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West Texas VA Health Care System Recognized For Improvements In Primary Care Provider Satisfaction
Dec. 18—BIG SPRING — The West Texas VA Health Care System (WTVAHCS), based in Big Spring, with five outpatient clinics across West Texas and Southeast New Mexico, 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 (CAHPS) 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 (VEO) 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.
"On behalf of the Veterans Experience Office and the SHEP team, we want to extend our heartfelt thanks to Big Spring for participating in the Most Improved Insights Initiative," the recognition letter stated. "We are delighted to recognize your facility as one of the ten most improved VA sites in the Overall Rating of the Primary Care Provider."
The recognition is based on a comparison of Overall Rating scores from Fiscal Year 2023, Quarter 3 (FY23 Q3) to FY24 Q3, using rolling four quarters of data. In simple terms, it highlights WTVAHCS's steady and remarkable improvement in how Veterans perceive their primary care providers.
A Culture of Improvement
WTVAHCS Director Keith Bass, whose leadership has been instrumental in driving this achievement, credited the honor to the relentless dedication of the facility's healthcare professionals. "This recognition reflects the hard work, compassion, and innovative spirit of our staff," Bass said. "Improving the Veteran experience is at the core of everything we do, and I couldn't be prouder of the team's commitment to providing exceptional care."
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 SHEP survey gathers feedback from Veterans about their experiences, including provider communication, care coordination, and responsiveness of staff. These insights are critical to ensuring Veterans receive the highest quality care in an environment that prioritizes respect, trust, and excellence.
WTVAHCS's achievement stands out not only because of the improvement itself, but also because of the transparency and collaboration involved. The VEO and SHEP teams emphasized that Big Spring's willingness to share insights and best practices 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
At the heart of the WTVAHCS's success lies a deep commitment to Veteran-centered care. In recent months, the system has prioritized initiatives designed to improve access to care, enhance communication, and ensure that Veterans feel heard, respected, and cared for during every interaction.
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 themselves have noticed the changes. In recent feedback collected through the SHEP survey, patients praised WTVAHCS 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 who have served our country."
Sharing Success
As one of the top 10 most improved facilities in provider satisfaction, WTVAHCS has contributed to a broader effort to enhance care across the VA healthcare system. By sharing successful strategies and practices, the Big Spring facility is helping to foster a culture of collaboration and innovation among VA sites nationwide.
"Your efforts reflect your dedication to excellence in patient care and the Veteran experience," the VEO and SHEP team noted in their congratulatory message. "We look forward to learning more from your team as we continue to foster collaboration and best practices across the VA healthcare system."
Looking Ahead
For the staff and leadership at WTVAHCS, 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 strive for every day," said Bridgett Holmes, Chief of Veteran Experience for the West Texas VA Health Care System. "We will continue listening to our veterans, learning from their feedback, and devoting ourselves to providing the exceptional care they have earned."
As the FY24 Q3 Most Improved Insights Initiative shines a spotlight on the WTVAHCS, the recognition underscores the system's role as a leader in patient satisfaction and Veteran-centered care. For Big Spring and the veterans it serves, this honor represents a significant milestone in the journey to excellence.
Tampa General Integrates Behavioral Health Into Primary Care
Tampa General has partnered with evolvedMD to bring behavioral health services directly into its primary care practices.
Through the collaboration, licensed psychiatrists, social workers and counselors will be embedded within Tampa General Medical Group primary care locations, enabling patients to access mental health care alongside routine medical services.The integrated model launched in October at a primary care office in St. Petersburg, with plans to expand to seven additional practices by the end of 2025.
When a primary care provider identifies patients in need of mental health support, they can refer them to the embedded behavioral health team. The team includes a care manager who works closely with a psychiatrist on treatment. A care navigator then coordinates follow-up appointments and manages treatment plans.
"There are so many conversations about the need for mental health care, and we believe that it is imperative to use our resources as an academic health system to bring a solution directly to our patients," Karna Patel, MD, vice president of Tampa General Hospital and president of Tampa General Medical Group, said in a Dec. 19 news release. "By focusing our efforts in this setting, we are improving the overall care our patients receive, giving our providers the tools they need to address their patients' health holistically."
Alberta Unveils New Primary Care Doctor Compensation Model
To increase access to family doctors throughout the province, the Alberta government is putting a new primary care physician compensation model into place.
According to the province, this new model will make Alberta's family doctors the strongest-paid and most patient-focused in the country.
"Albertans must be able to access a primary care provider. We've been working hard with our partners at the Alberta Medical Association to develop a compensation model that will not only support Alberta's doctors but also improve Albertans' access to physicians. Ultimately, our deal will make Alberta an even more attractive place to practise family medicine," stated Danielle Smith, Premier of Alberta.
The goal of the new approach is to incentivize doctors to treat more patients and pursue full-time practice. According to the province, incentives include increases for:
"We have worked with the Alberta Medical Association to address the challenges that primary care physicians are facing. This model will provide the support physicians need and improve patient access to the care they need," shared Adriana LaGrange, Minister of Health."
Being a market-based and evidence-based paradigm, it acknowledges and compensates doctors for their vital work, which includes the quantity and complexity of patients they see as well as the time they spend giving direct and indirect treatment.
"Additionally, family physicians who are not compensated through the traditional fee-for-service model will now receive higher pay rates under their payment model, known as the alternative relationship plan. This includes those who provide inpatient care in hospitals and rural generalists. Alberta's government is increasing this to ensure hospital-based family physicians and rural generalists also receive fair, competitive pay that reflects the importance of these roles," stated the province.
If at least 500 physicians sign up, the primary care physician compensation model will go into full effect in the spring of 2025. Enrollment will start in January.
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