Exploration / Veteran Request: Explore the possibility of a "funnel" for secure messaging

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Description

During the BVA / Section 508 monthly meeting on August 21, 2024, there was discussion around how to make secure messaging a bit easier to use for screen reader users and for users with cognitive disabilities. During the session, a Veteran brought up a few issues that she has been having with the picker list for providers recently (tickets already created for those) and mentioned that she has over 25 providers to choose from. Other Veterans on the call also mentioned having a large number of providers and how difficult it can be to find who they are looking for in the list. This began a discussion around the possibility of working towards a "funnel system" when creating a new message.

In a perfect world, the first input would be to select your facility, then select the department (since providers could have similar names or a Veteran may not know the name of the person they are looking for), etc. As each selection is made, the names in the provider list would begin to narrow down and only show providers in the selected facility and then the selected department. This could leave a Veteran with a much smaller list to choose from when it comes to their providers.

Meeting Notes:

Veteran 1: It’s just confusing to me I can’t navigate it easily At least 25 in the list A lot are “Wash” – the names are not easy I prefer the department If you go to other clinics, it will say Las Vegas I have to really listen Can only imagine folks who go to different VAs My husband has OK and DC

Veteran 2: The names get tricky I have about a dozen Repetitive beginning of the BIL means Biloxi not that you have a bill The first time they get panicky

Brea: What if you started with a bucketing of the list somehow Brought this up years ago but it wasn't possible at the time – maybe it is now?

Veteran 2: Almost suggest readdressing that Snowballed into more things…VIST in there Neurology…with multiple locations Or start with the facility/location Narrow down a lot more It has grown

Veteran 1: You’re not contacting a person directly Oncology It goes to a general box that they monitor, then your dr responds I don’t have the dr directly It depends on the clinic There’s a shared box PCP is direct to the person

Brea: We’ve seen that the dr is not always clear Is it clear which Dave you want to contact? Funnel? Narrow down? Dave in neurology vs Dave the PCP Talk about more – coordinate with web side (if needed)

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Ticket has been reviewed and is still valid.