providers. The award is based on implementing an excellent health care program that successfully results in courteous, compassionate, and caring service for patients, families, and the community.

"This award could not have come at a better time, as we have launched so many great initiatives to make VAPAHCS a better place for Veterans," said VAPAHCS Director Lisa Freeman. "This is validation for all the hard work and contributions our dedicated employees make each and every day."

The HCAHPS survey is used to assess the quality of VHA care as seen from the eyes of the patient and family. Survey results help to guide improvement in Veteran satisfaction with their health care experience, as well as to identify other quality and safety needs.

Findings from the survey are also used as an overall evaluation of important initiatives, including Patient-Centered Care, which is the partnership among health care staff, Veterans, and families to enhance the care we provide at VAPAHCS. Also, Process Improvement, which focuses on eliminating any step that does not add value to Veteran health care in order to create a more efficient and ideal patient experience.


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