In light of the recent media coverage regarding scheduling practices at VA medical centers in other parts of the country, I want to assure you that the VA Palo Alto Health Care System (VAPAHCS) is committed to providing the highest quality, safe and compassionate care to our Veterans. We are proud of our talented and dedicated employees, incredible community and volunteer support, state-of-the-art technology, wonderful academic affiliations, pioneering research, and world class patient care. Veterans in our health care system are treated as individuals with clinical leadership reviewing, evaluating, and prioritizing patient needs on a daily basis. If clinical services cannot be provided to a Veteran within the health care system within a reasonable time, we collaborate with community resources to provide the necessary services. Veterans are surveyed on their satisfaction with the care we provide. Consistently, VAPAHCS scores above the national average for all VA medical centers. We score in the top 25 percent in the area of access to outpatient care and in the top 10 percent for satisfaction with our providers. We strive to see patients within 14 days of the date they would like to be seen. If a Veteran has an emergent or urgent need, they are triaged by the appropriate service to be seen sooner. Our Telephone Care Program serves as a valuable partner in this process. There are other options to meeting Veteran’s needs such as fee basis care or other virtual modalities such as telehealth and electronic consults. Veterans may also directly reach their providers and care teams by using secure messaging through myHealtheVet. Our goal is to provide the right care at the right place, in the right time to Veterans. In order to obtain scheduling access, staff must complete mandatory training modules that includes education on the business rules of scheduling, capturing the correct date for which a Veteran desires their appointment, use of electronic wait lists and use of the recall system. Schedulers are regularly audited to ensure compliance with scheduling protocols. We are proud of our hard-working, dedicated medical support assistants as their role in scheduling is an important factor in providing Veterans care. I appreciate the hard work and dedication of our employees, the sacrifices of our Veterans’ family members, our selfless community partners, and our dedicated VA volunteers. VAPAHCS is focused on continuously improving the care we provide to our Nation’s Veterans in order to better Serve those who Served. Elizabeth Joyce Freeman Director, VA Palo Alto Health Care System
Posted on: Tue, 20 May 2014 18:38:58 +0000
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