VA to integrate feedback surveys into nationwide telehealth program

President Donald Trump and Department of Veterans Affairs Secretary David J. Shulkin, MD, revealed plans to expand telehealth under a nationwide program called VA Video Connect Aug. 3.

Under its existing telehealth program, the VA served more than 700,000 veterans and covered at least 50 medical specialties in the last year, according to Federal News Radio. To ensure veterans have a voice in the expansion, the VA plans to implement feedback surveys.

The telehealth surveys are still in the design phase. However, customer satisfaction initiatives have taken on a greater role at the VA in recent months.

"We're actually seeing really strong response rates on the surveys that are live today from veterans," Brian Michael, general manager for Medallia's public sector practice, told Federal News Radio. Medallia is the subcontractor on VA's customer experience contract. "They want to be heard. Many of them have things to say and have experienced things in some cases multiple times that they want fixed."

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