The independent 2013 American Customer Satisfaction Index (ACSI) reports Veterans enrolled and using the VA health care system are “highly satisfied” with the quality of their care and their relationships with their clinical providers. In nearly all of the categories measured, VA health care exceeded private sector health care. Reflected in the outcomes were the strong loyalty to VA health care Veterans feel as users of the Nation’s largest integrated health care system. This is the fifth year that VA scores in the ACSI index have demonstrated superior customer satisfaction. The VA model of care, based upon the philosophy of delivering care that is personalized, proactive, and patient driven and utilizing VA-inspired electronic health innovations continues to garner positive satisfaction and excellent health outcomes.
Survey participants are asked for their feedback on customer expectations, perceived value and quality, responsiveness to customer complaints, and customer loyalty. Results for 2013 reflect a high degree of loyalty to VA-provided health care among Veterans with a ranking of 93 percent. This score has been reported for five of the last six years. Customer service is the greatest strength for VA with a score of 91. Medical providers and appointment personnel remain highly courteous and supportive with scores of 92 and 91, respectively. Medical providers are also are considered “highly professional,” with a score of 90. Respondents rank inpatient care at 91 and outpatient care was given a grade of 92. Veterans indicated they would use VA health care again and recommend it to their friends. On the inpatient side, Veterans said they were 96 percent likely to use VA services again and in the outpatient category they were 95 percent likely to be repeat users of VA health care. For more information, visit www.va.gov.
The 2013 ACSI assesses the satisfaction of Veterans who have recently been patients at the VA. Since 1994, ACSI has been a national indicator of customer evaluations of the quality of goods and services, including health care, available to U.S. residents. ACSI shows how our patients evaluate us here at the VA and identifies which activities have the greatest impact on their perception of the quality of care we provide. ACSI is an entirely independent organization and has no affiliation with the Department of Veterans Affairs. ACSI is the nation’s only cross-industry measure of customer satisfaction, providing benchmarking between the public and private sectors, therefore providing a helpful view of how VA health care measures-up to private health care systems. All ACSI data is available to the public for review.