VA Resource Navigator
Last updated
Share PrintThe VA Resource Navigator is a new tool designed by the Veterans Experience Office (VEO) and the Patient Centered Learning (PCL) National Program to help Veterans better find and use VA resources. The Navigator can help Veterans make informed decisions about their care and find the resources they need to live healthy and fulfilling lives.
Origin:
August 2023, Veterans Experience Office
Adoptions:
23 successful, 6 in-progress
Partners:
National Center for Health Promotion and Disease Prevention
Recent Updates
Overview
The problem
Veterans have questions related to their benefits and services, but VA staff may not know the answers or where to refer Veterans for help. This lack of information can leave Veterans feeling frustrated and keep them from finding the care they need. Veterans would be better empowered if staff had the ability to easily locate information related to their care.
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Veterans have questions related to their benefits and services, but VA staff may not know the answers or where to refer Veterans for help. This lack of information can leave Veterans feeling frustrated and keep them from finding the care they need. Veterans would be better empowered if staff had the ability to easily locate information related to their care.
See
more
The solution
VHA’s Patient-Centered Learning (PCL) National Program Team and Veterans Experience Office (VEO) collaborated to develop a tool that can help staff quickly and efficiently provide resources and connections to Veterans. This tool is geared towards all VA staff members who are likely to be asked for information or assistance by Veterans.
Using the Resource ... VHA’s Patient-Centered Learning (PCL) National Program Team and Veterans Experience Office (VEO) collaborated to develop a tool that can help staff quickly and efficiently provide resources and connections to Veterans. This tool is geared towards all VA staff members who are likely to be asked for information or assistance by Veterans.
Using the Resource Navigator:
You may access the tool virtually or download and print it to distribute to Veterans. Note that the Navigator cannot be ordered from the VA Depot. VEO and PCL recommend that you print out the Navigator ONLY as a color brochure.
Staff are encouraged to use the Navigator when Veterans have questions about health care services or benefits. Should these questions be beyond the scope of a staff member, the Navigator can provide Veterans with a starting point for more information. The Navigator offers information about VA health care, disability, education, housing assistance, family member benefits, careers, pensions, and burials and memorials.
When staff receives a question from a Veteran about VA care, services, or benefits, they can point out or circle with a marker the specific resource the Veteran is enquiring about. By providing Veterans with this additional guidance, staff can ensure the highest standard of care. See more
Using the Resource ... VHA’s Patient-Centered Learning (PCL) National Program Team and Veterans Experience Office (VEO) collaborated to develop a tool that can help staff quickly and efficiently provide resources and connections to Veterans. This tool is geared towards all VA staff members who are likely to be asked for information or assistance by Veterans.
Using the Resource Navigator:
You may access the tool virtually or download and print it to distribute to Veterans. Note that the Navigator cannot be ordered from the VA Depot. VEO and PCL recommend that you print out the Navigator ONLY as a color brochure.
Staff are encouraged to use the Navigator when Veterans have questions about health care services or benefits. Should these questions be beyond the scope of a staff member, the Navigator can provide Veterans with a starting point for more information. The Navigator offers information about VA health care, disability, education, housing assistance, family member benefits, careers, pensions, and burials and memorials.
When staff receives a question from a Veteran about VA care, services, or benefits, they can point out or circle with a marker the specific resource the Veteran is enquiring about. By providing Veterans with this additional guidance, staff can ensure the highest standard of care. See more
The results
VEO and PCL conducted 12 testing sessions of a low-fidelity prototype with VHA staff in 5 different roles, and after collecting data and feedback, constructed a high-fidelity prototype as well as testing guidance.
Overall, the Navigator was well received across testing sessions. Staff were enthusiastic about the resource and requested its availability as ... VEO and PCL conducted 12 testing sessions of a low-fidelity prototype with VHA staff in 5 different roles, and after collecting data and feedback, constructed a high-fidelity prototype as well as testing guidance.
Overall, the Navigator was well received across testing sessions. Staff were enthusiastic about the resource and requested its availability as soon as possible. Feedback was centered around two main themes:
Theme 1: Form
- 1.1: The tool should take many forms.
- 1.2: The tool has the right content and features, they only need refinement.
- 1.3: The tool must be approachable and accessible.
Theme 2: Logistics
- 2.1: The tool should be shared widely.
- 2.2: The tool’s owner is still unclear.
VEO and PCL then adjusted its prototype in response to these insights. After 3 months of virtual testing, a period of in-use testing began. This in-use testing was necessary to assess the practical application of the Navigator in the VA workspace. Testing was conducted at a variety of VA locations with a full spectrum of staff roles represented. These locations and roles included:
Lebanon VA Medical Center (Lebanon, PA)
- Medical Support Assistants, Patient Services Assistants, Patient Advocates, and Health Aides
Orlando VA Medical Center (Orlando, FL)
- Concierge/Ambassador, Specialty Care and check-in desk near Primary Care
National Cemetery Administration: Alabama National Cemetery (Montevallo, AL)
- All staff
Veterans Benefits Administration: Montgomery Regional Office (Montgomery, AL)
- Public Contact Unit Staff
Additionally, Veterans Health Education Coordinators (VHECs) from facilities in Albuquerque, NM, Boise, ID, San Francisco, CA, Tampa, FL, and Tucson, AZ, all assisted in testing.
VEO and PCL worked to catalogue and synthesize feedback from testing, which was grouped according to major categories of Desirability, Feasibility, Viability, and Usability. Some responses are listed below:
- “If I had it in front of me, 100% I would use it.”
- “It has a lot of great information. Multiple ways to connect to great resources.”
- “Would be a good tool for remote sites/Veterans in rural areas.”
- “It’s all here so I can quickly zero in; quick to use with QR codes.”
- “No matter your comfort level with technology, you have the information you need on one sheet of paper.”
- “The easier we can make it for Veterans to find the most accurate information and cut back on confusion, I think is a great thing.”
At the conclusion of in-use testing, the tool was published as a four-page handout. See more
Overall, the Navigator was well received across testing sessions. Staff were enthusiastic about the resource and requested its availability as ... VEO and PCL conducted 12 testing sessions of a low-fidelity prototype with VHA staff in 5 different roles, and after collecting data and feedback, constructed a high-fidelity prototype as well as testing guidance.
Overall, the Navigator was well received across testing sessions. Staff were enthusiastic about the resource and requested its availability as soon as possible. Feedback was centered around two main themes:
Theme 1: Form
- 1.1: The tool should take many forms.
- 1.2: The tool has the right content and features, they only need refinement.
- 1.3: The tool must be approachable and accessible.
Theme 2: Logistics
- 2.1: The tool should be shared widely.
- 2.2: The tool’s owner is still unclear.
VEO and PCL then adjusted its prototype in response to these insights. After 3 months of virtual testing, a period of in-use testing began. This in-use testing was necessary to assess the practical application of the Navigator in the VA workspace. Testing was conducted at a variety of VA locations with a full spectrum of staff roles represented. These locations and roles included:
Lebanon VA Medical Center (Lebanon, PA)
- Medical Support Assistants, Patient Services Assistants, Patient Advocates, and Health Aides
Orlando VA Medical Center (Orlando, FL)
- Concierge/Ambassador, Specialty Care and check-in desk near Primary Care
National Cemetery Administration: Alabama National Cemetery (Montevallo, AL)
- All staff
Veterans Benefits Administration: Montgomery Regional Office (Montgomery, AL)
- Public Contact Unit Staff
Additionally, Veterans Health Education Coordinators (VHECs) from facilities in Albuquerque, NM, Boise, ID, San Francisco, CA, Tampa, FL, and Tucson, AZ, all assisted in testing.
VEO and PCL worked to catalogue and synthesize feedback from testing, which was grouped according to major categories of Desirability, Feasibility, Viability, and Usability. Some responses are listed below:
- “If I had it in front of me, 100% I would use it.”
- “It has a lot of great information. Multiple ways to connect to great resources.”
- “Would be a good tool for remote sites/Veterans in rural areas.”
- “It’s all here so I can quickly zero in; quick to use with QR codes.”
- “No matter your comfort level with technology, you have the information you need on one sheet of paper.”
- “The easier we can make it for Veterans to find the most accurate information and cut back on confusion, I think is a great thing.”
At the conclusion of in-use testing, the tool was published as a four-page handout. See more
Diffusion tracker
Does not include Clinical Resource Hubs (CRH)
Multimedia
Images
Above:
VA Resource Navigator Handout
Implementation
Core Resources
| Resource type | Resource description |
|---|---|
PEOPLE |
|
Files
- The Navigator is directly available for access or download: VA Resource Navigator VA Resource Navigator
Optional Resources
Files
- Additionally, a VA Resource Navigator FAQ is also available for download to help you better understand how and when to use the Navigator. VA Resource Navigator FAQ
Comment
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