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Roseburg VA Health Care System


Patient Centered Care Program Explained

The scenic privacy curtains displayed in the VARHS Emergency Department bays

The Patient Centered Care Program implementation includes creating a more relaxing atmosphere for our patients and visitors. These curtains are designed to help reduce stress when patients are in the Emergency bays.

By Carrie Boothe and Jackie Barnett
Wednesday, March 13, 2013


VA Roseburg Healthcare System (VARHS) has a very dedicated staff that is moving forward with patient-centered care (PCC) initiatives in support of our very deserving Veterans.  The Office of Patient Centered Care and Cultural Transformation (OPCC) arrived in Roseburg during 2012 and rolled out the VHA Patient Centered Care Principles during a series of meetings for staff, volunteers and Veterans.  VARHS is the first facility in the nation to experience the PCC Implementation Cycle. The OPCC provides the support needed to develop an individualized facility plan and to assist as needed with the implementation of the plan.  Each facility plan is unique and based on the needs of the Veterans and staff at the facility. 


The Executive Leadership Readiness and Commitment (ELRC)
Practice/Structure Integration assists senior leaders to create a shared vision of Patient-Centered Care throughout the organization. While refining their own hopes and vision for Patient-Centered Care, leaders identify individual and organizational commitments as the building blocks necessary to bring that vision to reality.

Information Sessions 
Information Sessions are designed to introduce the VHA model of Patient-Centered Care to as many employees, volunteers, and Veterans as possible.  It is also a tool to assist in learning about PCC initiatives already underway within our organization, to observe examples of PCC innovations, and to inspire individuals to become more engaged and involved to make a difference. 

Organizational Assessment (OA) 
A formal Patient-Centered Care OA assists the facility and its leaders in understanding the current status of the provision of Patient-centered care to Veterans, and a culture of caring for visitors, volunteers, staff and providers. During the on-site visit, a series of focus group sessions are facilitated with various constituencies. Following the site visit, information gathered before and during the assessment is analyzed to prepare a full report that includes the site status and site-specific recommendations for advancing PCC.

Leadership Engagement Sessions (LES)
LES are designed for members of leadership (defined for this purpose as those with supervisory responsibility) to immerse them in a learning process that defines leading in a PCC environment. This focused, deliberate approach not only prepares participants to lead in a Patient-centered environment, but also engages them as champions for the cause.

Staff Engagement Session and Facilitator Workshop
The Staff Engagement Session (up to one day, 20-25 per session) is an important element in the cultural transformation process and the final step in the implementation cycle. These are experiential events that help staff members at all levels of the organization learn about health care from the patient’s perspective and the important role each has in the successful transformation of the culture. The sessions inspire and motivate staff while bringing together staff members from different departments across the facility. The Engagement Session creates awareness of PCC and unity among staff members which will serve as a powerful tool on the journey.

One of the key elements of PCC in better serving our Veteran population is to provide a more healing and welcoming environment to visitors, patients and family members, caregivers and staff at VARHS.  Funds from a grant allowed the VARHS PCC coordinator to supplement other services in purchasing new furnishings for our Emergency Department area, implement the Ambassador Program (Volunteers who welcome and guide patients and visitors to their appointments) and supply new privacy curtains in Emergency Department bays and exam area just to name a few. 

Other enhancements include a new format for New Employee Orientation that focuses on new staff entering our system to be trained in the PCC model.  New staff meets representatives from all services offered at VARHS during their first week of employment and have for many years, however the training has evolved to reflect how each service works to enhance PCC within their service.

The PCC initiative is an ongoing growth and change process that VARHS has dedicated to become fully implemented.  As improvements are employed, we are also committed to keeping our stakeholders informed of our progress via our website feature stories, VARHS’s newsletter, The VA Relay (Available each month on our website) and our Facebook page at



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