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The Importance of Listening to Veteran Needs- Using Feedback Loops

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The San Diego VA is listening to veteran frustrations about services and the ease by which they can navigate the medical system. The initiative is part of broader effort to understand how to better service veterans and improve the effectiveness of VA hospitals. Throughout the month of August and September the VA is conducting town hall meetings throughout the country. This is the VA's opportunity to consider both physical and virtual feedback loops in future policy development. “ As part of our Road to Veterans Day, VA is taking a hard look at everything we do in order to reorganize the Department around the needs of Veterans. Direct feedback from Veterans, employees and stakeholders is an important component of that Roadmap, and key to improving our services and operations ,” states VA Secretary McDonald ( Veterans Administration,2015 ). Organizations use virtual feedback loops to understand how top level policies impact users on the bottom level. Sometimes feedback comme