In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs’ Veterans Health Administration (VHA).Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves care for veterans.The conversation explores how SHEP:Uses surveys to capture veterans’ experiences across all types of careAnalyzes data to highlight what’s working well and pinpoint opportunities for improvementLeverages automation and monthly reports to deliver fast, actionable insightsThey also share what’s ahead for the program, including:Enabling veterans to complete surveys directly from their phonesComparing VA care to community care to better understand the full patient journeyExploring AI and natural language processing for deeper analysisProviding training to staff on turning feedback into meaningful actionAt its core, SHEP’s mission is simple yet powerful: to improve healthcare quality and satisfaction, helping veterans live healthier lives. By surfacing common challenges and spreading best practices, the team is driving positive change across VA facilities nationwide.Congratulations to the SHEP team on receiving the 2024 Service to the Citizen® Award!Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form

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