Page 20 - Desert Oracle December 2020

o New programs and services offered by VHA, VBA, NCA and the Board of Veterans
Appeals
o QR Code
o Eleven (11) new Quick Start Guides (one-page guides providing guidance and
information on a specific benefit or service)

VA REPORTS LIST 71 TOP CUSTOMER EXPERIENCE IMPROVEMENTS AND INITIATIVES

• On November 17 , the U.S. Department of Veterans Affairs’ (VA) released the VA
th
Customer Experience Accomplishments Report detailing 71 major initiatives to improve
customer service for Veterans, their families, caregivers and survivors.
• Improving customer service as a top priority at VA was established in 2018 and it
challenged the department to rethink VA customer interactions, designating the Veterans
Experience Office as the ”voice of the Veteran.”
• The SAVAHCS Veterans Experience Office (VEO) can be reached at (520) 792-1450 ext.
1-1335.
o Some SAVAHCS initiatives include:
▪ In the outpatient setting we're working on improving provider rating by
focusing on key drivers; communication and care coordination. Initiatives
include the Pre-Visit checklist and Common Language standardized
communication
▪ For inpatients Commit to Sit and the Next Steps to Discharge workbook
focus on maintaining key drivers; communication and care transitions
▪ Additionally, the VEO is a partner in the facilities journey to becoming a High
Reliability Organization (HRO) measured by our Veteran Signals Trust

Score for Patient Experience

VA RECOGNIZED FOR CLEAR, CONSISTENT COMMUNICATION TO VETERANS

• On November 13 , the U.S. Department of Veterans Affairs (VA) announced that for the
th
second consecutive year, the organization received a top grade from the Center for Plain
Language in its annual Federal Report Card.
• The 2020 Federal Plain Language Report Card awarded VA an “A-” score in the category
of “writing quality.”
• Visit VA.gov to learn more about VA’s online communication and product portals where
Veterans and family members can easily access the benefits and services they have
earned.

• The SAVAHCS sends out weekly informational emails through the “Tip of the Week”
campaign. If you would like to start receiving these weekly short, concise, and informative
emails, please visit https://www.tucson.va.gov/ to subscribe.