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Summary Of Gap Analysis Of A Patient Advocate

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The Department of Veterans Affairs is an organization that offers health care and other veteran benefits, such as compensation, home loans, life insurance and survivor benefits. The organization utilizes several methods to assess the success of quality to veterans and their family. First, they conduct a questionnaire survey that will allow veterans to rate their care or interactions with the facility. This method is a very similar to a gap analysis study that computes the service quality that customers expect versus what they actually received (Solomon, Marshall & Stuart, 2012 p. 283). Secondly, the utilizes the services of the Patient Advocacy Program. “A Patient Advocate is an employee who is specifically designated at each VHA facility

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