Change Request: suppress PMR Pending tracked item

[amylai-va]

1.) Requestor's Name

Amy Lai

2.) Requestor's Email

amy.lai2@va.gov

3.) VA Team

Benefits

4.) What is the name of the project or change?

Suppress PMR Pending requests

5.) Please explain what problem you are trying to solve.

PMR Pending is a tracked item that is added by the contract vendor that attempts to obtain private medial records (PMRs) from private physicians. Therefore, it should categorized as a request that VA is making to a 3rd party. However, these requests currently show as requests that a Veteran needs to take action on.

• This is the most common tracked item we show (>17k in the last 30 days)
• The current UI doesn't explain what is being asked of the Veteran
• If the private physician fails to provide the records, then regional office (RO) is responsible for notifying the Veteran. The RO sends a letter to the Veteran (no tracked item is created), and at that point, it is the responsibility of the Veteran to send the records to VBA within 30 days.

6.) Please explain how this change would work.

Assuming that PMR Pending requests also appear in the mobile app as something the Veteran needs to take an action item:

• First: Suppress the PMR Pending request. This will ensure the Veteran is not seeing inaccurate requests. this request
• Next: The VA.gov team will ask BGS to recategorize PMR requests, so they show up as 3rd party requests. Then, we will clarify what these requests are and how a Veteran might be able to help (even though it's a request for their private physician).

7.) Features Impacted

Claims, evidence requests

8.) Please include all relevant documentation links for this change request.

N/A

9.) Does your team have all the necessary materials (documents, designs, processes, analytics, APIs, etc) in place for Mobile to make these changes right now?

To be discussed

10.) Has this change been discussed with VAHB POs (Ryan or Don)?

No

11.) Has this change been agreed upon by all impacted VA Stakeholders?

Yes, Andrew Gray

12.) What is your ideal due date for this change request?

ASAP, since these requests are inaccurate

[DonMcCaugheyUSDS]

@amylai-va @jstrothman @CorySohrakoffUSDS I'm not familiar with PMR Pending requests. Where might one expect to find them in the mobile app? This would help us check if we do in fact show them.

Also, what system & API endpoint do they come from?

[jstrothman]

@DonMcCaugheyUSDS A few notes about PMR Pending requests:

1. PMR Pending requests are a type of tracked item, which we believe appear as Claim File requests, e.g. this screenshot (mural)
2. We get these requests via the Benefits Claims API
3. PMR Pending requests are incorrectly categorized by BGS as "needed_from_you" when they should be recategorized as "needed_from_others"
4. We've submitted a request to BGS for re-categorization, however that can take a few months, and VBA has agreed that they should be suppressed until they can be recategorized as they are the most common tracked item we show (14k in last 23 days on VA.gov) and are conveying misinformation. In web CST, as an item "needed_from_you" they indicate something is needed from the Veteran by [x] date, and it's unclear what is needed from the Veteran
   • Instead of suppressing the PMR rquests, the web team decided to force them to appear along with tracked items categorized as "needed_from_others" in https://github.com/department-of-veterans-affairs/va.gov-team/issues/93456

I don't know if the mobile app displays evidence requests (tracked items) made to others, but these should not appear as requests for the Veteran.