Elected Official UpdateThomas Fitzgerald, III, Acting Director

October 24, 2014

Update Agenda

• Health Care System Operations Update• SERVE Training (Customer Service)• Veterans Choice, Access and Accountability• Blueprint for Excellence• Construction Updates• Upcoming Events & Announcements• Open Forum/Discussion

Health Care System Operations Update• State of VA

• Reached ZERO patients on Dental EWL• SecVA Visit in August

• Heard from employee, Veterans and VSOs• Addressing staffing and local barriers

• Serving Those Who Served in FY14• Veteran Utilization

• Inpatient admissions: 6,780 (6,900 in FY13)• Outpatient visits: 833, 750 (798,000 in FY13)• Unique Veterans treated: 68,380 (67,880 in FY13)

• Awards• National Secretary’s Award for Nursing Service

• AD, Patient Care/Nursing Services and Health Care Technician

• Robert W. Carey Performance Excellence Award – Site Visit

VA Palo Alto’s SERVE

• SERVE Training• ~250 employees trained• ~125 senior leaders received

SERVE orientation• On-going SERVE workshops

planned through March 2015 (4 per month)

Service Improvement Model Update

• Objectives• Implement a Daily Management

System• Approach leading with a new

mindset (“Leadership before Lean”)

• Serve as a teacher and coach to others

• Strategies• To train all leaders within

VAPAHCS (~500 people)• Completed within 5 sessions (6-9

months)• Approx. 140 leaders/coaches

trained• Approx. 250 to start SIM

Academy by end of FY ‘14.

Blueprint for Excellence• Four Themes

• Improving performance,• Promoting a positive culture of service• Advancing health care innovation for Veterans

and the country• Increasing operational effectiveness and

accountability. • Strategies

• developing a positive service culture, transitioning from a “sick care” mindset to a “health care”

• personalized, proactive, patient-driven, focusing on the Veteran’s health goals. Simplifying communications

• Veteran’s health care network, including non-VA providers, that will improve access to, and Veteran satisfaction with, timely quality care

• Help to achieve the desired outcomes of the Veterans Access, Choice and Accountability Act of 2014.

• $10 billion fund from which VA pays for non-VA care

• Eligibility• Enrolled on/before Aug 1, 2014, or

recently discharged combat Vet• Live more than 40 miles from facility• Lives in state without care facility• Lives within 40 miles but needs

travel by air, boat, ferry, or unusual burden.

• 30-Day Wait validation• Facility will identify patients waiting

more than 30 days

www.va.gov/opa/choiceact/

Veterans Choice, Access and Accountability

• Palo Alto• Major Construction Phase II

• Began Oct. 15, 2014• Loop Road Realignment• Radiology Consolidation• Parking Structure 2

• Menlo Park• Main Entry/Parking Upgrades

• Expected completion: Winter 2014• Improve safety

• Mountain View• Bldg. 801, Mountain View Center

• Opened in September• Administrative space for HR & Nurse

Recruiter

Construction Updates

• Monterey

• Joint Integrated VA/DA HCC• Sharing agreement signed Oct. 21• First steel laid on Oct. 21• Last Beam signing in November

Construction Updates (Cont.)

Upcoming Events

• Veterans Day Events (November 11, 2014)• Palo Alto – Ceremony & Lunch (12pm-2:30pm)

• Quarterly Veterans Town Hall: December 2014 (Date TBD)

Announcement• Veterans can receive flu shots at Walgreens (October 2014)

Questions/DiscussionNext Scheduled Update: January 2014