Inspire! - Winter 2020

INSPIRE! OFFICE OF PATIENT CENTERED CARE AND CULTURAL TRANSFORMATION NEWSLETTER | WINTER 2020

Employees celebrated for positively impacting patient experience From Gulf Coast Veterans Health Care System Public Affairs BILOXI, Miss. — Veteran Experience Week provides a focused time for Gulf Coast Veterans Health Care System (GCVHCS) employees to celebrate accomplishments, reenergize efforts and honor the people who impact patient experience every day. The Public Affairs Office receives valuable insight from Veterans and families through multiple methods such as Veteran Voices comment cards, Patient Advocate phone calls, visits, congressional

letters, surveys, Veteran town halls, etc. Everyone impacts the Veteran’s experience, including Veterans themselves and their families. The feedback provided by our Veterans and families help us to improve our services and programs.

This year, we recognized several employees who are intentional and purposeful about making a difference in other people’s lives. The virtual awards ceremony held in July recognized outstanding

2020 Veteran Experience Caregiver Award Dr. Mary A. Cook Podiatrist Surgery Biloxi

Beverly A. Mays Medical Technician Pathology and Lab Biloxi

Gary W. Etheridge, RN Care Manager Primary Care Charlie Team 1 Pensacola

Dr. JoAnn Holoka PACT Physician Primary Care Team 2 Panama City

Anita R. Wolfe, RN Care Manager Team 8 Eglin

Angela L. Moses, RN Care Manager Women’s Health Occupational Health

Leah C. Roberts Health Technician Audiology/Speech and Language Pathology Mobile

Dr. Laura A. Yauch PACT Physician Primary Care Team 6 Panama City

Dr. Patrick M. White Pharmacist Pharmacy Eglin

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improvement attitudes, practice and innovations that enhance patient experience and promote best practices.

We also recognized the Patient Aligned Care Team (PACT) and Emergency Department (ED) Social Workers for having the greatest impact on the Veteran

experience. This team was selected by peer nominations for their outstanding contributions for enhancing the Veteran experience. They have been conceptually and visually innovative and creative and are both flexible and resourceful because they see many Veterans

with a diverse range of issues.

This is a team of 12 social workers located in all five facilities so this award will travel within the three states. Congratulations to all the award recipients and congratulations to all employees for the noticeable improvement in our patient satisfaction scores.

2020 Veteran Experience Team Award PACT and ED Social Workers

Ricardo Bolton Biloxi PACT SW

Gabriell Santibanez Biloxi PACT SW

Susan Rivazfar Biloxi ED/PACT SW

Tammy Blackmore Mobile PACT SW

Phyllis Morgan Eglin PACT SW

Tanya Hill Panama City PACT SW

Krista Hobbs Panama City PACT SW

Barbara Green JACC PACT SW

Not pictured: Shelia Massey JACC PACT SW

Micheal Chad Franklin JACC PACT SW

Tamatha Wright, Biloxi PACT SW Danielle Anderson, Biloxi PACT SW

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New parking canopy provides shade and clean energy From Gulf Coast Veterans Health Care System Public Affairs BILOXI, Miss. — The project, consisting of three solar photovoltaic arrays situated on the newly constructed canopy, the roof of the electric service vehicle charging station and on the roof of the organization’s Blind Rehabilitation Clinic, is designed to augment the Biloxi VA Medical Center’s electrical system, potentially reducing power usage from Mississippi Power.

Gulf Coast Veterans Health Care System

Center’s solar arrays can generate an estimated 450 kWh, potentially generating more than 320,000 kWh each month.

GCVHCS director, Bryan C. Matthews, said efforts such as this represent continued commitment to not only the Veterans and staff at Biloxi VA Medical Center, but the organization’s obligation to ensure it operates in an environmentally responsible manner.

(GCVHCS) Engineering Service Chief Jay Tripp said the canopy and solar array project, a contracted effort with Hannah Solar Government Services, is designed to provide shaded parking for Biloxi VA Medical Center employees, Veterans and guests, as well as produce clean energy.

“We’re committed to our mission of serving our Veterans and using energy more efficiently will safeguard the health and safety of those here, minimize our environmental footprint and assist in protecting our natural resources,” Tripp said. “These solar arrays can represent a significant cost savings for GCVHCS and are at the forefront of Veterans Affairs’ (VA) Environmental Sustainability policy.”

Mr. Tripp added that the solar array’s voltage output will be metered, providing an estimated 450 kilowatts per hour (kWh), the majority of which will be generated by the parking lot canopy. A kW is the universal measurement of power consumption and can be used to estimate how much electricity is used; an electric water heater averages 380 through 500 kW monthly, while a standard refrigerator uses an estimated 54 kW each month. Biloxi VA Medical

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Gulf Coast Veterans Health Care System’s Biloxi VA Medical Center opened a solar-powered parking canopy in July after a nearly three month installation.

“These new solar arrays are part of a larger GCVHCS initiative to maintain quality of care for our Veterans through environmental stewardship and using available resources,” Matthews said. “We’re using every effort to make sure our Veterans receive the care they deserve, and incentives such as this increase our potential through cost-savings to continue investing in their care.”

Family cruising the VA parade for Veterans in the Community Living Center From Gulf Coast Veterans Health Care System Public Affairs BILOXI, Miss. — Biloxi VA Medical Center’s Community Living Center (CLC) hosted the “CLC Family Cruising the VA Parade” May 11, through the facility’s campus.

The brief parade was designed to allow Veterans the opportunity to see family members and friends during the ongoing global health crisis, something event co-organizer Biloxi VA Medical Center CLC Nurse Manager Holli Bolton said is critical to the ongoing care Veterans at the facility receive.

“These Veterans have had no visitors for weeks because of the health crisis we’re all experiencing,” Bolton said.

“This gave our Veterans the chance to see their loved ones and friends while maintaining physical distancing and gave them a chance for interaction – if only from a distance – with the community we all call home.”

Veterans Affairs (VA) is currently following Center for Disease Control (CDC) guidelines and limiting visitors for patients

Holli Bolton and Tonya Fountain-Adams, Nurse Managers for the Community Living Center and organizers of the event, wave as families cruise by shouting words of encouragement to their loved ones.

in VA facilities, as well as observing physical distancing recommendations.

Several families of Veterans at Biloxi VA Medical Center CLC drove through the campus, holding up signs of support for their family members.

Additionally, Mississippi Gulf Coast Corvette Club also participated in the event, as well as numerous Gulf Coast area motorcycle clubs.

Event co-organizer Tonya Fountain-Adams, also a nurse manager at Biloxi VA Medical

Center CLC, said that while much of what the CLC staff does involves hands-on care, ensuring Veterans’ morale remains high is another aspect of what they do each day.

“These Veterans haven’t had a chance to have visitors since March because of the ongoing health care crisis,” she said. “This is a chance for not only them to see family and friends, but to celebrate them, to let them know that they are always appreciated.”

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Biloxi VA hosts mobile food pantry to assist Veterans during difficult time From Gulf Coast Veterans Health Care System Public Affairs

Homeless Veterans Program Manager Jodi Picciano-Swanson prepares bags of non-perishable goods during the July 29 Mobile Food Pantry event at Biloxi VA Medical Center. Two hundred boxes of goods were donated to Veterans and their families during the ongoing health crisis.

BILOXI, Miss. — Employees at Biloxi VA Medical Center distributed more than 200 boxes of nonperishable food and other goods during a July 29 event designed to support Veterans and their families during the ongoing global health crisis.

The Mobile Food Pantry event, spearheaded by Gulf Coast Veterans Health Care System (GCVHCS) Homeless Veterans Program,

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provided a contact-free, drivethru experience, with GCVHCS employees distributing pre-loaded bags to Veterans, caregivers and other eligible individuals who remained in their vehicles.

“The safety and well-being of the Veterans we serve is our utmost consideration,” said Health Care System Director Bryan C. Matthews.

“And even while observing Center for Disease Control and Prevention

(CDC) recommendations, we’re still providing – and will always provide – care and assistance to the Veterans we are here to serve.”

Organized by Homeless Veterans Program and Voluntary Services GCVHCS Homeless program distributed the non-perishable items primarily donated by Feeding The Gulf Coast, a Feeding America

Voluntary Services Officer Robert Davis sorts bags of nonperishable goods during the July 29 Mobile Food Pantry event at Biloxi VA Medical Center. Two hundred boxes of goods were donated to Veterans and their families during the ongoing health crisis.

regional member. Additional items donated directly to GCVHCS’ Voluntary Services were also included in the effort, according to GCVHCS Homeless Veterans Program Manager Jodi Picciano-Swanson.

“Many people have lost their jobs, adding additional stressors like how utilities, rent or a mortgage would be paid and how they are going to keep food on the table,” Picciano-Swanson said. “While the Homeless Program maintains a food pantry for homeless Veterans, the goal of partnering with Feeding The Gulf Coast is to serve other Veterans experiencing

food shortages.”

Picciano-Swanson added, however, that GCVHCS Volunteer Services continuously accepts donations of non-perishable items, including toiletries, for the more than 700 homeless and at-risk Veterans – with more than 200 of them in Biloxi, Mississippi, alone – along the Gulf Coast.

Biloxi VA Medical Center’s Mobile Food Pantry event was an all-volunteer effort, Picciano-Swanson said, with Biloxi VA Medical Center employees volunteering to fill bags the morning of July 29 and distribute those during the drive-thru. This effort, she added, is indicative of the organization’s ongoing mission.

“Some of our nation’s Veterans may be particularly at risk, and ensuring they have basic necessities like food and toiletries is one of our top considerations,” said Picciano-Swanson. “These Veterans have already endured so much, and GCVHCS is always here to help.”

GCVHCS Voluntary Services Officer Robert Davis said the community has historically donated goods for Veterans in need. This event – at the height of the ongoing global pandemic – continues to demonstrate the sense of community the organization maintains with area individuals and organizations.

“Our Veterans are our top priority, and the community here has always been an integral part of our mission,” Davis said. “The Mobile Food Pantry is always looking for ways to work with our community to provide assistance to our Veterans, and the donations we received for this event, will definitely provide assistance to those who have served our country.”

Community members interested in donating are encouraged to contact Voluntary Services at 228-523-5763.

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Biloxi VA Medical Center celebrates 87th birthday From Gulf Coast Veterans Health Care System Public Affairs

Medical Center Director Bryan Matthews serves Alexander Murray, Chief of Supply Chain Management a slice of cake in celebration of the facility’s 87th birthday.

BILOXI, Miss. — Employees at Gulf Coast Veterans Health Care System (GCVHCS) gathered with appropriate physical distancing and masks at Biloxi VA Medical Center on August 10 to celebrate the facility’s 87th birthday.

During the brief ceremony, GCVHCS Director Bryan C. Matthews said the organization’s dedicated staff, continued facility improvements, and adherence to Veterans Affairs (VA) principles have all contributed to the facility’s nearly

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nine decade success.

“This facility has embodied the values we strive to uphold for thousands of men and women who have chosen to wear the cloth of our nation,” said Matthews. “For 87 years, Biloxi VA Medical Center has been here to ensure our nation’s Veterans continue receiving the care they deserve, regardless of race, gender, age, or orientation. The 2,500 staff members working here are continuing that tradition – to provide our Veterans with the respect, care, and

Aerial photo of the original Biloxi VA Medical Center Campus.

compassion they rightly deserve.”

Matthews also led a cakecutting during GCVHCS’ regularly scheduled morning meeting, virtually attended by representatives from the community-based outpatient clinics in Mobile, Alabama, and Pensacola, Panama City Beach, and Eglin, Florida.

Construction of Biloxi VA Medical Center began in 1932 on a 640-acre site consisting of mostly undeveloped land with dense stands of oak and pine trees. VA architects created a picturesque setting for the hospital campus by integrating the distinctive natural sub-tropic environment of the Mississippi Gulf Coast with elements of formal landscape and building design.

Demand for hospital care grew dramatically in the Depression years. Biloxi VA

Medical Center was one of 50 medical centers constructed from the 1920s to the 1940s. A

prototype plan was adapted by VA architects for each specific hospital site.

At first, tuberculosis predominated among the conditions treated at VA hospitals. But by the middle of the 1930s, tuberculosis patients had dropped to only 13 percent — thanks partly to VA’s own research and treatment efforts.

Neuropsychiatric conditions then accounted for more than half of the patients.

In 1980, the Biloxi Veterans Medical Center Historic District was determined eligible for listing in National Register of Historic Places and was formally listed in 2002.

Raising the United States Flag for the first time to mark the dedication of the new Veterans Administration facility at Biloxi, Miss.

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Biloxi VA promotes Whole Health initiative to better care for Veterans From Gulf Coast Veterans Health Care System Public Affairs

BILOXI, Miss. — Employees of Gulf Coast Veterans Health Care System (GCVHCS) based in Biloxi, Mississippi recently attended a four-hour seminar designed to increase awareness of Veterans Affairs’ (VA) initiative.

The goal of the Residential Rehabilitation Treatment Programs Domiciliary (RRTP-DOM) Whole Health Day 2020 held on July 29 was to introduce staff to Whole Health concepts and practical applications of the innovative program.

The event featured interactive presentations and demonstrations from GCVHCS Whole Health team. In addition, there was an opportunity to ask questions about the incorporation of the Whole Health program into individual continuity of care at Biloxi VA Medical Center.

The seminar featured an introduction to Whole

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Health and a body scan mindfulness experience from GCVHCS Whole Health Champions Tara Martine and Ray Bowne. Participants also enjoyed a tai chi demonstration from MOVE! and Wellness Coordinator Robert Krause and a Healing Touch demonstration from Mental Health RRTP Licensed Practical Nurse Kenya Crear.

GCVHCS Whole Health and RRTP-DOM employees believe that incorporating the Whole Health concept into the Biloxi VA Medical Center Behavioral Health’s RRTP-DOM program could have positive effects on Veterans.

“All Veterans entering the RRTP-DOM have an opportunity to complete the Introduction to Whole Health class and a Personal Health Inventory to explore what is truly important to them and how we can help them meet their wellness goals. This

includes access to a variety of treatment modalities to address symptoms of stress, anxiety, depression, chronic pain, and so much more,” said Tina Johnson, the RRTP-DOM admissions coordinator.

The Personal Health Inventory helps Veterans explore what matters to them and assess where they are and want to be in the eight Circle of Health areas of self-care. Based on the answers, this selfassessment tool (also available in Spanish) helps Veterans pinpoint areas to work on.

Johnson added that RRTP-DOM staff began using the resources demonstrated during the Whole Health Day almost immediately.

“The very next day, I recommended Healing Touch to a Veteran who was considering leaving the program due to his pain level,” said RRTP-DOM Social Work Case Manager Mary Romano. “I believe in health, wellness, exercise, and natural healing techniques for all Veterans, especially those in pain.

I’m enrolled in a tai chi certification course in September of this year, and I’m thrilled to bring this and the other resources to our Veterans.”

Whole Health is VA’s cutting-edge approach to care designed to support Veteran’s health and well-being.

This approach involves a health care team’s individual

knowledge of a Veteran and working with them to develop a personalized health plan based on individual values, needs, and goals, according to Martine.

VA facilities are shifting from a health care system focused primarily on treating disease to one rooted in forming continuous healing relationships and partnerships that support Veterans in achieving their greatest overall well-being.

“Whole Health is a new approach which VA is embracing,” said Martine. “Whole Health empowers and equips Veterans to take charge of their own lives and health and focuses on what matters most to the Veteran. VA clinicians partner with Veterans to help them achieve their vision of their best life.

Asking ‘What do you want your health for?’ is an essential question towards achieving optimal health and well-being.”

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GCVHCS recognizes contributions of Women Veterans with ‘I Am Not Invisible’ photo campaign From Gulf Coast Veterans Health Care System Public Affairs BILOXI, Miss. — More than 90 Gulf Coast Veterans Health Care System (GCVHCS) Women Veterans, who are also Veterans Affairs (VA) employees, participated in a recent virtual photo exhibit recognizing their military service contributions.

A video of the photo shoot at Gulf Coast Veterans Health Care System is also available on its Facebook page.

The ‘I Am Not Invisible’ exhibit was on display at Biloxi VA Medical Center in Biloxi, Mississippi and Joint Ambulatory Care Center (JACC) in Pensacola, Florida. Spearheaded by the VA’s Center for Women Veterans, this national campaign is designed to increase awareness and dialogue about Women Veterans as well as open viewers’ eyes to the contributions, needs and experiences of women who have served during all eras of the U.S. Armed Forces.

Gene Russell, photographer for the VA Secretary and official ‘I Am Not Invisible’ campaign photographer, has traveled to more than 40 states

Luz Echecvarria - Holiday 12 | INSPIRE! | Winter 2020

Cynthia Oetker

to complete the three-year project.

The day-long photo shoots provided the opportunity to participate in an initiative that GCVHCS Women Veterans Program Manager Donna Maxwell said is important to the changing perception of women who have military service.

“Women Veterans have served since the Revolutionary War,” said Maxwell. “Most people don’t realize there are two million Women Veterans today. That number increases daily. Projects such as this highlight the fact that women are not only daughters, mothers, sisters, wives, and girlfriends.

They are Veterans who have made important contributions to this country, and we are not invisible.”

Participation in the photo shoot was staggered to observe physical distancing guidelines. Some women Veterans brought mementos including uniform items, photographs, and other military memorabilia for inclusion in their photographs.

Erica Tanner

Joni Utley

Event participant Yolonda Robert, an Oncology-licensed practical nurse at JACC, said the project serves two purposes.

“I think it’s very important for women to be acknowledged for their service,” said Robert.

“Projects such as this, help highlight the role Women Veterans have played throughout our history, and also bring to light the fact that VA has health care services for women.”

Russell says that each photograph included in the project features a brief biography of the Veteran and their thoughts on their service. It also brings attention to the importance of both the project and the changing perception of Women Veterans.

“We’ve photographed 2,600 Women Veterans who have served America,” said Russell.

“And one of the most amazing things about this project is that we take their information and put it on the poster. We share that through the Center for Women Veterans Facebook page.

I think we need to teach America

Zoraida Butcher

‘I Am Not Invisible’ campaign Photographer Gene Russell focuses his camera to take a portrait of Rae Shawn Davis, a Woman Veteran and an employee in Biloxi, Mississippi.

how these women served their country and the various ways they served their country.”

Russell added that completed photographs of GCVHCS Women Veterans – as well as other ‘I Am Not Invisible’ campaign participants – are available on the Center for Women Veterans website. A video of the GCVHCS photo shoot is also available on the GCVHCS Facebook page.

The Center for Women Veterans, established by the U.S. Congress in 1994, is designed

Kacey Cotoli Gibson

to monitor and coordinate the VA’s administration of health care and benefits services and programs for women Veterans, serve as an advocate for a cultural transformation (both within VA and in the general public) in recognizing the service and contributions of women Veterans and women in the military, and raise awareness of the responsibility to treat women Veterans with dignity and respect.

Cheryl Oliver Johnson

Delores Miller 13 | INSPIRE! | Winter 2020

Veteran’s Spotlight: Cannie Lee Cody

By Stephanie B. Page-McClure, RN (Primary Care Gold Team 2) BILOXI, Miss. — The COVID-19 pandemic has brought unprecedented challenges both for our Veterans and our employees. We have limited many face-to-face visits except for urgent care; and because of this I have established more communication with my Veterans. I had a nurse visit with a 90-year old Veteran who shared intimate details about his life and that included being saddened that a young lady was murdered and how justice was never served. As my Veteran shared his story, I realized my Veteran had a huge burden on his heart. He informed me that he had spent the majority of his life trying to seek justice for a lady named Mrs. Chappell. He also informed me about a book he had written, “The 14th Denial: A Civil Rights Memoir” by Cannie Lee Cody. As he spoke, I looked this up with my computer and immediately ordered the book. Mr. Cody was the lead detective at the Duval County Sheriff’s Office on the case of the murder of Johnnie Mae Chappell, a 34-year old black 14 | INSPIRE! | Winter 2020

woman, a wife and mother of ten children; her youngest was four months old when she was murdered. This murder happened in Jacksonville, Florida. during the civil rights movement on March 23, 1964.

Mr. Cody spent decades trying to seek justice for her and her family. He not only served in the United States Coast Guard but also served during the Civil Rights Movement. Realizing that I was this Veteran’s nurse, I became more thankful for his service to our country; however, I was saddened that he was not at peace. By demonstrating my interest in his story, and patiently listening to my Veteran, I wrote Mr. Cody’s story for our My Life, My Story project. Mr. Cody gained peace and showed such gratitude and happiness when he signed his book for me a few days later. This experience has encouraged me to be patient with all my Veterans and listen more: not just helping my Veterans physically but mentally and emotionally as well. I have noticed in my fifteen years of

Cannie L ee Cody (right), United States Coast Guard Veteran, who served during the Civil Rights movement in the 1960’s, with Medical Center Director Bryan C. Matthews.

nursing that patiently listening to people will always be beneficial.

Mr. Cody’s health care providers can now read his story and get to know what really matters to him.

No doubt that COVID-19 caused months of heartache and sorrow, but these personal experiences are what makes things better.

If you would like to be interviewed to have your story written, please send an email to VHABILMyLifeMyStory@va.gov.

KNOW YOUR PROVIDER Jennifer L. Kuba, DPM Podiatry, Surgery Mobile VA Clinic How long have you worked for VA? I am originally from Ohio and started as a podiatry student at Ohio College of Podiatric Medicine (OCPM) rotating through several Veterans Affairs (VA) in 2002-2003. I enjoyed my rotations so much, that I went on to do my residency and fellowship in Cleveland at Louis Stokes VAMC, and was subsequently hired as an attending. I enjoyed taking care of Veterans as well as teaching students and residents during my time in Cleveland. I then moved to Southeast Louisiana Veterans Health Care System (SLVHCS)/New Orleans VAMC in 2009 and was able to be part of rebuilding the services there post-Katrina. I transferred here to MOPC/Gulf Coast Veterans Health Care System (GCVHCS) in 2017 to be closer to my family who have relocated to the Gulf Coast.

What attracted you to work for VA? I have loved working with Veterans since I was a student. I am not a Veteran myself, but do have many in my family. When I first started, the majority of patients I saw were WWII Veterans, and I always enjoyed the time I got to spend with them and the conversations and history lessons they were happy to share. Now, we have such a broad spectrum of

ages and pedal concerns, everything from foot injuries to diabetic foot ulcers daily, I continue to enjoy my work as it keeps me on my toes, pun intended.

How does serving Veterans each day impact you personally?

I truly feel it is my calling to serve our nations Veterans. Everything they have done to serve our country impacts me daily, and I am humbled to assist them in my career.

In your opinion, why should Veterans choose VA for their health care?

I believe Veterans Affairs (VA) does give the best care for our Veterans. All health care systems have issues, but when it comes down to it the Department of Veterans Affairs has an immense task and they rise to the occasion. Most of our Veterans will agree, they do not get the personalized healthcare in other facilities like they do at VA. Many who do go outside, choose to come back asap.

Are you a Veteran? If yes, what military branch?

I am not but had several family members serve in the Army and Navy.

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GCVHCS ramping up relationship-building ‘My Life, My Story’ initiative From Gulf Coast Veterans Health Care System Public Affairs BILOXI, Miss. — Gulf Coast Veterans Health Care System’s (GCVHCS) Community and Public Affairs Service is continuing to integrate a Veterans Affairs’ (VA) voluntary initiative designed to help providers and Veterans further establish a sense of familiarity.

The ‘My Life, My Story’ program, a national VA program providing Veterans the opportunity to share their experiences and story with VA employees, is designed to provide opportunities for clinical care teams to become more familiar with the Veterans they serve through a short narrative inserted into a Veteran’s record.

According to GCVHCS ‘My Life, My Story’ Program Coordinator Mary Nelson, the program, while providing a Veteran’s health care providers insight into a Veteran’s life and experiences, additionally serves to provide the Veteran a voice, leveraging a Veteran’s experience in their own words.

“This project relies on the teaching, healing and human power of stories,” Nelson said. Every Veteran has an important story, and by inviting them to share their stories and writing these up for VA providers, we’re working to build a more direct connection between a health care team and patient, something which ultimately translates into excellent health care.”

Nelson added that GCVHCS staff and trained volunteers conduct interviews with Veterans and generate a short story. After obtaining consent from the Veteran, the story is uploaded with the Veteran’s records, available for the individual’s health care team to review.

“In our effort to improve Veteran experiences and continue the trust of our Veterans and their families, this can be a method for a Veteran to share meaningful experiences from their life in the form of a story,” Nelson said. “Stories convey the culture, history, and values that unite people, and can provide our health care teams a more complete understanding of the individuals we are here 16 | INSPIRE! | Winter 2020

Dr. Aleta N. Declouet, provider at Biloxi VA Medical Center, reads a Veteran’s narrative to establish a sense of connection.

to serve.”

Nelson said the voluntary project encourages not only a Veteran’s experience with GCVHCS but is designed to allow the individual to essentially tell their story. Volunteers will transcribe information, make edits as needed and present the story to a Veteran for final approval. The final version of the story is then uploaded to the Veteran’s files.

“Storytelling validates the value of the years our Veterans have lived. It is a way of reconnecting with important life-defining relationships and emotions,” Nelson said. “This helps Veterans think about what matters most to them and provide us the opportunity for our health care team to get to know these individuals who we’ve all pledged to serve.”

Veterans enrolled in GCVCHS wishing to participate in the voluntary program or requiring additional information are encouraged to email questions to VHABILMyLifeMyStory@va.gov.

The ‘My Life, My Story’ program was developed in 2013 at William S. Middleton Memorial VA Hospital in Madison, Wisconsin. The Veterans Experience office recognized the program as a best practice in 2018 and began implementation of the project at VA facilities across the nation.

Veteran trust in VA reaches all-time high From Gulf Coast Veterans Health Care System Public Affairs BILOXI, Miss. — The U.S. Department of Veterans Affairs (VA) announced Veteran trust in VA reached 90%, reflecting a 19% increase since January 2017. Gulf Coast Veterans Health Care System (GCVHCS) is a part of Veterans Integrated Service Network 16 (VISN 16), which includes facilities in Alexandria, New Orleans, and Shreveport, La.; Houston, Texas; and Little Rock and Fayetteville, Ark.; and Jackson, Miss. We moved from 6th place to 5th place in overall trust scores in VISN 16. We moved from 3rd place to 2nd place in COVID-19 topics trust scores. We are all adapting to major changes in our health care environments and in our daily lives, as the COVID-19 pandemic continues. We hope that you, your families and your friends and colleagues remain safe and healthy and we want to thank

you for the trust you put in us each day.

Veterans continue to provide valuable insight about their experiences through a random survey called Veteran Signals (VSignals). The improvement in our survey results show

GCVHCS is listening to the voice of the Veteran and taking decisive actions. Customer feedback continues to drive improvements in the way GCVHCS provides care and services. We receive an average of 250 surveys per week with about 100 comments. Every department now has its own Patient Advocate that resolve concerns, answer questions, record compliments and share recommendations.

GCVHCS is comprised of Biloxi Veterans Affairs (VA) Medical Center and Mobile, Pensacola, Eglin and Panama City VA Clinics.

GCVHCS, headquartered in Biloxi, Mississippi, provides a variety of medical outpatient services to more than 70,000 Veterans.

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Enjoy the convenience of having it delivered to your email address: https://www.biloxi.va.gov/inspire.asp

UPCOMING EVENTS: Federal Holidays: Christmas Day Friday, December 25 New Year’s Day Monday, January 1

Photo on the cover...

EDITORIAL BOARD

The Inspire! newsletter is published on GCVHCS home page. You can contribute your inspirational story to Inspire!

Tell us about a day in your life and why you are passionate about your work at GCVHCS. Contact the editorial staff for guidelines.

To submit your inspiring patient story, click on the link below: https://vaww.visn16.portal.va.gov/ sites/bil/PCCCT/Webpages/PCCCT.htm

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Vernon J. Stewart Chief, Community and Public Affairs Service Mary A. Nelson Patient Centered Care and Cultural Transformation Coordinator Kristoffer Pareja Visual Information Specialist Medical Media Service Bruce Cummins Public Affairs Specialist Community and Public Affairs Service

STATEMENT OF PURPOSE To provide a forum for employees, volunteers, patients and families to communicate ongoing progress with patient centered care and cultural transformation (PCC/CT) within Gulf Coast Veterans Health Care System (GCVHCS); to foster a climate that reflects the health care system’s creativity and diversity.

You can find out more about the Office of Patient Centered Care and Cultural Transformation on the SharePoint site. We are playing a part in transforming VA’s culture!

www.facebook.com/VABiloxi

VA Photos by Medical Media Service

www.twitter.com/Biloxi

MMS 20-949 2020/INSPIRE/KP Stock images and graphics: Thinkstock Photos/Getty Images

A Veteran watches a vintage car outside the Community Living Center (CLC) as it circles around the facility during the “CLC Family Cruising the VA Parade” on May 11.