Senator Shares Secret Survey Results with Springfield

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SPRINGFIELD, Mo.– Back in 2010, U.S. Senator Claire McCaskill launched the Veterans’ Customer Satisfaction Program, a way of gaging a veteran’s experience with the VA through anonymous surveys. Tuesday the senator spoke to vets in Springfield about the results of the surveys.

“We are pleased that we had a good response to our surveys this year. And in every category the average was up in terms of satisfaction with the VA facility,” said McCaskill.

Among those in attendance, Air Force veteran, Lisa Campbell whose been going to the VA now for five years. She says her experiences could be better.

“I have all male doctors…as far as the gynecologist and all that they’re all male doctors and the general practitioner,” said Campbell.

But she’s left to tell McCaskill this in person, saying she never got a chance to take one of the new “Secret Shopper” style surveys in the first place.

“Years ago I had taken a survey, that must have been about four years ago. I wasn’t aware of the current survey,” she said.

According to fellow veteran Darin Hargis, there are plenty of people not taking these surveys. He says the study currently shows a high number of positive responses, but may represent a small number of veterans.

“I don’t know of anybody that’s told me they’ve done one of these surveys. So if you have very few people that have done one of these surveys, then the validity of the surveys can’t be very valid,” said Hargis.

Senator McCaskill says she isn’t ignoring those Vas leaving Ozarks veterans dissatisfied, she says she’s following up.

“There were some areas where scores went down. So we will get a written response from that facility how they’re going to address that. How are they going to address those areas where the scores went down slightly?,” she said.

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