Support for service modalities

[mmiddaugh]

Support expanded list of service modalities

Value to Veterans

Making Veterans and beneficiaries aware of their options for where and how to receive a given service will help them make the best choice for their need.

Description

VA facilities often have options for the way a Veteran or beneficiary can receive all or some of their services, such as in-person, by phone, virtually, at non-traditional "facilities" (i.e., mobile unit or community location), or even in their own homes.

Current functionality

• The ability to add multiple service locations for a given service (i.e. Laboratory) has been available for VAMC editors. With the most recent Regional office iteration, we enabled the ability to indicate some of these options at a service delivery location level.
• Telehealth is listed as a service in the VA service taxonomy but is likely actually a modality by which many services can be provided, rather than a service itself.

For consideration

Home Based Primary Care

- There are two parts to this: Home Based Primary Care as a clinical package of services and Home-based care as a modality by which services can be offered, similar to Telehealth. - Home Based Primary Care is its own thing - a clinical package of services for Veterans who have complex health care needs for whom routine clinic-based care is not effective. - The program is for Veterans who need team based in-home support for ongoing diseases and illnesses that affect their health and daily activities. Veterans usually have difficulty making and keeping clinic visits because of the severity of their illness and are often homebound, but that is not required. - Home Based Primary Care is part of the VHA Standard Medical Benefits Package, -> all enrolled Veterans are eligible IF they meet the clinical need for the service and it is available. - Services available in HBPC include: - Primary care visits at home by a physician, nurse practitioner or physician's assistant - Care management through a nurse practitioner, physician's assistant, or nurse - Social Work - Rehabilitation - Psychology - Nutrition - Pharmacy

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Services provided in the home

- A variety of clinical services might be provided in a Veteran's home, similar to mobile or telehealth - i.e., cancer treatments - see [Close to Me _(requires network connection)_](https://dvagov.sharepoint.com/sites/vhanto/SitePages/About%20Close%20to%20Me.aspx)

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Services provided in the community

- VHA Mobile Clinic - Mobile Vet Center - ATLAS telehealth (#17717) - Hematology/oncology alternative access sites (#16978) - Community care - Vet Center CAPs

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Types of appointment modalities

(from conversation with Misty Milliron-Grant, Content Designer, VA Health and Benefits mobile app) - VA in-person - VA phone - Video appointments - Video at VA location - Video at home - Video at ATLAS location - Video with GFE - Claim exams - Community care

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OCTO-DE

Business stakeholder - VHA OCTO owner - Michelle Middaugh Is request tracked to an event or Congressional deadline? - No

Details

Who is the primary user?

• Veterans and beneficiaries
• Facility Drupal editors

What are the user goals for the project/page/product?

• Veterans and beneficiaries understand their options for ways to receive services, the services for which these options are available, and how to access them.
• Modality information is presented to Veterans and beneficiaries in an intuitive way from contextually relevant points in their digital experience.
• Facility Drupal editors have a clear and efficient way to include modality information for the services they provide.

What is the business goal?

• Increase Veteran and beneficiary access to services and use of available modalities

How does this map to our North Star?

• Improved CSAT scores
• Increased user satisfaction
• Increased number of interactions powered by our Platforms

How will we measure success? Possible OKRs:

• Improved CSAT scores
• Increased user satisfaction
• Number of modalities available in Drupal

How well do we understand the problem?

• The distinction between service and modality isn't entirely clear in some areas. We will need to do discovery and build consensus among stakeholders.
• Research will be needed to understand how Veterans learn about these options today and how best to support their discovery. Are they likely to search for this service using the Facility Locator?

*What is OCTO's role in this work?

• enabling PAOs and web editors to indicate the ways a service can be delivered
• making modalities discoverable on facility pages and/or the Facility Locator

[mmiddaugh]

May connect to [CONSIDER] Connection between VAMC and ATLAS and VHRC Finder #17463

[mmiddaugh]

Update 6.7.2024

• Adjacent work progressing but this is generally still on hold

[mmiddaugh]

Update 8.8.2024 no change