According to expressed preferences, the listening methods are
tailored to the individual and vary for different customers,
customer groups, or market segments. For example, by
direction of the VACO, the Survey of Healthcare Experiences
of Patients (SHEP) questionnaires are only conducted for VHA
and only by mail. ACSI and Consumer Assessment of Healthcare
Providers and Systems (CAHPS) surveys are used for memorial
and insurance services. To address the other stakeholder groups
and gather additional information, C4
V partners with the local
Veteran Service Organization (VSO) to use SurveyGorilla to ask additional questions and gather segment- or service-specific
information. For example, 10% of Veterans receiving outpatient
care each month are randomly selected to receive a survey link,
limited to one survey every six months. Veterans receiving
recurring services are sent a survey link on a quarterly basis.