Big Spring VA recognized for provider satisfaction improvements
The West Texas VA Health Care System has earned national recognition for its significant improvement in the Overall Rating of Primary Care Providers, as measured by the Consumer Assessment of Healthcare Providers and Systems survey.
This achievement places West Texas VA among the top 10 most improved VA healthcare sites across the country for primary care provider satisfaction in Fiscal Year 2024, reflecting a deep commitment to enhancing care for Veterans.
The distinction was announced by the Veterans Experience Office and the Survey of Healthcare Experiences of Patients (SHEP) team as part of their FY24, third quarter—Most Improved Insights Initiative. This initiative engaged 18 VA facilities nationwide that demonstrated measurable improvement in patient satisfaction, identifying key practices and strategies that led to their success.
Amme Baker, a certified nurse practitioner, listens to the heart of Navy Veteran Stacy Grice
The recognition highlights the facility’s improvement in how Veterans perceive their primary care providers.
A culture of improvement
Director Keith Bass credited the honor to the dedication of the facility’s healthcare professionals.
“This recognition reflects the hard work, compassion and innovative spirit of our staff,” Bass said.
Patient satisfaction, as measured by the SHEP survey, plays a vital role in identifying areas of success and those that need improvement across VA facilities. The survey gathers feedback from Veterans about their experiences, including provider communication, care coordination and responsiveness of staff. The insights are critical to ensuring Veterans receive the highest quality care in an environment that prioritizes respect, trust, and excellence.
Big Spring’s experience provides learning opportunities for other VA facilities.
“Your willingness to share your journey and insights has provided invaluable learning opportunities for all of us,” the recognition letter noted. “The practices and approaches you implemented to achieve these remarkable results are truly inspiring and contribute significantly to the broader mission of improving care for our Veterans.”
Focus on Veteran-centered care
Purple Heart Veteran Andres Rios gets his vitals checked by Ashlyn Forbush, a licensed vocational nurse.
One strategy credited for the improvement is a focus on building trust and stronger patient-provider relationships. Through targeted training and process improvements, providers are encouraged to spend more time engaging with patients, addressing concerns and explaining care plans in clear and compassionate terms.
Veteran satisfaction also stems from improved operational efficiency. Efforts to streamline appointment scheduling, reduce wait times, and enhance follow-up care have resulted in a more seamless and satisfying experience for Veterans.
Recognizing dedication
Veterans have noticed the changes. In recent survey feedback, patients praised providers for their professionalism, kindness and attentiveness. Navy Veteran Richard Yanez remarked, “I have been coming to West Texas VA for over 40 years. I love the care I receive here. Each visit gets better and better.”
The commitment to excellence extends beyond the medical staff to include administrative teams, support personnel and leadership. Together, their efforts ensure that every Veteran who walks through the doors receives the care and respect they deserve.
“This recognition motivates us to keep pushing forward,” said Bass. “While we celebrate this achievement, we also know that improvement is a continuous journey. Our goal is to build on this momentum and continue delivering the highest level of care for the Veterans.”
Looking ahead
For the staff and leadership, the recognition serves as both an honor and a challenge. While they celebrate the strides made, their focus remains on sustaining and expanding the improvements that earned them this distinction.
“Improving the Veteran experience is not something you achieve once, but an ongoing commitment we stive for every day,” said Bridgett Holmes, chief of Veteran Experience. “We will continue listening to our Veterans, learning from their feedback, and devoting ourselves to providing the exceptional care they have earned.”