The VA Lebanon Healthcare System announced on Mar. 30 that it has received the Veterans Health Administration Customer Experience Award for best patient experience among facility complexity level 1 centers. This marks the fifth year in a row that the facility has earned this national recognition.
The award highlights VA Lebanon’s commitment to delivering high-quality, Veteran-centered care and building trust with patients and their families. The distinction is given to facilities that excel in key areas such as communication, access, emotional support, care coordination, and overall satisfaction based on direct feedback from Veterans.
According to the announcement, awardees are selected based on strong performance across customer experience measures, leadership attributes, internal controls, and operational standards. VA Lebanon’s Director Jeffrey A. Beiler II said, “This award is the direct result of our front-line staff and those who enable them, who offer critical care and support to every Veteran who comes into the medical center or one of our community clinics. This award reflects commitment to our number one priority which is ensuring every Veteran and family member we interact with has a Positive Patient Experience – it’s about sustained and compassionate professional care provided to America’s defenders one Veteran at a time.”
The healthcare system performed strongly in several areas during the fiscal year: Survey of Healthcare Experiences of Patients (SHEP) Overall Rating of Provider; SHEP Inpatient Overall Rating of Hospital; Veterans Signals Trust Score; and All Employee Survey Best Place to Work indicators. Notably, patient experience scores contribute significantly—22 percent—to Centers for Medicare & Medicaid Services Star Ratings.
VA Lebanon also holds a five-star CMS quality rating for excellence in patient experience and reports an outpatient trust score of 96.7 percent. These results reflect ongoing efforts by staff to create an environment where Veterans feel valued and confident in their care.
Veterans not currently enrolled may be eligible for benefits through the U.S. Department of Veterans Affairs.
