The U.S. Department of Veterans Affairs' VA Lebanon Healthcare System (VA Lebanon HCS) recently received the Veterans Health Administration (VHA) Customer Experience (CX) Award for best patient experience for facility complexity level 1. This national recognition honors VA Lebanon HCS for demonstrating the undersecretary for healthʼs Veterans First priority by delivering exceptional patient experiences and exemplifying VHAʼs mission to build trust, improve access and provide high-quality, veteran-centered care. This is the fifth year in a row the facility has earned this distinction.

The VHA CX Awards recognize Veterans Affairs (VA) facilities that consistently demonstrate excellence in service to veterans, families, caregivers, and survivors. Awardees are selected based on strong performance across key customer experience measures, leadership attributes, internal controls, and operational standards.

To determine the Best Patient Experience Award recipients, VHA evaluates direct feedback from veterans in areas such as trust, communication, access, emotional support, care coordination, and overall satisfaction. VA Lebanon HCS achieved top rankings through continuous excellence and improvement efforts designed to meet the needs and expectations of veterans and their families.

VA Lebanon HCS performed especially well on key fiscal year measures, including Survey of Healthcare Experiences of Patients (SHEP) overall rating of the provider, SHEP inpatient overall rating of the hospital, Veterans Signals (VSignals) trust score, and All Employee Survey (AES) Best Place to Work indicators.

VA Lebanon HCS also holds a five-star Centers for Medicare and Medicaid Services (CMS) quality rating for excellence in patient experience, and its current outpatient trust score is 96.7%. Patient experience scores account for 22% of the overall CMS star ratings.

Veterans who are not currently enrolled in VA health care may be eligible to receive care and benefits from the VA. For more information, call 717-272-6621, ext. 6000, or visit http://www.va.gov/health-care/how-to-apply or http://www.facebook.com/VALebanon.