Iron Mountain VA Wins National Best Patient Experience Award July 24, 2020

IRON MOUNTAIN – The Department of Veterans Affairs’ Veteran Experience Office recognized Oscar G. Johnson VA Medical Center for providing patients with outstanding healthcare experiences for the second consecutive year. The Iron Mountain-based VA Medical Center received the 2019 Best Experience Award for level 3 facilities at the Veterans Patient Experience Symposium held virtually July 23.

The finalists for the Best Experience Award were judged on leadership, culture, listening to the voice of the Veteran, patient communications, employee engagement, environment, and measurement and improvement.

“The facility knows that culture is built on a foundation of an engaged workforce, transparency and leadership’s continued commitment, to always do the right thing for our veterans,” said Renee Oshinski, Deputy Under Secretary for Health for Operations and Management, during the presentation.

The medical center also focuses on engaging the employees through monthly employee focus groups, leadership training and mentoring, Veteran-centric training for employees, employee-initiated improvement projects, and recognizing achievements.

“Our employees feel passionate about serving Veterans,” said Jim Rice, the medical center director, who attended the symposium and received the award on behalf of the facility. “They are committed and accountable to the organization and each other and are empowered by leadership to put discretionary effort into their work.”

Out of 170 VA Medical Centers, Oscar G. Johnson was one of eight recognized as top performers in patient and employee experience and was selected for this award as well as the Patient Experience Innovation award for Best Process Improvement. The process improvement award was voted on nationally throughout VA and given for raising the level of inpatient veteran satisfaction for the quietness of the hospital.

“What makes me most proud is that our staff strive every day to improve every Veteran’s experience at our medical center,” Rice said.