Alabama’s state veterans homes recently received awards for superior customer service and were recognized for delivering high quality health care to veterans.
Bill Nichols State Veterans Home in Alexander City, Col. Robert L. Howard State Veterans Home in Pell City and William F. Green State Veterans Home in Bay Minette each recently received a “deficiency free” survey from the U.S. Department of Veterans Affairs (VA).
Just like other Alabama nursing homes, state veterans homes are inspected annually by the Alabama Department of Public Health. However, state veterans homes have additional oversight from the VA. The VA inspection measures veterans homes on 158 federal standards that are either met or not met. Earning a “deficiency free” survey means the veterans home met all 158 standards. The inspection was led by a team from the Birmingham Veterans Affairs Medical Center and Ascellon Corporation.
“The staff at these veterans homes work hard every day and should be proud of these results,” said Scott Hurst of HMR of Alabama, the company the Alabama Department of Veterans Affairs contracts with to operate the homes. “Those who bravely served our country deserve the very best care we can provide. Being declared “deficiency free” by the VA is an honor and validates the care we provide to our veterans.”
In addition, all of Alabama’s state veterans homes received awards for customer service from a Utah-based customer satisfaction firm. Over the course of 12 months, Pinnacle Quality Insight interviewed veterans living at each of the homes and asked them to evaluate several aspects of the services they received. Based on the results, Bill Nichols SVH, Col. Robert L. Howard SVH, Floyd E. “Tut” Fann SVH and William F. Green SVH qualified for the Pinnacle Customer Experience Award. The award is given to providers who achieved best-in-class customer satisfaction within their peer group.
“It’s important for us to know how the veterans perceive the health care and other services we provide,” Hurst said. “We use the data from these surveys to further improve everything from therapy to nursing care to safety and security.”
Floyd E. “Tut” Fann State Veterans Home, located in Huntsville, expects its VA survey later this year.