Dayton VA Medical Center, Ohio
Office of Veterans Experience
The Dayton VAMC will deliver comprehensive, compassionate, and quality health care and strive continually to improve service to our customers, as measured by attainable standards. The staff at the Dayton VAMC will establish and monitor standards which, when met, will help to ensure customer satisfaction. Assure that employees understand the importance of standards, actions required to meet the standards, and their responsibilities in implementing the actions.
VHA CUSTOMER SERVICE STANDARDS
- Staff Courtesy. We will treat you with courtesy and dignity.
- Timeliness. We will provide you with timely access to health care.
- One Provider. One health care team will be in charge of your care.
- Decisions. We will involve you in decisions about your health care.
- Physical Comfort. We will strive to meet your physical comfort needs.
- Emotional Needs. We will provide support to meet your emotional needs.
- Coordination of Care. We will take responsibility for coordinating your care.
- Patient Education. We will try to provide information and education about your health care that you will understand.
- Family Involvement. We will provide the opportunity to involve your family in your care when appropriate.
- Transition. We will provide transition between your inpatient and outpatient care. Patient Advocate Team Patients deserve to be heard and responded to. When they have care dilemmas, problems and concerns, they should be handled promptly and effectively. Such instances should always be viewed as opportunities to make system improvements, which will avoid future problems or provide better service. Staff will assist patients, families, and visitors by trying to resolve minor concerns. Those that cannot be resolved, or that are delicate in nature, or involve more than one Service, should be directed to the Patient Representative. Patient Representatives act as the agent of the Director and are specifically charged with dealing with concerns that cannot be resolved and identifying system issues that need further attention in accordance with VAMC policy on Patient Advocacy. Patient Advocates - Jason Fisher (937) 262-2164 or VOCERA ext.5999, Room 1D-100C and Christina Potter (937) 262-2164 or VOCERA ext.5999, Room 1D-100C. Service Recovery and Our Service Representatives: Utilizing the Service Line Representatives for Better Patient Satisfaction. Patient satisfaction studies indicate that if a patient concern is rectified in the first fifteen minutes they will still leave satisfied. Routine patient concerns need to be resolved as soon as possible and usually at the service level. In March of 2003, our facility adopted the Service Recovery Program to increase patient satisfaction with our Medical Center. Each service is required to have at least one Service Line Representative that will try to resolve routine patient concerns in their area. Routine concerns could be assistance with scheduling, referrals, medication issues, and forms. Any patient concerns which are complex, or cross more than one service line are referred by the Service Line Representative to the Advocate. We encourage all employees to utilize the Service Line Representatives listing in resolving routine patient concerns to enhance our patient's satisfaction with their care and our facility.
- 800-368-8262 Ext. 2164
Hours of Operation
Monday - Friday
8:30 am to 4:00 pm