Poorani Ali A, Kane Vincent
Department of Hospitality and Sport Business Management, Hospitality Associates for Research & Training (HART), Alfred Lerner College of Business & Economics, University of Delaware, USA.
Wilmington VA Medical Center, DE, USA.
J Patient Exp. 2021 Jul 28;8:23743735211034619. doi: 10.1177/23743735211034619. eCollection 2021.
With a national priority to make the Veteran Health Administration (VA) a leading customer service organization and provide patient-centric services to veterans and their families, the Wilmington VA Medical Center (W VAMC) partnered with the University of Delaware's Department of Hospitality and Sport Business Management at the Learner College of Business & Economics to develop The program focused on employee training and provided tools to enhance the veterans' experience, operationalized the VA Way (VA Core Values, Service Behaviors, Service Recovery), and Own the Moment. Phase 1 of the VA Patient Experience Academy launched with 25 managers in February 2019 and were followed by 5 cohorts including physicians, nurse practitioners, registered nurses, licensed practical nurses, medical staff assistants, and staff. The participants were selected from the W VAMC and 5 Community-Based Outpatient Clinics. The results were measured on 3 levels: Learning outcomes, application of training to practice, and the veterans' satisfaction scores. Scores in all 3 areas showed significant improvements.
鉴于国家将退伍军人健康管理局（VA）打造成领先的客户服务组织并为退伍军人及其家属提供以患者为中心服务的优先事项，威尔明顿VA医疗中心（WVAMC）与特拉华大学商学院和经济学院的酒店与体育商业管理系合作开展了该项目。该项目专注于员工培训，并提供工具以提升退伍军人的体验，将VA方式（VA核心价值观、服务行为、服务恢复）和“把握当下”理念付诸实践。VA患者体验学院的第一阶段于2019年2月启动，有25名管理人员参与，随后还有包括医生、执业护士、注册护士、执业护士、医务人员助理和工作人员在内的5个学员群体。参与者从WVAMC和5个社区门诊诊所中选拔。结果在三个层面进行衡量：学习成果、培训在实践中的应用以及退伍军人的满意度得分。所有三个领域的得分都有显著提高。
