Veterans Health Administration, Department of Veterans Affairs

Outpatient Services

Over 85% of outpatient customers trust the VA to fulfill the country's commitment to Veterans

The Veterans Health Administration (VHA) is America’s largest integrated health care system, serving 9 million enrolled Veterans. VHA aims to honor America’s Veterans by providing exceptional health care that improves their health and well-being. VHA also emphasizes prevention and population health and contributes to the nation's well-being through education, research and service in National emergencies.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

Download CX Feedback Data

Digital Analytics Program Data

The Veterans Health Administration outpatient customer experience survey data is presented below for Fiscal Year 2019 quarters 1-3.

Mapping of the VHA-adapted questions to the government-wide CX measures and the conversion of the VHA submitted data to an overall score out of 5 on each of the CX measures can be found here.

FY20

Q1 Survey Results

Satisfaction

4.70

⇧

Agreed "I am satisfied with the service I received"

Trust / Confidence

4.42

⇧

Agreed "This increased my trust/confidence in the service"

Service Effectiveness

4.62

⇧

Agreed "My need was addressed" or "My issue was resolved"

Process / Ease

4.56

⇧

Agreed "It was easy to complete what I needed to do"

Efficiency

4.51

⇧

Agreed "It took a reasonable amount of time"

Process Transparency

4.75

⇧

Agreed "I was treated fairly"

Helpful Employees

4.74

⇧

Agreed "Employees I interacted with were helpful"

Volume of Customers during Performance Period:	8,586,476
Volume of Customers provided survey opportunity:	1,808,680
Number of Respondents reflected in response data:	304,687

FY19

Q4 Survey Results

Satisfaction

4.70

⇧

Agreed "I am satisfied with the service I received"

Trust / Confidence

4.39

⇧

Agreed "This increased my trust/confidence in the service"

Service Effectiveness

4.64

⇧

Agreed "My need was addressed" or "My issue was resolved"

Process / Ease

4.57

⇧

Agreed "It was easy to complete what I needed to do"

Efficiency

4.54

⇧

Agreed "It took a reasonable amount of time"

Process Transparency

4.73

⇧

Agreed "I was treated fairly"

Helpful Employees

4.73

⇧

Agreed "Employees I interacted with were helpful"

Volume of Customers during Performance Period:	8,616,178
Volume of Customers provided survey opportunity:	1,924,646
Number of Respondents reflected in response data:	310,992

Q3 Survey Results

Satisfaction

4.55

⇧

Agreed "I am satisfied with the service I received"

Trust / Confidence

4.38

⇧

Agreed "This increased my trust/confidence in the service"

Service Effectiveness

4.61

⇧

Agreed "My need was addressed" or "My issue was resolved"

Process / Ease

4.56

⇧

Agreed "It was easy to complete what I needed to do"

Efficiency

4.48

⇧

Agreed "It took a reasonable amount of time"

Process Transparency

4.72

⇧

Agreed "I was treated fairly"

Helpful Employees

4.71

⇧

Agreed "Employees I interacted with were helpful"

Volume of Customers during Performance Period:	8,656,645
Volume of Customers provided survey opportunity:	1,899,830
Number of Respondents reflected in response data:	329,662

Q2 Survey Results

Satisfaction

⃠ No Data

This survey question is currently fielded and expected in Q3

Trust / Confidence

4.67

⇧

Agreed "This increased my trust/confidence in the service"

Service Effectiveness

4.76

⇧

Agreed "My need was addressed" or "My issue was resolved"

Process / Ease

4.72

⇧

Agreed "It was easy to complete what I needed to do"

Efficiency

4.66

⇧

Agreed "It took a reasonable amount of time"

Process Transparency

4.84

⇧

Agreed "I understood what was being asked of me"

Helpful Employees

4.81

⇧

Agreed "Employees I interacted with were helpful"

Volume of Customers during Performance Period:	8,444,379
Volume of Customers provided survey opportunity:	1,726,622
Number of Respondents reflected in response data:	346,694

Q1 Survey Results

Satisfaction

⃠ No Data

This survey question is currently fielded and expected in Q3

Trust / Confidence

4.66

⇧

Agreed "This increased my trust/confidence in the service"

Service Effectiveness

4.76

⇧

Agreed "My need was addressed" or "My issue was resolved"

Process / Ease

4.71

⇧

Agreed "It was easy to complete what I needed to do"

Efficiency

4.67

⇧

Agreed "It took a reasonable amount of time"

Process Transparency

4.83

⇧

Agreed "I understood what was being asked of me"

Helpful Employees

4.81

⇧

Agreed "Employees I interacted with were helpful"

Volume of Customers during Performance Period	4,282,563
Volume of Customers provided survey opportunity	1,236,483
Number of Respondents reflected in response data	377,268
Response Rate	31%

Operational Data

Calls per year: VHA’s Outpatient Services Contact Centers answered more than 41 million calls in FY18 (i.e., calls for appointment scheduling, pharmacy services, etc.). The average speed of answer was 56 seconds.

Online visits per year: 280.11 million site visits to VA.gov

Website Visits by Device to VA.gov:

Desktop: 62%
Mobile: 31%
Tablet: 7%

Patients to facilities per year: There were 85.95 million Outpatient Visits in FY18

Reporting Notes

CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.