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


#   #   #

Share...Share on FacebookShare on Google+Tweet about this on TwitterEmail this to someoneShare on LinkedInShare on RedditShare on Tumblr

Related Posts:

  • No Related Posts

All content herein is owned by author exclusively. Expressed opinions are not necessarily the views of VT, VT authors, affiliates, advertisers, sponsors, partners, technicians or Veterans Today Network and its assigns. In addition, all images within this post are the full responsibility of the author and NOT Veterans Today Network.
Legal Notice - Comment Policy

Posted by on April 16, 2014, With 1100 Reads Filed under Health, Veterans Administration (VA). You can follow any responses to this entry through the RSS 2.0. Both comments and pings are currently closed.

Comments Closed

6 Responses to "Independent 2013 Survey Shows Veterans Highly Satisfied with VA Care"

  1. johnph  May 2, 2014 at 6:47 pm

    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. DrKenTennant  April 23, 2014 at 9:29 am

    “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. [email protected]

  3. Alex Graham  April 18, 2014 at 10:29 am

    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. Quick66  April 17, 2014 at 3:45 pm

    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. patriotone  April 16, 2014 at 10:49 pm

    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. lieutenantM  April 16, 2014 at 4:37 pm

    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 [email protected] 802 645 9727

You must be logged in to post a comment Login

From Veterans Today Network