[CONSIDER] Iterate on Service Options / Modalities MVP

User Stories

AS A Veteran, service member or caregiver I NEED to understand my options for receiving a particular service SO THAT I can choose the option that works best for me

AS AN editor of Facilities and Services in the Drupal CMS I NEED to have options in Drupal that match the reality of how my service is offered SO THAT I can ensure that Veterans are receiving accurate information

Background

The Service Options / Service Modalities MVP was developed as part of the VBA Regional Office Pilot MVP and rolled out to VAMCs as part of VBA/VAMC Service Location Enhancements

The MVP accounts for two service options/modalities, each with multiple possible settings.

Office Visits

Veterans travel to a physical location to receive services

Drupal selection	FE Display
Office visits - NULL	[No display]
Office visits - No	[No display]
Office visits - Yes, by appointment only	🏢 Visit our office, by appointment only
Office visits - Yes, walk-in visits only	🏢 Visit our office, walk-in visits only
Office visits - Yes, with or without an appointment	🏢 Visit our office, with or without an appointment

Virtual Support

Drupal selection	FE Display
Virtual support - NULL	[No display]
Virtual support - No	[No display]
Virtual support - Yes, by appointment only	🗓️ Virtual visits by appointment only
Virtual support - Yes, Veterans can call at their convenience	📞 Call at your convenience
Virtual support - Virtual visits may be available	🗓️ Virtual visits may be available

Other modalities to consider adding / hardening in future iteration

Home-based care
- Service provider travels to the user's location
Mobile units
- Veterans travel to a physical location, but that location itself can relocate
Physical place, virtual service
- Veterans travel to a physical location (which might be a mobile unit or brick and mortar building) but the service provider is virtual
Community-based care
- Service takes place in a community-based location (not a VA operated facility)
Online self service
- A lot of VA.gov exists to facilitate self-service, but we aren't necessarily creating an official hardened content link from the Service to the relevant online form. VBA services have a step in this direction.
Submit by mail
Submit by Fax (for NCA)

Other considerations

Is there any chance that the hours of availability, address, or method for scheduling is different for one modality vs another, (i.e. availability in office only on certain days while staff is available every day by phone)?
Once editors start using Office Visits and Virtual Support and Veterans are seeing them, how do we gauge their success and evaluate requests for new options under these categories?
For MVP we are not using this on VAMC Facility Non-Clinical Services. Is that true in the long run?
MVP includes VAMCs and VBA, what would extending this to Vet Centers and NCA look like?
How does this connect to the Benefit Content model/taxonomy for Public Websites?
How does this information roll up into Lighthouse API?
How do Service Options inform future iterations of the Facility Locator? (e.g. search filters)

Use case

VAMC editor suggestion (Jira VAHELP-6522): "Another recommendation to improve the health services page Health Services | VA Greater Los Angeles Health Care | Veterans Affairs, is if we could edit “Available at these locations” or categorize the locations listed as “Available at these locations” so we can specify what kind of services are available such as in-person or in-person treatment, virtual, phone-based (like a hotline or someone available for questions) and telehealth services. I’ve had clinicians say the general “Available at these locations” can be a bit misleading, if there is no physical footprint there." Thank you again for your time and assistance and all you do for our Veterans.
Warmly, Lauren Bolanos VA Greater Los Angeles

department-of-veterans-affairs / va.gov-cms