VA Boston Healthcare System

Whole Health, Own the Moment and WECARE are a few of the new initiatives shared by the National Veteran Experience Office.

BOSTON, (Jan. 19, 2018) - It all starts with a simple question: What matters most to you? That’s the first step in a new model of whole health care, designed to help Veterans achieve and maintain their best all-around health and well-being. VA’s Office of Patient Centered Care and Cultural Transformation is working with VA leaders and providers to implement this approach in facilities across the country.

VA Boston leadership, clinicians and support staff recently hosted the National Veteran Experience Office (NVEO) to learn more about their new patient experience framework.

          The National Veteran Experience Office’s training is a part of an initiative that affords VA employees a chance to understand the importance and lasting effects of the individual Veteran’s experience while visiting our facilities.

“Hosting the National Veteran Experience Office provided an opportunity for VA Boston to participate in discussions about the Secretary’s Veteran Experience initiatives,” said Michelle Nankin, the Director of VA Boston’s Office of Patient Centered Care. 

          The training emphasized patient interaction at five crucial times; before a visit, arriving to the facility, during appointments, departing from the facility and after the visit. 

Each time slot allows employees at all levels to have meaningful interactions with patients improving the quality of their overall VA experience. The training also includes a framework for employees to follow when determining the best interaction with the Veteran. “We want to continue to strengthen the trust and confidence Veterans and their families experience when they visit VA Boston,” said Nankin.

          The Veteran Experience office has gathered direct and indirect feedback to develop this frame work and is designed to ensure that the Veterans voices are heard in regards to their care.

          “Focusing on patient and employee engagement allows us to continue to deliver exceptional clinical care to Veteran’s at VA Boston while enhancing the partnerships we form with patients, families and each other,” said Nankin.

For more information on Patient Centered Care and initiatives like this one, please visit, https://www.va.gov/patientcenteredcare/