VA Mid-Atlantic Health Care Network

Asheville director Steph Young (center) standing with VISN 6 director Paul Crews (right) to receive the VHA Best Experience Awards for facility complexity level 1 from Dr. Steven Lieberman, VA Deputy Undersecretary for Health

During the VA's 2023 Customer Experience Symposium, VA Secretary Denis McDonough and Dr. Steven Lieberman, VA Deputy Undersecretary for Health recognized individuals and organizations that have shown a deep commitment to Veteran care. 

Two organizations in VISN 6 were highlighted for their exceptional performance: The Charles George VA Medical Center in Asheville (Western North Carolina VA Health Care) received the VHA Best Experience Award for facility complexity level 1, and the W.G. “Bill” Hefner VA Medical Center (Salisbury VA Health Care System) was awarded the Veteran Health Administration’s (VHA) Most Improved in Outpatient Experience Award. 

The VA recognizes organizations that consistently deliver exceptional experiences, measured by key Customer Experience leadership attributes, internal control assessments, and operational standards and measures. The awards are given in several categories. 

According to VISN 6 Network Director Paul Crews, both teams have members who realize that every moment they spend at work means something to Veterans. They have dedicated themselves to making every second count. Crews congratulated the teams on their outstanding performance. 

Under the leadership of Medical Center Director Steph Young, the Asheville team performed exceptionally well on the data measures for the Survey of Healthcare Experiences of Patients (SHEP) for Primary Care and Mental Health (PCMH), Overall Rating of the Provider, SHEP Inpatient Overall Rating of the Hospital, V-Signals Trust, and All Employee Survey (AES) Best Place to Work.

Dr. Sundip Roy receives the Most Improved Outpatient Experience Award from VA Deputy Undersecretary for Health Dr. Steven Lieberman

The recognition for Most Improved in Outpatient Experience awarded to the W.G. “Bill” Hefner VA Medical Center in Salisbury is a reflection of the value they place on the relationship between their clinicians and the Veterans Experience Office. 

The award is based on the team's highest rate of improvement in VHA. Dr. Sundip Roy, a Salisbury VA Primary Care Clinician, who was joined in Washington by Salisbury teammate Dwalla Dickerson to receive the award, commented that the team's success is a result of the one team for one Veteran approach amongst their clinicians and the Veteran Experience Specialists. 

This approach is at the heart of their success and engenders the spirit of shared Whole Health Culture at Salisbury. Sali
sbury’s Veteran Experience Office collaborated with Primary Care Leadership via action groups each month in FY22 to improve their SHEP scores, based on surveys Veterans completed after their health care visits. 

Roy added that the collaboration is a “dynamic partnership that bridges clinical excellence with compassionate care.” Crews added that the VA is very proud of everyone working together to create an exceptional patient experience. The collaboration and effort to make a difference will hopefully inspire others to do the same.