“… At the heart of this Modernization journey are the Veterans. Together, VA employees and partners are enabling Veterans to more easily access the high-quality care and benefits they have earned. In addition to measuring trust, the Veterans Experience Office also spearheads Patient Experience tools and national initiatives to build the trust of our nation’s Veterans, including:
Own the Moment (OTM)
OTM training empowers VA employees to deliver a positive customer service experience by connecting emotionally with Veterans, to deliver the best experience for Veterans and their families. More than 86,000 VA employees have completed the OTM customer experience workshop.
Red Coat Ambassador Program
The Red Coat Ambassador program outfits volunteers and employees with recognizable red coats or vests to greet and assist Veterans and caregivers when they enter a medical center. The Red Coat Ambassador program is in nearly all VA Medical Centers.
VA Welcome Kit (VAWK)
The VA Welcome Kit is a navigation aid to assist Veterans, family members, caregivers and survivors to access benefits and services they’ve earned. The welcome kit is a handy reference for Veterans to turn to throughout their life. It offers tips on how to use VA benefits and services, whether they want to go to school, get a job, buy a house, get health care, retire, or make plans for their care as they age…” Read the full post here.
Source: Veterans Experience Office uses customer feedback to build trust in VA – February 11, 2020. VA.gov.
