VA health care: Clinical contact center modernization could benefit from a shared schedule and additional guidance to networks : report to the Chairwoman, Subcommittee on Health, Committee on Veterans' Affairs, House of Representatives

VA health care: Clinical contact center modernization could benefit from a shared schedule and additional guidance to networks : report to the Chairwoman, Subcommittee on Health, Committee on Veterans' Affairs, House of Representatives

Collection:
Health Policy and Services Research
Alternate Title(s):
Clinical contact center modernization could benefit from a shared schedule and additional guidance to networks: report to the Chairwoman, Subcommittee on Health, Committee on Veterans' Affairs, House of Representatives
Contributor(s):
United States. Government Accountability Office, issuing body.
United States. Congress. House. Committee on Veterans' Affairs. Subcommittee on Health, issuing body.
Publication:
Washington, DC : United States Government Accountability Office, February 2022
Language(s):
English
Format:
Text
Subject(s):
Call Centers -- statistics & numerical data
Government Regulation
Quality Assurance, Health Care -- statistics & numerical data
United States
United States. Department of Veterans Affairs
Genre(s):
Technical Report
Abstract:
Why GAO did this study. Veterans reach out to VHA’s contact centers via phone, video, and chat to access needed health care services. Historically, these contact centers provided services inconsistently to veterans and operated generally under local oversight. The COVID-19 pandemic saw veterans increasingly reach out to contact centers, which highlighted a need for VHA to examine them. GAO was asked to review several aspects of clinical contact center operations and oversight. This report examines (1) VHA’s modernization planning and (2) VHA’s guidance to networks related to assessing contact centers’ performance, among other things. GAO reviewed Department of Veterans Affairs (VA) modernization documents and interviewed officials from OVAC; VA’s Office of Information and Technology; VA’s Veterans Experience Office; and six networks, selected for variation in geography and their reported progress in implementing the modernization effort. What GAO Recommends. GAO is making four recommendations, including that VHA (1) update and share a schedule for the Clinical Contact Center Modernization effort beyond December 31, 2021; and provide networks with (2) guidance identifying finalized performance metrics and targets, and (3) guidance defining networks’ performance assessment roles and responsibilities. VA concurred with GAO’s recommendations and identified actions it is taking to address them.
Copyright:
The National Library of Medicine believes this item to be in the public domain. (More information)
Extent:
1 online resource (1 PDF file (ii, 20 pages))
Illustrations:
Illustrations
NLM Unique ID:
9918434582906676 (See catalog record)
Permanent Link:
http://resource.nlm.nih.gov/9918434582906676