This change has resulted in greatly increasing the port s ability to interdict illegal narcotics and currency. Cocaine seizures have increased from 14 lbs. In addition to an increase in contraband seizures, the port has earned a high level of customer satisfaction from the trade community and worked hard to maintain constant and thorough communication with all employees and managers. The staff at VAMC decided to revamp the center s care delivery process in order to provide better accessibility times, and higher quality services at less cost. Using Total Quality Management methodology and benchmarking techniques, and empowering front-line employees to assist in the system restructuring, the VAMC has increased outpatient service by 28 percent, reduced length of inpatient stays by 42 percent, and reduced bed care days by 48 percent.
Every patient now has a personal physician who is accessible at all times.
Customer satisfaction surveys show a 14 percent increase in patient satisfaction with the Spokane VAMC s coordination of care, a 31 percent increase regarding emotional support provided, and a 34 percent increase with respect to timeliness of services. The Joint Commission on Accreditation of Healthcare Organizations, an independent accrediting body that regularly inspects more than 6,000 hospitals, recently awarded the Spokane VAMC a top score of 100. The partnership conceived and implemented specialized enforcement teams which have been instrumental in bringing about a 40 percent increase in narcotics seizures at the Hidalgo and Pharr facilities. The improvement in communication that partnership fosters resulted in a 100 percent decrease in employee grievances. It also eased the negotiation of fiscal year 96 emergency overtime reductions, the implementation of dispute-resolution procedures, and the negotiation and implementation of improved employee schedules.