Purpose: For quality management and accountability, the Veterans Health Administration (VHA) is routinely measuring patients’ ratings of satisfaction with care as part of a performance measurement system. This study uses a large, nationally representative survey of veterans to compare patients’ satisfaction with care across 22 Veterans Integrated Service Networks (VISN).
Methods: The study analyzed the '1999 Health Survey of Veterans,' which randomly sampled 1.5 million VHA enrollees. A 20% sub-sample was sent additional questions on satisfaction to which 56.3% (168,878/300,000) responded. Using regression analyses and multiple comparisons, we tested the differences in the satisfaction scores across VISNs.
Results: Overall, compared to those who had regular doctors, VHA (53%) or non-VHA (31%), those who had no regular doctors (16%) were less satisfied with the care they received. Satisfaction with care scores also varied across VISNs. For instance, “having no regular doctors” ranged from 12% to 21%. With regard to accessibility of care, the percentage of patients’ who rated the convenience of doctor’s office location as poor, ranged from 19% to 31%. On coordination of care, “not knowing what the next step would be in their care” ranged from 16% to 23%.
Conclusions: The findings of the study indicate that there is substantial variation in the satisfaction scores across VISNs. As the VHA relies on patient satisfaction as a tool to evaluate performance of healthcare delivery, it is important for future research to understand factors influencing the variation in satisfaction when comparing across VISNs.
Learning Objectives: Participants will learn the levels of satisfaction with health care among veterans served by the Veterans Health Administration
Keywords: Veterans,
Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: Office of Performance & Quality, Veterans Health Administration
I have a significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.
Relationship: grants & employment