Over the last 6 years, the Dept. of Veterans Affairs, Veterans Health Administration, has made substantial gains in their patient experience scores. Today, there are more 4- and 5-star VA Hospitals than comparable CMS sites. Learn the moments that matter most to patients, their families, caregivers and survivors and how to build solutions that impact the experience your staff delivers to customers. Does the atmosphere of your infrastructure create a positive experience and what do patients tell us about what they want from infrastructure. Focusing on Customer experience is directly linked to improvement in staff retention along with care plan compliance. How do you design infrastructure that supports and fosters a culture of inclusivity and engagement? Do patients really care what color the halls are or the comfort of the waiting room chair? Will investing in customer experience actually impact your bottom line? Tune in to learn the moments that matter most to patients and much more. Core Competencies: Strategic Planning; Space Planning and Programming; Design; Transition Planning AIA Cource Number: 2023.05.010 AIA CEU = 1 LU