NBC7 San Diego and HundredX, Inc. summarize the initial ......NBC7 San Diego and HundredX, Inc....

NBC7 San Diego and HundredX, Inc.

summarize the initial results of the

Listen to Our Veterans project, where over

1,000 respondents shared their feedback

and opinions on veterans programs and

related service experiences.

DATA REPORT | JULY 12, 2016

Copyright 2016 HundredX, Inc. Contains Proprietary Information. www.HundredxInc.com

2Copyright 2016 HundredX, Inc. Contains Proprietary Information. www.HundredxInc.com

Listen to Our Veterans Project

Highlights:

1,049

20%

52% 55%

26%

48% 45%

25% 29%

1. Medical Care

2. Education

Assistance

3. Home Loans

1. Medical Care

2. Counseling

3. Employment

1. Friendly

2. Attitude

3. Helpful

1. Wait Time

2. Attitude

3. Helpful

TOTAL RESPONSES RECEIVED

OUTSTANDING

GOOD GOOD

GOOD

NOT SO GOOD NOT SO GOOD

FAIR POOR

GOOD GOODNOT SO GOOD NOT SO GOOD

Overall Veterans Experience

Most Frequently Selected Veterans Programs1

Most Frequently Selected Staff/Service Attributes2

Experience with Veterans Programs Experience with Veterans Staff/Service

1 For Programs, whether Good or Not So Good experiences, respondents could select all that applied from the following choices: Medical Care, Counseling, Home Loans, Financial Assistance, Education Assistance, Civilian Transition, Employment, Survivor Benefits, Other

2 For Staff/Service, whether Good or Not So Good experiences, respondents could select all that applied from the following choices: Attitude, Skill, Wait Time, Friendly, Helpful, Patience, Integrity, Supportive, Other



27%

73%

GOOD

NOT SO GOOD

Notable highest-frequency words provided in comments:

VA, Veterans, Care, Help, Medical, Service, Time, Wait

Comments including feedback on the

Veterans Choice Program: (17 responses)

89

People Recognized(8.5% of Responses)

Highlights (cont’d.):

Program areas with relative strength:

Home Loans, Education Assistance

Program areas with relative weakness:

Employment, Financial Assistance, Civilian Transition, Counseling

Staff/Service areas with relative strength:

Friendly, Helpful, Skill

Staff/Service areas with relative weakness:

Wait Time



This project was undertaken by a consortium

of partners including NBC7 San Diego,

HundredX, Inc., Donovan’s Steak and Chop

House and various San Diego County veteran’s

organizations. The project objective was to find

out what is working well and what’s not working

well within the veterans community, and share

those findings and stories that can help the

collective support community ensure the best

possible outcomes for veterans.

See “Project Description” at the conclusion of this report. (Pg.16)



Overall Results:

Of the total 1,049 responses received by July 4th,

the overall mix of Good vs. Not So Good feedback

looking at both veterans programs and staff/service

combined was more positive than negative, with 45%

indicating a Good experience, 37% Not So Good, and

18% having experiences of both Good/ Not So Good.

The summary question “rate your overall veterans experience,” was more negative: 20% Outstanding,

26% Good, 25% Fair and 29% Poor. Overall

Experience is often an indicator of “intensity”

when compared to the sentiment mix of good

vs. not so good.

Not So Good

Good

Not So Good

Good

Select any combination

Staff/ServiceVeterans Programs

What is your experience with:

Overall Veterans experience?

Outstanding Good Fair Poor

45% Good

Overall Sentiment

18% Both

37% Not So Good

n=1,049

Overall Veterans Experience?

Outstanding

Good

Fair

Poor 29%

25%

26%

20%

*108 Responses did not provide an overall experience rating

Express Feedback® prompt:




Overall Results (cont’d.):

The total number of selections for each attribute,

regardless of being “Good” or “Not So Good,”

can provide an indication of overall importance.

Choices are not mutually exclusive meaning a

respondent can select all programs and service

experiences that impact them.

Medical Care received the most responses of all

potential choices (715 responses; 357 Good and

358 Not So Good), highlighting both the importance

to veterans and an equally divided viewpoint on

medical care programs.

Out of all responses where veterans indicated

having a Good experience, Friendly was chosen

the most (372 responses). Out of all the responses

where veterans indicated a Not So Good

experience, Medical Care was selected the most

(358 responses).



358NOT SO GOOD

357GOOD

Medical Care Detail (715 Responses)

Veterans Programs feedback results:

1,034 of the responses included selections related

to Veterans Programs. Of this total, 52% (or 542)

were “Good” experiences and 48% (or 492) were

“Not So Good.”

Medical Care (715 responses) was by far the most

commented on program area, with feedback split

evenly between negative and positive experiences.

Counseling (375 responses) and Educational Assistance (371 responses) were the next most

selected programs. The majority of Counseling

feedback was negative (55%), whereas Educational

Assistance was net positive (64%).

Challenges with post-military Employment

and Civilian Transitions were both common

themes. Over 40% of respondents who selected

Not So Good connected their experience to

these two areas.

52%

48%

GOOD

NOT SO GOOD

Experience with Veterans Programs

206NOT SO GOOD

169GOOD

Counseling Detail (375 Responses)

133NOT SO GOOD

238GOOD

Education Assist. Detail (371 Responses)



Veterans Programs feedback results (cont’d.):

Medical Care

Select all that apply

Financial Assist.

Employment

Counseling

Education Assist.

Survivor Benefits

Home Loans

Civilian Transition

Other

Which Veterans programs were good?

Medical Care


Financial Assist.

Employment

Counseling

Education Assist.

Survivor Benefits

Home Loans

Civilian Transition

Other

Which Veterans programs were not so good?

Chart Definitions

Frequency = The percentage that each attribute is chosen, after the “first level” Good or Not So Good Veterans Program is selected. For example, 31.2% of respondents who had a Good experience selected Counseling as one of the nine non- mutually exclusive reasons.

The following charts provide a summary for each of the nine Veterans Program choices.

Express Feedback® prompt: Express Feedback® prompt:

Medical Care

Education Assist.

Home Loans

Counseling

Civilian Transition

Employment

Other

Financial Assist.

Survivor Benefits

Good Frequency

0%

11.8%

13.1%

13.7%

15.1%

16.6%

31.2%

35.4%

43.9%

65.9%

25% 50% 75% 100%

n = 542

Medical Care

Counseling

Employment

Civilian Transition

Financial Assist.

Other

Education Assist.

Home Loans

Survivor Benefits

Not So Good Frequency

0%

15%

15.2%

27%

32.5%

35.6%

38.2%

40.4%

41.9%

72.8%

25% 50% 75% 100%

n = 492



Chart Definitions

Importance = Good + Not So Good frequency = The total frequency of Good and Not So Good selections for each attribute. This is an indication of overall importance to the respondents as a whole.

Chart Definitions

Relative Performance = Good minus Not So Good frequency. For example, Home Loans had the strongest performance since it has the greatest difference between its high “Good” frequency (35.4%), and its lower “Not So Good” frequency (15.2%).

Veterans Programs feedback results (cont’d.):

Worst Average Best

Home Loans

Education Assist.

Survivor Benefits

Medical Care

Counseling

Other

Civilian Transition

Financial Assist.

Employment

Relative Performance

Medical Care

Counseling

Education Assist.

Employment

Civilian Transition

Home Loans

Financial Assist.

Other

Survivor Benefits

Least Important Most

Importance



Veterans Staff/Service feedback results:

A total of 957 responses included selections

related to Veterans Staff/Service. Of this total,

55% (525) were “Good” experiences and 45% (432)

were “Not So Good.”

Friendly, Attitude and Helpful were the leading

choices of why Veterans Staff/Service was Good.

372 of the 525 respondents, or 71%, who indicated

having a Good Staff/Service experience attribute

a positive service outcome at least in part to

someone being friendly.

Wait Time was the most frequently shared reason

for why Staff/Service was Not So Good, by a large

margin over Attitude and Helpful. Complicated

processes were noted as delaying care and services

for many of the respondents.

Attitude was the most important overall factor in

the category of Veteran Staff/Service, as it received

the most total responses, including both Good and

Not So Good feedback. 352 respondents selected

Attitude as a Good experience and 293 selected

Attitude as a Not So Good experience.

Skill was a net positive category. 250 respondents

selected Skill as a Good experience and 165

selected Skill as a Not So Good experience.

55%

45%GOOD

NOT SO GOOD

Experience with Veterans Staff/Service

331NOT SO GOOD

160GOOD

Wait Time Detail (491 Responses)

165NOT SO GOOD

250GOOD

Skill Detail (415 Responses)

1. Friendly

2. Attitude

3. Helpful

1. Wait Time

2. Attitude

3. Helpful

Most Frequently Selected Attributes

GOOD NOT SO GOOD



Attitude


Friendly

Integrity

Skill

Helpful

Supportive

Wait Time

Patience

Other

Why were the Staff/Service good?

Veterans Staff/Service feedback results (cont’d.):

Chart Definitions

Frequency = The percentage that each attribute is chosen, after the “first level” Good or Not So Good Veterans Staff/Service is selected. For example, 57.1% of respondents who had a Good experience selected Supportive as one of the nine non- mutually exclusive reasons.

The following charts provide a summary of each of the nine Veteran Staff/Service choices.

Respondents can check all that apply.

Attitude


Friendly

Integrity

Skill

Helpful

Supportive

Wait Time

Patience

Other

Why were the Staff/Service not so good?

Express Feedback® prompt: Express Feedback® prompt:

Friendly

Attitude

Helpful

Supportive

Skill

Patience

Integrity

Wait Time

Other

Good Frequency

70.9%

67%

64%

57.1%

47.6%

42.7%

34.7%

30.5%

7.4%

n = 525

0% 25% 50% 75% 100%

Wait Time

Attitude

Helpful

Supportive

Skill

Friendly

Patience

Integrity

Other

Not So Good Frequency

76.6%

67.8%

50.7%

48.6%

38.2%

35.9%

35.4%

29.2%

26.6%

n = 432

0% 25% 50% 75% 100%



Veterans Staff/Service feedback results (cont’d.):

Chart Definitions

Importance = Good + Not So Good frequency = The total frequency of Good and Not So Good selections for each attribute. This is an indication of overall importance to the respondents as a whole.

Chart Definitions

Relative Performance = Good minus Not So Good Frequency. For example, Friendly had the strongest relative performance since it has the greatest difference between its high “Good” frequency (70.9%) and its lower “Not So Good” frequency (35.9%).

Attitude

Helpful

Wait Time

Friendly

Supportive

Skill

Patience

Integrity

Other

Importance

Least Important Most

Worst Average Best

Friendly

Helpful

Skill

Supportive

Patience

Integrity

Attitude

Other

Wait Time

Relative Performance



Recognition and Connection:

There were 89 individuals or groups of individuals

(8.5% of total responses) recognized by

respondents. Doctors, nurses, counselors and

other staff were mentioned by name for their skill,

outstanding care or making a personal connection

with veterans. Selected examples at specific

Department of Veterans Affairs (“VA”) locations

included:

Recognized: Dr. Beazley and her entire staff at the VA clinic in Oceanside, all the physical therapists... “Great customer service skills, respectful, caring, best

treatment anywhere in San Diego. These are the skills

the people noted above exhibit every time I see them.”

Recognized: Oceanside VA Clinic: Dr. Beasley and her nurse Carol. “My primary care Doc with VA Oceanside. Honesty and

ability to explain the complicated procedures required

of them for my care stands above most I’ve had in my

60 years both private and VA.”

Recognized: La Jolla VA Hospital: William Jones. “He is in charge of the wheel chair support at the La

Jolla Hospital. Extremely busy but always takes time

to listen to your concerns. Always helpful, never

stops working.”

Recognized: A non-retried veteran shared this positive experience about a Team of individuals: “… I had surgery at the La Jolla VA Hospital 5th floor

ASU. My complements to the staff who were all

professional friendly and caring…”

89

People Recognized(8.5% of Responses)



Recognition and Connection (cont’d.):

When an individual person or group was recognized, the overall experience rating

increased dramatically - Outstanding 70% of the time and Poor only 2%. In contrast,

without people being recognized, the

Outstanding designation dropped to 15%

and the Poor rating increased to 32%.

When the VA was viewed as an institution

(versus the people that comprise it), results

skewed negative. Of the 400 responses

that also included comments, the single

highest frequency word was “VA”, which was

mentioned 326 times. When isolating the

feedback where the VA was mentioned, both

Overall Sentiment (Good vs. Not So Good)

and the responses to “Overall Veterans

Experience” were as follows:

• 36% Good vs. 64% Not So Good, when

“VA” mentioned in the comment;

Compared to 53% Good and 46%

Not So Good when analyzing

all responses.

• 20% Outstanding, 13% Good, 20%

Fair, and 47% Poor for Overall

Veterans Experience, when “VA”

mentioned in comment; Compared

to 20% Outstanding, 26% Good,

25% Fair, and 29% Poor, when

analyzing all data.

The relative low percentage of feedback

with individuals or groups of individuals

recognized (8.5%) coupled with the dramatic

change in overall experience when a personal

connection is made, suggests a major

opportunity to change veterans’ outcomes

through increased connections.

Listen to Our Veterans

Recognize a person (optional)

Comment on this person or anything else




Featured Text Analytics and Correlations:

With approximately 40% of respondents

leaving a specific comment, there is

significant content that offers additional

insights into what is working well, and what

is not working well.

The absence of certain words in the

resulting comment data provides additional

information. For example, the words

“empathy” and “love” appeared one and

six times, respectively, among the 400

responses that contained a comment.

When considering the nature of these

programs, this could signify an area for

focus: the relationship between veterans and

their care providers.

When looking at all comments that included

the word “wait,” the Overall Sentiment

trends significantly negative, with 72% of

those comments reflecting a Not So Good

experience. For example, a Retired Veteran

shared this Not So Good experience:

“… It took us 4 or 5 attempts to set up

medical care at the VA when we moved

from one location to another. We had

3 cancellations of check in exams when

we finally did get set up. It took me

almost a year waiting for a referral to

get surgery done.”

There were 17 comments that mentioned

the Veterans Choice Program. Of those,

73% indicated a Not So Good experience

with Veterans Programs and Services, and

53% selected a “Poor” Overall Veterans

Experience, while 0% responded with

“Outstanding”, 35% “Good” and 12%“Fair”.

Selected comments include:

“Wait times are still out of whack, along

with trying to figure out how to navigate

the Veterans Choice Act.”

“I am still waiting for a call back from

Veterans Choice - after they told me

they could no longer see me at the

Oceanside VA clinic.”

“The Choice Act is a joke! The amount of

patients to available care is ridiculous.

Doctors really want to help us and

are awesome, but are over worked

and understaffed.”

Finally, there was a notable absence of

words often associated with poor medical

treatment (such as misdiagnosis, malpractice

etc). This likely reflects an elevated level of

skill and professional competence.



Project Description:

The project provided veterans the opportunity

to share their experiences through the

Express Feedback® digital listening solution,

developed by HundredX, Inc. Unlike a traditional

survey, respondents dictate what is important to them

and only share the feedback they wish to provide.

The entire process is designed so that users provide

feedback in as fast as 30 seconds, with the collective

responses resulting in a new data set of what was

good, not so good, or did not matter.

The Veterans Program category choices included:

Medical Care, Counseling, Home Loans, Financial Assistance, Education Assistance, Civilian Transition, Employment, Survivor Benefits, and Other.

The Veterans Staff/Service category choices

included: Attitude, Skill, Wait Time, Friendly, Helpful, Patience, Integrity, Supportive and Other.

This project was provided primarily to the San Diego

County veteran community, although since delivered

digitally, was not limited to San Diego. 72% of

respondents have received Veterans Services in

San Diego County, 19% have not, and 9% did not

indicate location of services. In terms of Veteran

classification, 36% of respondents were Non-Retired,

31% Retired, 10% were Family Members, 5% Active

Duty and 16% did not indicate their veteran status

or relationship.

This report is being provided to the public via nbcsandiego.com

For additional information, contact HundredX at: [email protected]

Using Veterans Services in San Diego?

72% Yes

19% No

9% Not Indicated

Veteran Affiliation

36% Non-Retired Veteran

31% Retired Veteran

16% Not Indicated

10% Family Member

5% Active Duty

3% Other

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