The Department of Veterans Affairs (VA) is transforming the way it meets the health-care needs of America's Veterans. The archaic, hospital-based healthcare system that befuddled veterans of yesteryear has been largely replaced by the transition to an ambulatory outpatient system with more than 1,200 local sites where health-care services can be provided to veterans more conveniently and quickly. Since 1994, VA has expanded its system to include more than 600 ambulatory and community-based clinics. Over the last five years, the number of patients treated increased by more than 24 percent and outpatient visits increased by more than 44 percent. At the same time, inpatient bed days of care were reduced by more than 67 percent enabling the VA to reduce staff by 11 percent even as it improves its customer services. To recognize VA's achievements, and to pave the way for further improvements, Vice President Gore designated the Department a "Reinvention Lab" last year.

Setting the Standard in Customer Satisfaction

A national survey of veterans commissioned by Vice President Gore's National Partnership for Reinventing Government (NPR) in 1999 found that veterans who use the VA hospitals and clinics are increasingly satisfied with the health care provided.

The survey polled a sample of veterans who used the VA's reinvented outpatient services at least once in 1999. Survey participants were asked about the accessibility and ease of using VA medical facilities, the courtesy of the appointment personnel, the courtesy and professionalism of the medical staff, and the waiting time for having a prescription filled. And, VA fared very well.