Session ID: 
FH27

Using Customer Insights to Improve PX at the VA

4:15pm - 5:30pm Wednesday, March 11
Orlando - Orange County Convention Center
Hall D - Booth 7089 - Federal Health Pavilion

Description

Improving the customer experience is a top priority for the Secretary of Veterans Affairs. For the Veterans Health Administration (VHA) this means improving the patient experience (PX) in America’s largest integrated healthcare system. This talk will cover VHA’s PX improvement journey - from customer insights, to solution development, and utilizing Veteran feedback through real time surveys. We’ll cover lessons learned and insights you can use in developing a PX or CX program.

Speaker(s)

Deputy Director,
VA Patient Experience (VEO/PX)
Innovation Area Lead,
MITRE

Audience

Clinical Informaticists
Military Health Professional
Public Health Practitioner