Senator expands oversight effort for Southwest Missouri veterans

U.S. Sen. Claire McCaskill announced today the expansion of her “secret shopper” program to veterans served by the Veterans Administration in the Joplin and Springfield areas.

The effort is designed to continue improvements to the quality of customer service at statewide VA facilities, and helps provide oversight and accountability for VA health care facilities. McCaskill is asking Missouri veterans to continue participating in the program that allows veterans to share timely, confidential feedback about their VA health care visits. The project, which helps provide oversight and accountability for VA health care facilities, will cover an estimated 25,000 additional veterans.

McCaskill’s veteran secret shopper program, known as the Veterans’ Customer Satisfaction Program, was started in 2010 amid reports of problems with medical care at John Cochran VA Medical Center in St. Louis. With today’s expansion to include the Southwest Missouri region, the survey is now active in five regions: Springfield, St. Louis, Kansas City, Columbia and Poplar Bluff. The southwest expansion will cover approximately 25,000 additional veterans. The past year’s round of surveys received more than 1,200 total responses.

“For me, the best way to find out if veterans are getting quality customer service has always been to hear from them directly,” said McCaskill, a senior member of the Senate Armed Services Committee. “These surveys — which I’m thrilled are now actively reaching veterans in every corner of our state — help give us a real window into the quality of service Missouri veterans are receiving so we can work to ensure they’re receiving the high quality of service they deserve.”

Veterans seeking to participate in the Veterans’ Customer Satisfaction Program can visit McCaskill’s website,, and complete the confidential survey. Responses can be submitted after each health care visit.


Leave a Reply