I’m proud to report that the Department of Veterans Affairs (VA) has once again achieved high scores when it comes to patient satisfaction, according to the independent 2013 American Customer Satisfaction Index.

The 2013 ACSI assesses the satisfaction of Veterans who have recently been patients at the VA.  Since 1994, the ACSI has been a national indicator of patient evaluations of the quality of goods and services, including health care, available to U.S. residents.  They review customer feedback for both the public and private sectors.

The 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.

In addition to showing us what we’re doing right, the survey also shows us where we could be making some improvements.  We can use this important information to prioritize our future efforts to deliver the highest possible quality of care to our Veteran patients.

Here are some highlights from the survey:

The 2013 ACSI index for inpatients recently discharged from a VA acute medical center holds at a strong 84 on a 0-100 scale.  This is four points higher than the industry average. The VA outpatient score of 82 is within one point of the industry average.

As I mentioned earlier, customer service remains the greatest strength for VA with a score of 91. Medical providers and appointment personnel remain highly courteous with scores of 92 and 91, respectively. Medical providers are also highly professional, with a score of 90.

For the third straight year, the 2013 index of Veterans’ Loyalty to VA-provided health care? remains at 93.  Respondents remain very willing to say positive things about inpatient care (91) and outpatient care (92).  They are highly willing to use a VA medical center the next time they need inpatient care (96) or outpatient care (95).

The ACSI results also suggest several areas for improvement at VA.  Those include the clarity of information provided by our health care providers, in particular how we explain test results to our patients; and the accessibility of VA medical centers.

We will use this invaluable feedback to guide us as we strive to make improvements in these areas.

Our work to improve and enhance the health care we provide at VA is never done.  But as the 2013 ACSI survey results suggest, we are a patient-centered system dedicated to providing the best care we possibly can to Veterans and we continue to provide high quality care. America’s Veterans deserve nothing less.

For more information about VA health care visit http://www.va.gov/health/

For current data from the ACSI survey, read our press release.

Share this story

Published on Apr. 16, 2014

Estimated reading time is 2.2 min.

Views to date: 363


  1. nelson April 28, 2014 at 4:11 pm

    I am not sure, but the VA , American Legion and others veterans organizations are playing the same type of game , when it comes to fight for our rights, and some VA employees as well.

  2. Mike Hargas April 18, 2014 at 10:02 am

    I disagree with the fee basis comments. I am three hours away from the Minneapolis VA hospital. I am always disappointed when I receive fee basis. The care I receive at the VA is second to none and well worth the drive even though the ride is very hard on me. The depth of knowledge in that building is without compare. I have always been treated with courtesy, compassion and respect.
    Complaints about claim time have nothing to do with the health care system. Claims are handled by a separate office.

  3. Jeff pruett April 16, 2014 at 9:11 pm

    Dr petzel,

    You are giving a link to 2012 results(the latest) where are this past years results? I would like to ask why SES level people are being held accountable for grievous errors that caused veterans lives and why feet are dragged long enough for people to retire? Have they named your replacement?

    • Jeff pruett April 16, 2014 at 9:26 pm

      Sorry NOT being held accountable…….

  4. Steve April 16, 2014 at 8:58 pm

    I am a Viet Nam vet. In 2008 I contracted lung cancer. If it wasn’t for the genius of the surgeons and staff at the Boise VA Medical Center I wouldn’t be writing this comment today. I have never had a bad experience when there for appts, treatment or the fitting of my hearing aids. The staff, as I have said, is above the norm at every level. I thank them all for extending my life and being there for me…Congratulations on your ratings, you deserve them…

  5. Cecile Romero April 16, 2014 at 7:55 pm

    I have to disagree with the above……my personal experience as both in and out patient, give my VA here in Florida……100%.

    My Gratitude is with the VA !

  6. John Junkins April 16, 2014 at 7:46 pm

    The VA Health System and Claims are two different components. The last time I used the VA Health system was 1983 and I swore I would never go again. I came back in the VA Health this year (2014). I found it to be a brand new system. I cannot say enough good things about the current system. I use the Decatur-Madison Clinic and the people there have been outstanding professionals who continue to amaze me at the quality of support they provide. I am very pleased with this VA Health system and applaud the efforts of the personnel providing the support. Outstanding !!
    I also applaud the VA people who work the crisis line at 18002738255.

    • Yvonne Levardi April 17, 2014 at 12:05 pm

      John, we would love to hear and share your story! If you’d be willing to let us share that here on our blog, please contact us at newmedia@va.gov.

  7. D. Lee Lauver April 16, 2014 at 7:38 pm

    Don Lee Lauver I just came out of the VA out patient clinic here in Billings Mt. I would give them the best possible.

  8. Joan G. McKinney April 16, 2014 at 6:23 pm

    Speaking as one woman veteran, I am very pleased with the care I receive at the Woman’s Clinic in Tulsa, OK. I regret some of you are not happy, but do not condemn the entire system.

  9. Joseph Lopez April 16, 2014 at 4:26 pm

    Again ,we are given information without details as to how many,where,ethnic and racial breakdown,ages, services, combat or non-combat, sex, total population,etc ,etc, etc.
    Previous servey of actual veterans organizations by actual veterans show tremendous dissatisfaction.Why the disparity.
    In my case ,lasting over 50 years ,I have finally been total that The VA in Chicago or anywhere ,has never requested the documentation from Pearl Harbor Naval Hospital.
    There is no evidence in the files which have not been available for years,
    We Marines where not treated in hospitals.We had none ,nor doctors or nurses.
    We were treated and operated on at Marine Bases by visiting Navy Doctors and even operated on there.
    After dozens of years of stories the VA now admits the did not ask for these records and have “LOST” all the paperwork on requests.
    Again it is the stupid VETERANS fault he trusted the VA excuses.
    What do you do now , 50 years later?

  10. Douglas April 16, 2014 at 3:08 pm

    I’ll second Tom – My guess is that the surveys probably didn’t ask much about rural health care. I wonder why it is that all of the news from the VA is success story after success story yet everytime I turn around there’s another Senator or Congressman supporting legislation to change/fix widespread systemic issues.

  11. Tom Moors April 16, 2014 at 2:52 pm

    I agree with the comment from Rick, stop patting your self on the back. Come to the rural area of northern Minn. Fee basis is the biggest non-productive agency in the VA system. We are made to drive some 200 miles to a VA hospital, this makes for a long day and a senseless trip when I have a hospital within 2 miles, which is way above any VA facility. Read your paper, Bigfork ,Minn. is the highest rated hospital in the nation for customer satisfaction—would make a great VA hospital or CBOC. This would help our veterans in rural areas to get better health care without traveling 100’s of miles. At the VA im a number, my local hospital I am somebody other than a number. Lets get out of the urban and see the real issue. RURAL HEALTH CARE FOR VETERANS—NOW.

  12. rick April 16, 2014 at 12:18 pm

    That is really good!
    BUT, what about the completion rate of claims and especially appeals?? Why does EVERYTHING take so very long with the VA?? There never seems to be a sense of urgency with anything except receiving bonuses…. I had a DRO interview one month ago – provided everything asked for – nothing. Again, why must everything take so very long?
    Stop patting yourself on the back and do some real work – process claims and appeals.
    We deserve better than we are getting….

Comments are closed.

More Stories

  • During Sickle Cell Awareness Month in September, the American Red Cross emphasizes the importance of a diverse blood supply to help meet the needs of those with sickle cell disease – the most common inherited blood disorder in the U.S.

  • CaringBridge, a free online tool to communicate health news to family and friends, is celebrating its 25th anniversary.

  • Shahpur Pazhman flew Black Hawk missions in 27 of Afghanistan’s 34 provinces, resupplying and relocating Afghan ground forces and evacuating casualties to safety. Thanks to Bridge My Return, he's back in the air.