Turning Feedback into Action: A Lesson in Improving and Sustaining Excellence in Veteran Care and Service
Published February 18, 2020
The challenge placed before the Martinsburg VAMC primary care leadership team was to identify targeted and effective ways to improve and sustain key Veteran experience performance metrics that feed into the VA’s national performance measurement system or S.A.I.L. (Strategic Analytics for Improvement and Learning Value).
Related content
-
Culture & Leadership | Innovation & Technology
Breaking Down Communication Barriers in Emergency Patient Experience
Published November 13, 2025
Complimentary – Emergency departments face unique challenges in delivering exceptional patient experiences. Unlike inpatient settings where time allows for relationship-building, the ER operates in a high-pressure, fast-paced environment where communication gaps directly impact clinical outcomes and patient satisfaction. This webinar explores the fundamental obstacles to effective ER communication and presents practical, technology-enabled solutions that are transforming
Learn more -
Culture & Leadership
Building a Culture of Trust: Engaging Teams with Targeted Tactics for Meaningful Improvement in Patient Experience
Published August 6, 2026
Rising financial pressures and the need to revitalize culture prompted a renewed emphasis on patient experience at Billings Clinic. This case study describes the impact of redefining patient experience as a measure of trust and a set of care processes. It presents an alternative to the more traditional view of patient experience as an outcome
Learn more -
Culture & Leadership | Staff & Provider Engagement
Change Leadership: Five Tactics to Make Best Practices Stick
Published June 11, 2026
Complimentary – Change in healthcare is inevitable – and often challenging. Yet it’s essential for sustaining the patient experience behaviors and practices that matter most to patients and for bringing meaning and joy to the work of healthcare professionals. Change feels even harder when patient experience best practices fall short because real world circumstances and
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Turning Feedback into Action: A Lesson in Improving and Sustaining Excellence in Veteran Care and Service
$275.00
ACCESS NOW