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OSM - Custom Reschedule Message for Travel #54976

Open jwowk opened 1 year ago

jwowk commented 1 year ago

BLUF:

With Open Slot Management (OSM), Veterans can opt in to receiving an earlier appointment when a slot becomes available. When this happens the system will automatically schedule them into the slot. The concern is that those who has scheduled transportation for the prior appointment may not know to contact their local facility to rearrange their travel.

RESOLVE:

To assist in resolution, we are proposing a VEText message be added to those who are successfully moved to an earlier appoint to rearrange their travel. This will be two parts. One that will assist those in getting transportation and not missing their appoint (customer experience) and the second part of education as there are some Veterans who may be interested in education and validating travel eligibility.

PROPOSED ADDITIONAL MESSAGE:

“Thank you for opting into receiving an earlier appointment. If you have already scheduled VA Transportation, please contact your local Travel Office to rearrange your transportation for the new appointment date”.

What Tampa will do for this pilot is:

• Collect data on who and how many people have rearranged transportation due to OSM • Collect data on those who asked about transportation/travel due to OSM • Collect data on those who were found to be eligible for transportation/travel due to OSM • Collect all data over a 30 day period • VISN Leadership will review after and determine if the success was met and next steps to add to all of VISN 8

jwowk commented 1 year ago

Request submitted to IVC for approval. Provided feedback and waiting for determination.