Patient experience across the VHA system varied by location. Leadership mandated a review of patient experience across a representative sample of inpatient and outpatient facilities, including patient flow, patient feedback, complaints management, scheduling, admissions, discharges, and patient-provider communication.

Synensys completed a review of system-wide patient experience, including patient complaint and service recovery, patient feedback, wayfinding, customer services, and information sharing. Synensys analyzed all existing patient feedback, including patient experience surveys, complaints, and comments. Additionally, our team conducted site reviews to collect process data, service behaviors, teamwork, and communication practices. The assessment data was collected, analyzed, and reported using analytical dashboard tools to enhance leadership awareness, properly allocate resources, and improve decision making related to continuous improvement.

Due to better monitoring and evaluation of desired patient outcomes, patient complaints were managed more efficiently, patient experience scores increased in facilities that implemented recommended best practices, patient flow systems were redesigned, and ineffective patient programs were modified or canceled.