The CX Tipping Point®
The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
The CX Tipping Point®
EP 62 - Assessing Veterans’ Patient Experience through the Survey of Healthcare Experience of Patients (SHEP) Program within the Veterans Health Administration
In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs’ Veterans Health Administration (VHA).
Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves care for veterans.
The conversation explores how SHEP:
- Uses surveys to capture veterans’ experiences across all types of care
- Analyzes data to highlight what’s working well and pinpoint opportunities for improvement
- Leverages automation and monthly reports to deliver fast, actionable insights
They also share what’s ahead for the program, including:
- Enabling veterans to complete surveys directly from their phones
- Comparing VA care to community care to better understand the full patient journey
- Exploring AI and natural language processing for deeper analysis
- Providing training to staff on turning feedback into meaningful action
At its core, SHEP’s mission is simple yet powerful: to improve healthcare quality and satisfaction, helping veterans live healthier lives. By surfacing common challenges and spreading best practices, the team is driving positive change across VA facilities nationwide.
Congratulations to the SHEP team on receiving the 2024 Service to the Citizen® Award!
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