Louis A. Johnson Veterans' Administration Medical Center

Patients praise

• Patient satisfaction survey results reflected higher care ratings than VHA average; patients appeared satisfied with care provided
• Leaders reported receiving overwhelmingly positive feedback (per acting Director) and took steps for swift resolution when negative feedback occurred
• OIG inspections generally noted patients appeared satisfied with the care received

Common complaints

• Local environment-of-care cleanliness issues were identified in follow-up reporting (e.g., dust/spider webs/dead insects)
• Patient/advocate feedback included complaints such as billing issues for community care, requests for different providers, and contact center wait times
• Some patient reviews complained of low trust in the VA and perceived rude/negligent staff or poor service quality
• OIG reports identified opportunities for improvement and issued recommendations related to environment of care, patient safety processes, and mental health/suicide prevention processes