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A VA Staff member in blue shirt uses VR headset for Moments That Matter training

Moments That Matter: Inpatient Discharge Experience Training

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Moments That Matter Inpatient Discharge Experience is a virtual reality (VR) training experience for VA staff created by VHA Office of Healthcare Innovation and Learning (OHIL) in collaboration with Veterans Experience (VEO). This VR training is designed to inform and empower staff and improve the inpatient discharge experience for Veterans at VA Medical Centers. This “day in the life” immersive experience presents the Veteran patient’s perspective of the discharge journey to VA staff to help build empathy. It includes emotional ups and downs and highlights several “moments that matter” by incorporating VEO’s Patient Discharge Checklist, a tool clinicians and staff can use to help communicate throughout a patient’s care journey and incorporate Sit and SALUTE behaviors (Say Hello, Apologize, Listen to the Concern, Understand, Take Action to Resolve the Issue, Express Gratitude).

This innovation is replicating across multiple facilities as its impact continues to be validated. See more replicating innovations.


October 2021, Office of Healthcare Innovation and Learning and Veteran Experience Office


10 successful


Veterans Experience Office



  • 356 Pilot Participants
  • 148+ training sessions
  • 9 out of 10 survey respondents would recommend the training to a colleague
  • 93% of survey respondents remarked the training helped them experience empathy for Veterans going through the discharge process
  • 90% of survey respondents said the training will positively impact how they engage with Veterans during their discharge journey