In this PX Space episode, Chief Veterans Experience Officer John W. Boerstler discusses his journey from the U.S. Marine Corps to leading the Veterans Experience Office at the Department of Veterans Affairs. He emphasizes human-centered design, addresses trust discrepancies among veterans, and highlights efforts to improve experiences for diverse veteran groups.
He delves into challenges identified through feedback from younger veterans, emphasizing non-clinical concerns like parking and facility navigation. Boerstler introduces initiatives, including the Red Coat Ambassador program and "Own the Moment" training, aiming to enhance patient experiences. The episode concludes with insights into addressing social determinants of health, improving patient care processes, and breaking down departmental silos, resulting in increased satisfaction and trust among VA patients. Satisfaction reached 79.3%, and trust in outpatient experiences reached 90%.
You won't want to miss the insights shared by our distinguished guest this week on the podcast!