Share Your Experience by Participating in a Post-VA Visit Survey

Wilmington VA relies on feedback from its Veterans to continue to evolve the way it provides care. Shortly after a visit or inpatient stay to one of Wilmington VA’s clinics or medical center, Veterans may receive a survey that asks them about their visit. 

These can come in two forms: a Survey of Health Experiences of Patients (SHEP) or V-Signals survey. SHEP Surveys are mailed out to Veterans and may take up to two weeks to get to you while V-Signals are sent via text or email right after an appointment. 

Not everyone will receive the survey, in Fiscal Year 2023 only 6,076 surveys were sent out compared to the nearly 450,000 patient appointments. Currently, Wilmington VA only has a 30% response rate for these surveys. 

“We know based on feedback to the patient advocates that Veterans enjoy coming to the VA, but improved Veteran participation in these surveys can impact our overall satisfaction score,” said Wilmington VA’s Veteran Experience Champion Susana Cebula. “Every week we review comments and satisfaction results from these surveys, so when Veterans take time to respond, their voices are heard and our overall rating changes.”

Wilmington VA’s overall trust score is 93.6% and has a goal of 95%. Although, this cannot be reached without the input from Veterans to see what the positives and negatives are with their visits at the VA. 

What is a SHEP Survey?

SHEP Surveys help show the facility where it stands among health care providers within the Delaware and southern New Jersey community and across the nation. 

This survey focuses on four health care areas: inpatient care, primary care, specialty care and care in the community. The survey information and other data, such as wait times, staffing data, direct observation or talking to patients, help to generate a robust picture of facility health and areas for improvement.

Feedback includes ease and speed of making an appointment, experience with their provider, followed up with lab work or x-ray results, and if medications were discussed. 

Veterans receive this survey through post mail or email, and typically arriving two weeks after your appointment or discharge from inpatient care and then SHEP provides this information to facility managers about to show a Veteran overall experience in their area.

Nationally, all health care is evaluated under a program called CAHPS (Consumer Assessment of Healthcare Providers and Systems.) This program helps health care systems to evaluate their care in three areas. 

First, patients' perspectives of care that allow objective and meaningful comparisons of hospitals on topics that are important to consumers.

Second, public reporting of the survey results creates new incentives for hospitals to improve quality of care. 

Third, public reporting serves to enhance accountability in health care by increasing transparency of the quality of hospital care provided in return for the public investment. These are also some of the key drivers that impact Veteran trust in the quality of care.

By maintaining what is good and focusing improvement measures on problem areas, the expectation is for ratings to improve over time. The quarterly reports provide gains or losses based on the previous reporting period.

SHEP Surveys are conducted by the VA Office of Quality and Patient Safety, Analytics and Performance Integration Division, Office of Performance Measurement. 

What is a V-Signal Survey?

The second survey that the VA relies on for Veteran feedback about their care is V-Signals. A V-Signals survey is a shorter survey, given at random, soon after a Veteran finishes their appointment.

A link to the V-Signals survey is sent to the Veteran via a text message or email. This allows the Veteran to provide real-time feedback and results are shared with Wilmington VA Veterans Experience staff within 5-10 mins of survey submission. 

Currently V-Signals surveys are provided for almost every kind of appointment at the VA including but not limited to, no-shows, community care, community living center, outpatient and inpatient. 

Depending on the services provided, the Veteran will receive a unique set of questions related to that service. 

Make Your VA Visit Count!

In the case of both surveys, Veterans’ participation is paramount to their success. VA nationwide averages about a 35% response rate. Veterans that take their survey are investing in their own health care and indicates they appreciate having a voice in improving it.

In addition to looking out for a SHEP or V-Signals Survey post VA visit, Veterans can also send a letter to the director at VHAWIMDirector@va.gov with any negative or positive comments.

For any questions contact Wilmington VA patient advocate team at 302-994-2511 extension 5436.