STANDARD

RESULT

We will make initial retiree payments within 30 days of retirement

This occurred 94 percent of the time.

We will make initial Survivor Benefit Plan payments within 30 days from date of death notification.

This occurred 92.7 percent of the time

We will respond to your written inquiry within 15 calendar days of receipt.

.Actual response time 13 calendar days.

Staff the Help Desk from 6:00 a.m. to 6:00 p.m. PST every business day..

Ensure adequate staffing of the Help Desk by staggering Help Desk staff leave schedules and using Operations staff to back up any unexpected vacancies (e.g., sickness). The Operation Transition Help Desk staff (or supporting operations staff) was available from 6:00 a.m. to 6:00 p.m. PST every business day for the entire reporting period.

Return calls back on the same business day.

The Operation Transition Help Desk staff (or supporting Operations staff) returned calls the same business day during the entire reporting period.

No busy signals on Defense Outplacement Referral System and Transition Bulletin Board Help Desk lines. Answer phones promptly and professionally.

For the reporting time period, the Help Desk maintained eight incoming Help Desk phone lines. During January-June 1996, quantitative data show that there was only one minute on one day in which an incoming phone line was not available to someone calling the Operation Transition Help Desk. There were no complaints from employers about how phones were answered

STANDARD

RESULT

Courteous, prompt, and respectful service.

Standards are being reevaluated with regard to develop appropriate measures consistent with the Government Performance and Results Act of 1992 (GPRA).

An Eligibility Data Form: Uniform Services Employment and Reemployment Rights Act Form 1010 within 10 days of receipt of a Veterans Reemployment Rights complaint and within three days of the complaint if unemployed. We will also settle your VRR case, or refer it to the Department of Justice for litigation, within one year of your complaint.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

Referral for a job and/or job training opportunity for which you are deemed qualified and eligible, with first consideration to service-connected disabled veterans.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

Information about all the services for which you are qualified and eligible, with first consideration to service-connected disabled veterans.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

Help in filing a complaint about employment and training matters.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

Information about, and referral to, other agencies providing benefits and services.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

Courteous, prompt, and respectful service by dedicated staff.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

Qualified veteran applicants and eligible persons for job openings that are listed.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

A responsive and timely answer to your concerns.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

Answers to your questions about Veterans employment and training programs and help in accessing community resources and incentive programs.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

Courteous, prompt, and respectful service.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

Consultation with you about policy and program changes that affect your grant.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

STANDARD

RESULT

A responsive and timely answer to your concerns.

Standards are being reevaluated to develop appropriate measures consistent with GPRA.

Answers to your questions about our employment and training programs.

Standards are being re-evaluated with regard to development of appropriate measures consistent with GPRA.

We will treat you with courtesy and respect every time you have contact with us.

Of all survey respondents, 72 percent rated the Board of Veterans Appeals (BVA) good or excellent.

We will provide you with a realistic estimate of when to expect a final decision on your appeal within 30 days of the date we docket your appeal.

Of all survey respondents, 54 percent rated the Board of Veterans Appeals (BVA) good or excellent.

We will review all issues in your appeal thoroughly and decide them fairly according to the law.

Of all survey respondents, 38 percent rated the Board of Veterans Appeals (BVA) good or excellent.

We will review and consider all information and evidence included in your case when we decide your appeal.

Of all survey respondents, 39 percent rated the Board of Veterans Appeals (BVA) good or excellent.

We will give you a complete and understandable explanation of the appeal process when you begin your appeal. We will also give you a phone number and address that you may use to contact us for any questions regarding your appeal.

Of all survey respondents, 70 percent rated the Board of Veterans Appeals (BVA) ggod or excellent.

We will give you an accurate, current status report on your appeal, upon your request.

Of all survey respondents, 53 percent rated the Board of Veterans Appeals (BVA) good or excellent.

We will keep you informed of all significant developments in the processing of your appeal, including significant changes to the estimated completion date.

Note: BVA plans to remove this standard.

We will give you a clear explanation of your additional appeal rights if you receive an unfavorable decision on your appeal.

Of all survey respondents, 75 percent rated the Board of Veterans Appeals (BVA) good or excellent.

STANDARD

RESULT

We will deliver service in a manner reflecting compassion and respect for you and your family in a time of need.

Survey results (fall 1996) show 81 percent of respondents rate the quality of service received at national cemeteries as excellent.

We will listen to your requests or questions and provide feedback that ensures understanding and comfort.

Survey results (fall 1996) show 81 percent of respondents rate the quality of service received at national cemeteries as excellent.

We will accurately determine eligibility for burial services.

Standard under review and may be deleted.

We will provide a headstone or marker that is correctly inscribed.

Reviewing standard and means to collect measurable data.

We will record and provide accurate gravesite locator information.

Reviewing standard and means to collect measurable data.

We will provide clear, easily understood explanations of eligibility and all policies.

Reviewing standard and means to collect measurable data.

We will deliver service in a manner that is fair and impartial.

Standard under review and may be deleted.

We will provide trained staff who are able to provide prompt answers to requests and questions.

Reviewing standard and means to collect measurable data.

We will determine eligibility for burial benefits within 48 hours.

This standard was met in 98.8 percent of cases in 1995, and in 99.5 percent of cases by the end of July 1996. This standard is also being reviewed for possible revision.

We will ensure that a headstone or marker is delivered to the cemetery within three months.

Reviewing standard and means to collect measurable data.

We will mail Presidential Memorial Certificates within 45 days.

Reviewing standard and means to collect measurable data.

We will provide scheduling seven days a week for Monday through Friday services.

Current performance levels show that this standard is met 100 percent of the time, with 93 percent of requests resulting in a burial at a national cemetery the following week. In addition, we are reviewing this measure and measurement system for revision.

We will provide a 1-800 phone line for you to make inquiries about headstone and marker applications.

Toll free number is 1-800-827-1000.

STANDARD

RESULT

We will maintain the appearance of individual gravesites, headstones, markers, and monuments in a manner befitting these national shrines.

Survey results (fall 1996) show that 73 percent of respondents rated the appearance of national cemeteries as "excellent."

We will treat customers with courtesy and respect at all times.

Insurance — met 100 percent of time based on sampling of public telephone calls received.

Explaining the full range of benefits and services available.

Standard was met 36 percent of the time.

Providing a realistic estimate of how long it will take to process their claim or answer their request.

Standard was met 69 percent of the time.

Keeping the customer informed on the status of the claim or request.

Standard was met 59 percent of the time.

Explaining all reasons for decisions.

Standard was met 73 percent of the time.

We will answer or acknowledge benefit inquiries within 10 workdays

Correspondence-standard was met 97 percent of the time; Veterans Assistance Inquiries-standard was met 88 percent of the time.

We will respond to telephone calls within three minutes after the call goes through.

Standard was met 84 percent of the time.

We will interview customers at our offices within 20 minutes of arrival.

For FY95, VBA benefits offices met the standard 92 percent of the time. In the first nine months of FY96, this improved to 95 percent.

We will deliver benefits and services in the shortest possible time.

Nationwide, processing times for disability compensation claims improved 34 percent over the past two years (from 226 to 149 days).

We will ensure ready customer access to our services.

Performance measures are either under development or were implemented too late for data to be included in this report. The next annual report will contain data for this standard.

We will fully address all customer questions, concerns, and complaints.

Standard was met 97 percent of the time. Data are based on internal quality reviews.

STANDARD

RESULT

Staff courtesy: We will treat you with courtesy and dignity. You can expect to be treated as the first-class citizen that you are.

The Veterans Health Adminisration ‘96 Outpatient Feedback Survey shows 84 percent positive responses to questions addressing courtesy; dignity and being treated as a first-class citizen. This represents a VHA-wide 3 percent improvement over the ‘95 survey results.

Timeliness: We will provide you with timely access to health care. We have talked to you, our patients, about your expectations for timeliness. You have told us that you expect to have your urgent needs met when they come up and your non-urgent needs taken care of in a reasonable period of time. You also said you understand that it may take some time for your medical facility to meet your expectations for timeliness. For that reason we have asked our medical facilities to do three things so that they eventually meet your expectations: post local timeliness standards; keep track of how well they meet those standards; and make continuous improvements in their timeliness.

The ‘96 Outpatient Feedback Survey shows VHA matched the 76 percent positive response rate from the ‘95 survey on questions addressing timeliness and access to care. In the VHA ‘96 Network Performance Report, 100 percent of all VA medical centers met the exceptional level of performance defined as a median waiting time of less than 30 days for all primary and specialty care outpatient clinics. The national average for primary clinics and specialty clinics was 10 days and 5, days respectively.

One provider: One health care team will be in charge of your care. Because health care often involves many different providers, it is important that one provider or team have overall responsibility. You can expect to know whom to contact when you need help or have a problem.

The 96 Outpatient Feedback Survey shows that 72 percent of the patients answered yes to question 29, "Is there one person or team in charge of your care?" This represents a VHA-wide 6 percent improvement over the ‘95 survey results.

Decisions: We will involve you in decisions about your care. Your preferences will be met whenever possible and medically appropriate. We will listen to your concerns and discuss them with you.

The ‘96 VHA Outpatient Feedback Survey matched the 80 percent positive response rate of the ‘95 survey on questions addressing the patients involvement in decisions of care, meeting personal preferences, and listening to concerns.

Physical comfort: We will strive to meet your physical comfort needs. This includes help with things like pain management, eating, bathing, or getting to the bathroom while in the hospital. It also includes maintaining privacy during examinations and tests when an inpatient or outpatient. We will ensure proper facilities for veterans with special needs.

The ‘96 Inpatient Feedback Survey reported problemsfor 16 percent of the respondents with experiences related to physical comfort during their inpatient stay. Due to changes in survey methodology, we are unable to compare data points on this issue from our ‘95 to ‘96 experience. Our ‘96 survey data point will be used to determine the degree of improvement in the FY97 Inpatient Survey results.

Emotional needs: We will provide support to meet your emotional needs. We will encourage you to share any anxieties and fears you may have about your condition or treatment. You can expect our staff to be sensitive to your feelings and help you deal with your health care experience.

The ‘96 Inpatient Feedback Survey matched the 79 percent positive response rate of the 95 survey on questions addressing the patient’s perception regarding professional staff support for emotional needs and sensitivity to patient’s feelings.

Coordination of care: We will take responsibility for coordination of your care. Health care can be very complicated, and many patients need to see more than one health care professional. We will ensure that all your providers talk with each other and give you clear plans for your care. If you need a specialist, you can expect us to make all arrangements to ensure that one is provided for you.

The ‘96 Inpatient Feedback Survey shows that 67 percent of the patients surveyed responded yes to questions pertaining to appropriate coordination of care. This is a VHA-wide 3 percent improvement over the ‘95 survey results.

STANDARD

RESULT

Patient education: We will strive to provide information and education about your health care that you understand. You can also expect us to try to answer your questions in a way that you understand.

The ‘96 Inpatient Feedback Survey shows that 69 percent of the patients surveyed answered yes to questions pertaining to providing information and education about their health care, and explaining health care information in a way that is understandable. This is a VHA-wide 2 percent improvement over the ‘95 survey results.

Family involvement: We will provide opportunities to involve your family in your care. Whether your family is involved, however, should generally be your choice.

The ‘96 Inpatient Feedback Survey reported that 29 percent of the respondents had problems with issues related to family involvement in their care. This is being reviewed in the ‘97 Inpatient Survey which will be used to determine the degree of improvement over 12 months.

Transition: We will provide smooth transition between your inpatient and outpatient care. You can expect to understand what medicines you are to take, what danger signals to look out for, and what activity level you can have after discharge. You can expect to know whom to contact if you need help or advice right away, and when your first follow-up appointment is.

The ‘ 96 Inpatient Feedback Survey showed that 33 percent of the respondents had problems with issues related to smooth transitions between levels of care. This aspect is being reviewed in the ‘97 Inpatient Survey which will be used to determine the degree of improvement over 12 months.

One-hundred percent satisfaction guaranteed - always.

Standards and performance measures are being reviewed.

No ifs, ands, or buts. We will handle all complaints promptly and to your satisfaction.

Standards and performance measures are being reviewed.

We will treat you with courtesy and respect at all times.

Standards and performance measures are being reviewed.

We will provide knowledgeable and helpful responses to your questions.

Standards and performance measures are being reviewed.

We will maintain clean, well-lighted stores, food courts, and cafeterias with attractive displays.

Standards and performance measures are being reviewed.

We will respond promptly to all customer comment cards deposited in boxes located in our canteens.

Standards and performance measures are being reviewed.

We will post a picture of the Canteen Chief and the satisfaction guarantee in a prominent place so that customers can contact the Chief if they need management assistance.

Standards and performance measures are being reviewed.

For current "price buster" merchandise, we guarantee the lowest price in town or refund the difference plus 10 percent.

Standards and performance measures are being reviewed.

We will serve you within three minutes in our food courts.

Standards and performance measures are being reviewed.

STANDARD

RESULT

We will offer a "Care Giver Special" every day and price it within the lunch allowance for volunteers.

Standards and performance measures are being reviewed.

We will maintain 100 percent in-stock-condition on items with high customer demand.

Standards and performance measures are being reviewed.

Within space limitations and sales potential, we will offer a wide assortment of value-priced merchandise and discount special-order programs.

Standards and performance measures are being reviewed.

In our food courts and cafeterias, we will only serve tasty foods made with quality ingredients.

Standards and performance measures are being reviewed.

We will offer more house brands, more specials, and more promotional merchandise at deep discounts.

Standards and performance measures are being reviewed.

We will handle all customer refunds in a courteous and cheerful manner.

Standards and performance measures are being reviewed.

We will keep our vending machines clean and filled with a variety of convenience items.

Standards and performance measures are being reviewed.