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VAPAHCS Dedicated to Access for Our Veterans

From: Hill-Jackson, Michael <"Hill-Jackson,>
Date: Tue, 20 May 2014 12:49:22 -0700

Good Afternoon,
This message is being sent on behalf of Lisa Freeman, director of the VA
Palo Alto Health Care System. Please feel free to share with your
constituents and other key stakeholders in our community. I apologize if
you are receiving this message again but we wanted to ensure everyone
received this message as we update our Elected Officials contact list.
Please feel free to contact me with any questions you might have.
Michael Hill-Jackson
Deputy Public Affairs Officer
VA Palo Alto Health Care System (640) <http://www.paloalto.va.gov/>
Office: 650.849.1222 * Cell: 650.444.7380
  <http://www.facebook.com/vapahcs> Facebook
<http://www.twitter.com/vapaloalto> Twitter
To all VA Palo Alto Health Care System Veterans, Family Members,
Employees, and Volunteers:

In light of the recent media coverage regarding scheduling practices at
VA medical centers in other parts of the country, I want to assure you
that the VA Palo Alto Health Care System (VAPAHCS) is committed to
providing the highest quality, safe and compassionate care to our
Veterans. We are proud of our talented and dedicated employees,
incredible community and volunteer support, state-of-the-art technology,
wonderful academic affiliations, pioneering research, and world class
patient care. Veterans in our health care system are treated as
individuals with clinical leadership reviewing, evaluating, and
prioritizing patient needs on a daily basis. If clinical services cannot
be provided to a Veteran within the health care system within a
reasonable time, we collaborate with community resources to provide the
necessary services.
Veterans are surveyed on their satisfaction with the care we provide.
Consistently, VAPAHCS scores above the national average for all VA
medical centers. We score in the top 25 percent in the area of access to
outpatient care and in the top 10 percent for satisfaction with our
We strive to see patients within 14 days of the date they would like to
be seen. If a Veteran has an emergent or urgent need, they are triaged
by the appropriate service to be seen sooner. Our Telephone Care Program
serves as a valuable partner in this process. There are other options to
meeting Veteran's needs such as fee basis care or other virtual
modalities such as telehealth and electronic consults. Veterans may also
directly reach their providers and care teams by using secure messaging
through myHealtheVet. Our goal is to provide the right care at the right
place, in the right time to Veterans.
In order to obtain scheduling access, staff must complete mandatory
training modules that includes education on the business rules of
scheduling, capturing the correct date for which a Veteran desires their
appointment, use of electronic wait lists and use of the recall system.
Schedulers are regularly audited to ensure compliance with scheduling
protocols. We are proud of our hard-working, dedicated medical support
assistants as their role in scheduling is an important factor in
providing Veterans care.
I appreciate the hard work and dedication of our employees, the
sacrifices of our Veterans' family members, our selfless community
partners, and our dedicated VA volunteers. VAPAHCS is focused on
continuously improving the care we provide to our Nation's Veterans in
order to better Serve those who Served.
Elizabeth Joyce Freeman
Director, VA Palo Alto Health Care System

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Received on Tue May 20 2014 - 12:48:27 PDT

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