Sign up to save your podcasts
Or
Share EP 62 - Assessing Veterans’ Patient Experience through the Survey of Healthcare Experience of Patients (SHEP) Program within the Veterans Health Administration
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
EP 62 - Assessing Veterans’ Patient Experience through the Survey of Healthcare Experience of Patients (SHEP) Program within the Veterans Health Administration
In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs’ Veterans Health Administration (VHA).
Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves care for veterans.
The conversation explores how SHEP:
- Uses surveys to capture veterans’ experiences across all types of care
- Analyzes data to highlight what’s working well and pinpoint opportunities for improvement
- Leverages automation and monthly reports to deliver fast, actionable insights
They also share what’s ahead for the program, including:
- Enabling veterans to complete surveys directly from their phones
- Comparing VA care to community care to better understand the full patient journey
- Exploring AI and natural language processing for deeper analysis
- Providing training to staff on turning feedback into meaningful action
At its core, SHEP’s mission is simple yet powerful: to improve healthcare quality and satisfaction, helping veterans live healthier lives. By surfacing common challenges and spreading best practices, the team is driving positive change across VA facilities nationwide.
Congratulations to the SHEP team on receiving the 2024 Service to the Citizen® Award!
Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!
Stay Connected:
- Follow us on social media:
- LinkedIn: @DorrisConsultingInternational
- Twitter: @DorrisConsultng
- Facebook: @DCInternational
Resources Mentioned:
- Citizen Services Newsletter
- 2024 Service to the Citizen Awards Nomination Form
View all episodes
By Dorris Consulting International
5
2020 ratings
In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs’ Veterans Health Administration (VHA).
Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves care for veterans.
The conversation explores how SHEP:
- Uses surveys to capture veterans’ experiences across all types of care
- Analyzes data to highlight what’s working well and pinpoint opportunities for improvement
- Leverages automation and monthly reports to deliver fast, actionable insights
They also share what’s ahead for the program, including:
- Enabling veterans to complete surveys directly from their phones
- Comparing VA care to community care to better understand the full patient journey
- Exploring AI and natural language processing for deeper analysis
- Providing training to staff on turning feedback into meaningful action
At its core, SHEP’s mission is simple yet powerful: to improve healthcare quality and satisfaction, helping veterans live healthier lives. By surfacing common challenges and spreading best practices, the team is driving positive change across VA facilities nationwide.
Congratulations to the SHEP team on receiving the 2024 Service to the Citizen® Award!
Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!
Stay Connected:
- Follow us on social media:
- LinkedIn: @DorrisConsultingInternational
- Twitter: @DorrisConsultng
- Facebook: @DCInternational
Resources Mentioned:
- Citizen Services Newsletter
- 2024 Service to the Citizen Awards Nomination Form