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Clarify unreimbursed medical and care expenses (H) #79214

Open buddhima-coforma opened 7 months ago

buddhima-coforma commented 7 months ago

Background

Link to usability study

Entering unreimbursed co-payments for medication and doctor visits under unreimbursed expenses is not intuitive, a lengthy process, and participants found their responses did not clearly align with the choices on the form (e.g. date of payment, frequency). Participants were estimating dates and costs.

Several participants (Pilot 2, P1,P5,P13,P15) tried to enter co-payments for medication and/or medical appointments under ‘Unreimbursed care expenses’ or ‘Medical and other unreimbursed expenses’ which according to VBA representatives are not retroactively reimbursed, not considered recurring, and in many cases are not eligible for reimbursement.

P5: When entering co-payments stated "Yeah this is just kinda a pain in the butt. What difference does it make? I go to the doctor and I have a copay so am I supposed to report every doctor's visit and every copay? It seems like a lot of information and who receives it?"

P15: The date and time frame for medication causes pause and confusion and she notes “ It's not a nice neat once a month it is $12." Her prescription is every 3 months, so the options of frequency do not apply. "I don't know if I would add another reimbursed expense - I'd be too frustrated"

Additional Info from May 2024 VSR Shadowing: VSR see Veterans with an earlier ITF and 6-9 mth lag time after ITF that they complete application. When a Veteran is adding medical expenses, they are asked to enter “Date Costs Paid” and then to choose monthly, annually, or one-time. Veterans are frequently entering a current date, not the earlier date that aligns with their ITF. Because they enter a current date, VSRs have to go by that date not the date of their ITF when considering medical expenses to reimburse. Veterans often note the most recent date of the cost paid on this section of the form, when ideally they would use the date that’s closest to when their ITF started. Months of medical payments are not being included or reimbursed to the Veteran.

To do

AC

Allexelaw commented 6 months ago

Draft language for consideration (review all content w/ VA content style guide) Clarifying Timing of Expenses When to Report Expenses:

For First-Time Applicants:

Importance of Accuracy:

Reporting Your Medical Expenses What to Report:

Coverage Period: When to Report: Tell us about expenses during specific times:

Recurring vs. One-Time Expenses:

Eligibility and Deductions: Higher Benefit Rates: Reporting medical expenses might qualify you for higher benefit rates.

What Not to Include:

Additional Guidance: Documentation: Keep receipts or documents for at least three years in case we need to verify. Receiving Reimbursements: Tell us if you get reimbursed after filing your claim. Questions? Need Help? Contact us for assistance or clarification on specific expenses. We’ve simplified the process to help you accurately report your medical expenses and access the benefits you deserve.