Patient Experience Week: Putting Veterans first, together

VA celebrated Patient Experience Week (PX) from April 27 to May 3, shining a spotlight on the simple idea that every interaction is a chance to put Veterans first.

Across the country, facilities used the week to strengthen a Veteran‑first culture, build trust in VA care and services, and bring together patient experience, employee experience and organizational culture around one goal: making sure Veterans feel heard, respected and supported at every step of their care journey. Many sites hosted special events that brought Veterans, staff and community partners together, while also recognizing employees who go above and beyond to deliver exceptional care.

“Every interaction matters, and how we treat both our patients and each other shapes that experience.”

Innovation, partnership and appreciation

At VA Hines Health Care System in Illinois, PX Week began with a powerful gesture of gratitude. In partnership with the Gary Sinise Foundation and its Serving Heroes program, meals were provided to Veterans and their families as part of VA’s National Day of Thanks.

Innovation was a major focus as well. Veterans Integrated Service Network (VISN) 12 hosted a panel on how new ideas can improve the patient experience, featuring innovators from across the network and a keynote from Veterans Experience Office Executive Director Jennifer Purdy.

“What I heard in all of the presentations is that they cared enough about the person and the issue to ask, ‘How do I make this better?’ That’s innovation, but it’s also compassion and integrity in action,” Purdy said.

One standout idea was the “Call Caddy,” a 3D‑printed compartment that attaches to hospital bed rails to keep essential items within reach and reduce falls. Hines VA nurse Elizabeth Rojas-Serna earned the Innovation Development & Excellence Award for creating this simple, Veteran‑centered solution.

The week also showed how listening to Veteran feedback leads to meaningful improvements. Hines hosted a VA Whole Health‑partnered health fair and closed PX Week with an Employee Appreciation Day recognizing staff who create positive experiences day in and day out. Veterans Experience Officer Candice Kent summed it up: “Every interaction matters, and how we treat both our patients and each other shapes that experience.”

Listening to Veterans’ stories

At the Hudson Valley VA Healthcare System in New York, the week focused on one of the most essential parts of patient experience: listening. The team emphasized that PX is not just about processes or wait times—it begins with understanding the Veteran’s voice and story.

Hudson Valley hosted a resource event focused on best‑practice sharing, giving Veterans a chance to meet the Patient Experience team, share their experiences and see how their feedback leads to real improvements. The facility also highlighted four Veteran stories through the “My Life, My Story” program, which helps providers better understand the person behind the medical record. Veterans Experience Officer Angel Duncan encouraged Veterans to participate in Veterans Signals (VSignals) and the Survey of Healthcare Experiences of Patients (SHEP), reminding them that their feedback directly shapes how VA improves care. “Without the voice of the Veteran, without hearing from you where we can improve, we can’t continue to advance treatment,” she said.

Pride in serving Veterans

In Texas, the VA North Texas Healthcare System kicked off PX Week by spotlighting employees who lead with empathy and consistently put Veterans first. Throughout the week, it hosted resource fairs that brought information, support and services together in one place, making it easier for Veterans to get what they need.

“Patient Experience Week has a real impact, not just on the Veterans we serve, but on our staff as well,” said Jason Cave, Medical Center director for VA North Texas. “Veterans deserve the absolute best experience, the best access and the highest quality in care.”

A key event was the “Voice of the Veteran” panel, where Veterans shared perspectives on trust, what North Texas is doing well and areas for improvement. Their honest feedback is helping shape changes that will benefit future Veterans.

To support staff, North Texas also offered employee engagement pop‑ups, wellness activities like line dancing and chair aerobics, and informal opportunities to connect and recharge. Cave added, “PX Week reminds us why we chose this mission and [it] renews our sense of pride in serving our nation’s Veterans.”

Why it matters

From shared meals and innovation panels to story‑sharing programs and wellness activities, PX Week 2026 highlighted the creativity and dedication of VA teams nationwide. Each facility celebrated in its own way, but all were united by one purpose: ensuring every Veteran feels valued, listened to and supported—not just during PX Week, but every day they choose VA.