Big Spring VA recognized for provider satisfaction improvement

West Texas VA—which is based in Big Spring, Texas, and connects 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.

The recognition is measured by the Consumer Assessment of Healthcare Providers and Systems survey.

This achievement places West Texas VA among the top 10 most improved VA health care sites across the country for primary care provider satisfaction in Fiscal Year 2024.

A culture of improvement

Director Keith Bass credited the honor to the relentless dedication of the facility’s health care professionals. “This recognition reflects the hard work, compassion and innovative spirit of our staff. Improving the Veteran experience is at the core of everything we do. I couldn’t be prouder of the team’s commitment to providing exceptional care,” Bass said.

The recognition letter stated, “Your willingness to share your journey and insights has provided invaluable learning opportunities for all of us. 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.”

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 have noticed the changes. Patients praised providers for their professionalism, kindness and attentiveness.

“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,” said Navy Veteran Richard Yanez.

“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.”

As one of the top 10 most improved facilities in provider satisfaction, West Texas VA 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.

Looking ahead

For the staff and leadership, 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 stive for every day,” said Bridgett Holmes, chief of Veteran Experience. “We will continue listening to our Veterans, learning from their feedback and devoting ourselves to providing the exceptional care they have earned.”