Independent 2013 Survey Shows Veterans Highly Satisfied with VA Care

va-hospital.previewHigher rating than Private-Sector Hospitals on Average


WASHINGTON — The American Customer Satisfaction Index (ACSI), an independent customer service survey, ranks the Department of Veterans Affairs (VA) customer satisfaction among Veteran patients among the best in the nation and equal to or better than ratings for private sector hospitals.   The 2013 ACSI report assessed satisfaction among Veterans who have recently been patients of VA’s Veterans Health Administration (VHA) inpatient and outpatient services.   ACSI is the nation’s only cross-industry measure of customer satisfaction, providing benchmarking between the public and private sectors.

In 2013, the overall ACSI satisfaction index for VA was 84 for inpatient care and 82 for outpatient care, which compares favorably with the U.S. hospital industry (scores of 80 and 83, respectively).   Since 2004, the ACSI survey has consistently shown that Veterans give VA hospitals and clinics a higher customer satisfaction score, on average, than patients give private sector hospitals. These overall scores are based on specific feedback on customer expectations, perceived value and quality, responsiveness to customer complaints, and customer loyalty.  One signature finding for 2013 is the continuing high degree of loyalty to VA among Veterans, with a score of 93 percent favorable.  This score has remained high (above 90 percent) for the past ten years.

“Every day, our dedicated VA employees, many of whom are Veterans themselves, strive to provide millions of Veterans with the excellent care they have earned and deserve,” said Secretary of Veterans Affairs Eric K. Shinseki.  “Our Nation’s Veterans deserve the best care, and the ACSI survey results help us better understand how Veterans feel about their overall health care experience at VA. There is always more work to do, and we are focused on continuous improvement to the care we provide.”

Additionally, Veterans strongly endorsed VA health care, with 91 percent offering positive assessments of inpatient care and 92 percent for outpatient care.  When asked if they would use a VA medical center the next time they need inpatient care or outpatient care, Veterans overwhelmingly indicated they would (96 and 95 percent, respectively).

Veterans also responded positively to questions related to customer service for both VA inpatient care (92 percent favorable) and outpatient care (91 percent).   Medical providers and appointment personnel were considered highly courteous with scores of 92 and 91, respectively.   Additionally, VA medical providers ranked high in professionalism (90 percent positive).

“VA’s strategy of providing a personalized, proactive, patient-driven approach to health care is positively impacting Veterans’ experiences at our 1700 sites of care nationwide,” said Dr. Robert A. Petzel, VA’s Under Secretary for Health.  “We are transitioning to a health service focused on Veterans’ personal health care goals, and this is reflected in the ACSI score.”

With over eight million Veterans enrolled, VA operates the largest integrated health care delivery system in the United States.  Our mission is to honor America’s Veterans by providing exceptional health care that improves their health and well-being.   VA provides a broad range of primary care, specialized care, and related medical and social support services.  VA provided 89.7 million outpatient visits last fiscal year. VA has 236,000 health care appointments per day.

ACSI – VHA Inpatient Survey:

ACSI – VHA Outpatient Survey:

For more information about VA health care visit


#   #   #

Bookmark and Share

Short URL:

The views expressed herein are the views of the author exclusively and not necessarily the views of VT or any other VT authors, affiliates, advertisers, sponsors, partners and technicians. Legal Notice

Posted by on Apr 16 2014, With 0 Reads, Filed under Health, Vet News, Veterans Affairs. You can follow any responses to this entry through the RSS 2.0. Both comments and pings are currently closed.


To post, we ask that you login using Facebook, Yahoo, AOL, or Hotmail in the box below.
Don't have a social network account? Register and Login direct with VT and post.
Before you post, read our Comment Policy - Feedback

Comments Closed

6 Comments for “Independent 2013 Survey Shows Veterans Highly Satisfied with VA Care”

  1. What the company does is send out letters to vet and ask if you like the VA. If the Vet said something bad he will see no more letters from that company.; The Numbers are FIX. Deny, deny, Delay, delay until we DIE!!

  2. “INDEPENDENT”? The only thing “Independent” about this “study” is it’s independent of truth. I was diagnosed with FM six (6) YEARS before the VA arrived at the same dx. It took the VA another 13 YEARS to admit service-connection, and then said I would DIE before they would grant compensation. For complaining, the VARO in DesMoines Iowa sent DHS agents to intimidate me into silence by “arresting” me at gun point on a trumped up charge that was eventually dismissed, but not before the damages were done. This Gov’t Sponsored Criminal Activity TERRORIZED my wife, children and family members. To date, I am still fighting the SSA & VA for benefits promised, but not delivered. Google KENNETH TENNANT (Domestic Terrorism USA vs Veterans and the First Amendment) & You Tube AMERICAN VETERAN Discarded and Forgotten.

  3. An amazing survey were it to be believed. I, however, have not fared so well. VA has given me four free operations-to fix the first one that almost killed me. Satisfied? Yes-to be alive but not with the new bulging abdomen and 4 new hernias. Who are they asking to comment on being satisfied? I was told last month that VA won’t be offering me the new Hepatitis C drug to cure me until next year due to “funding constraints” even though I am now Stage 4. Triage is the order of the day. Considering they have overpaid Hospital administrators with extravagant bonus for years in spite of high Veteran mortality, they continue to maintain their position of being on the cutting edge of medicine. I suspect the “surveyed respondents” are none other than VA employees instructed to mimic Veterans in the system. But that would be akin to a conspiracy theory which is impossible.

  4. I guess it’s like that, whoever counts the results determines the outcome. If the VA has higher quality of care the public hospitals would be shut down. Question is what did the author receive for this trash ?

  5. I have to say, I’m anything but satisfied with the VA. I have been in a protracted fight to get the needed care for my service connection. I have been forced to use my benefit to pay for outside care because the VA is inept. I am about to take them to Federal Court.

  6. OK, Richard, well 92% is not 100%.
    Hopefully you can get your situation straightened out.

    My own experience with VA Healthcare has been VERY VERY positive.

    2LT Dennis Morrisseau USArmy [armor - Vietnam era] retired.
    W Pawlet, VT 802 645 9727

Comments are closed


Email Newsletter icon, E-mail Newsletter icon, Email List icon, E-mail List icon Join Our Daily Newsletter
  View Newsletter ARCHIVE


  1. ISIS Is Now Obama’s (Orwell’s) Permanent War
  2. VetLikeMe September 25, 2014
  3. NEO – True Heroes Behind the Kiev Ceasefire
  4. Sandy Hook: No Murders in Newtown in 2012
  5. Student Veterans Face Tough Transition on Campus
  6. Reactions to Obama’s UN Address
  7. Where have all the Flower Power Protesters Gone?
  8. Ukrainian singer Ruslana: “A visit to Donetsk was an eye-opener”
  9. Video: Role of other countries in airstrikes against ISIL
  10. What’s Going on with Young Vets in the Labor Market?
  11. Veterans Detail VA Hospital Problems
  12. Scoundrel Media Reactions to Obama’s Syrian Aggression
  13. Obama’s Demagogic UN Address
  14. NEO – Will France and Germany challenge NATO?
  15. Obama Regime Trampling Free Press
  16. Alternative Media Success Panics NeoCons
  17. Festival America in Vincennes, France
  18. PressTV – Iran Played Pivotal Role Defeating ISIL in Iraq
  19. Da’ish (IS), FSA and al Nusra Compete for Dwindling Support…
  20. NEO – Sanction-Drunk West Forgets to Target ISIS Sponsors
  1. Martin Maloney: @ Jim Fetzer "We are putting together law suits..." Before any suit gets even close to a court date, it is likely that Vance, Rosen and Carver will each succumb to a ...
  2. LC: Wow!!! quiet intersting.... I also saw another clip of his mentioning Khurason. He said the Imam Mahdi will be in that army. May be that's why ZIO-CANNIBALS had been looking for ...
  3. helpingmind: VERY good point. The NRA walks a thin line... I suspect they too are CIA controlled, but many there and most of the rank and file are good sincere people. In ...
  4. Howard T.Lewis III: The main difference between freemasons and masons is masons earn a living and gold while freemasons print scrip that is unwisely accepted by those who are working for a living. ...
  5. Howard T.Lewis III: Several reports going back years have the bin Laden construction etcetera people contracted to do the conventional ordnance at the WTCs AND the pentagon. The 'drop away floors' incorporated into ...

Veterans Today Poll

For over 60 years, US Taxpayers have been funding Israel, Palestine and Middle East. Are you happy with return on investment or would you prefer those monies be invested at home instead?

View Results

Loading ... Loading ...