Improving Communication for Veterans

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by Amanda M. Wilczynski

 

VA Butler Healthcare’s System Redesign Team was recently awarded first place in a national VA competition. The team’s work improved VA Butler’s telephone care system and increased VA Butler’s Audio Care usage to provide more efficient and improved communication with Veterans.

VA Butler’s System Redesign Team worked with Office of Information & Technology (O&IT) staff to create an Access Communication Tool to enter information regarding Veteran’s incoming telephone requests. The improved electronic procedure ensures Veterans receive a follow up to their request within 24 hours.

“We are making sure Veterans get the quality care they have earned, and are able to access us in a timely manner,” said Tina Hess, VA Butler’s Health System Specialist.

The team also worked to promote greater use of AudioCare. AudioCare is an automated system that calls to remind Veterans of scheduled appointments. It allows Veterans to call in to verify or cancel an appointment and to refill or check on a prescription refill status. Some VA Butler Healthcare clinics were not using this system for their appointment reminder calls. The team worked with O&IT to activate this feature with additional clinics. Veterans are educated on the use of AudioCare when they check in for their appointment.

The System Redesign Team included Dawn Staph, Administrative Coordinator; Faith Barber, Medical Support Assistant; and Doreen Zablotsky (retired), Clinical Coordinator. Tina Hess, Health Systems Specialist and Kim Ripper, Patient Safety Manager served as team mentors. Dr. Ken Nowotny was the team’s sponsor. Congratulations team!

 

 

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