Veteran affairs hospital patient experience programs: a comparison

To determine impact on patient satisfaction survey results a retrospective review of 3 separate Veteran Affair Hospitals patient experience programs was conducted. The projects, goals and outcomes of each patient experience program were compared as well as the historical patient satisfaction data. It was found that patient satisfaction results are not impacted in any noticeable way by the work of patient experience programs at these three VA medical centers. The patient experience is relevant to Public Health because with the implementation of value based purchasing, as mandated by the Affordable Care Act, healthcare organization will need to be aware and cognizant of the patient’s experience. Organizations will also need to begin to pay closer attention to patient satisfaction surveys, but the relationship between patient experience and patient satisfaction is not clearly understood. From a policy implementation standpoint, healthcare organizations will need to adapt quickly.