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Red Coat Ambassador Program
Share PrintThis initiative responds to the Voice of the Veteran by providing a personal positive first impression and standardized VA experience of assistance with navigation, information, and a general culture of care, giving Veterans Service Organizations a significant role with volunteers and employees to personally assist customers at the facility’s main entrances.
Origin:
August 2017, Veterans Experience Office
Adoptions:
108 successful, 24 in-progress
Recent Updates
Overview
Problem
The Red Coat Ambassador program is currently used widely in VHA and can be easily adopted by other VA organizations. It responds to Veteran identified concerns regarding being treated with courtesy and respect and way-finding assistance in VA Health Care facilities.
Images
Red Coat Ambassador Program
Solution
In response, the VA PX Office developed the Red Coat Ambassador program to provide a personal and positive first impression when a Veteran, family member, caregiver, or survivor enters a VA facility. Red Coat Ambassadors offer a compassionate, standardized VA experience by immediately welcoming the Veteran and assisting them with navigation and helpful infor
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In response, the VA PX Office developed the Red Coat Ambassador program to provide a personal and positive first impression when a Veteran, family member, caregiver, or survivor enters a VA facility. Red Coat Ambassadors offer a compassionate, standardized VA experience by immediately welcoming the Veteran and assisting them with navigation and helpful information. Focusing on the first interaction with the Veteran ensures a culture of care and excellence as we connect, understand needs, and guide them with their next steps. The Red Coat Ambassador program also provides an opportunity for VA employees to partner with local Veterans Service Organizations (VSOs) and other volunteer organizations to assist Veterans, family members, caregivers, and survivors at the main entrances of VA facilities. Additionally, the Red Coat Ambassador Program offers service recovery opportunities before the Veteran leaves the facility. Should the Veteran have issues or concerns about the care received during their visit, the Red Coat Ambassador will actively work to resolve the issue before the Veteran leaves the facility for the day.
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Results
To date, 135 VA healthcare facilities have Red Coat Ambassador programs in place or are scheduled to re-implement the program in FY25. Red Coat Ambassadors reduce patient anxiety by promoting a welcoming environment and providing Veterans with navigation assistance inside the facilities. As a result of their efforts, VHA is better able to ensure a positive o
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To date, 135 VA healthcare facilities have Red Coat Ambassador programs in place or are scheduled to re-implement the program in FY25. Red Coat Ambassadors reduce patient anxiety by promoting a welcoming environment and providing Veterans with navigation assistance inside the facilities. As a result of their efforts, VHA is better able to ensure a positive overall experience for the Veterans, their families, caregivers, and survivors.
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Metrics
- As of the FY25 Q1 PX Environmental Scan Results, 85.6% of VA Healthcare Systems have implemented the Red Coat Ambassador Program.
Diffusion tracker
Does not include Clinical Resource Hubs (CRH)
Multimedia
Videos
How RCA makes it easie for Veterans
Implementation
Timeline
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Week #1
Set up and Implementation Team -
Week #2
Develop a staffing plan -
Week #3
Leadership Endorsement Campaign -
Week #4
Launch the program -
Week #5
Monitor the Program
Core Resources
| Resource type | Resource description |
|---|---|
PEOPLE |
|
Links
- The Red Coat Ambassador (RCA) program is a standardized Veteran “navigator” initiative within VHA that seeks to standardize assistance with medical center navigation, information, and a culture of care. Red Coat Ambassador Toolkit
Optional Resources
Links
- 11/29/21-Patient Ambassador Day Promotional Video Durham VA Red Coat Ambassadors
Risks and mitigations
| Risk | Mitigation |
|---|---|
| Staffing - lack of volunteers | Supplemeting with employees willing to rotate through |
| Staffing - lack of budget for staffed positions | Supplement with employee volunteers |
| Too many touch points to staff | Staff in high volume/traffic areas |
Contact
Comment
Comments and replies are disabled for retired innovations and non-VA users.
Email vapx@va.gov with questions about this innovation.
About
Origin story
This program addresses the second Moment that Matters most to Veterans in their outpatient journey: Navigation throughout the Facility.
Original team
Patient Experience Team
Steven Wintch
Patient Experience (PX) Coach
Toolkit moved from VA Pulse to SPO at this location: https://dvagov.sharepoint.com/sites/vha-patient-experience/PX_Toolkits/Red_Coat_Ambassadors/default.aspx