VA Breakout Session: Providing the Best Customer Experience for the Veteran

Enabling better care delivery through data, human centered design and interoperability are at the heart of the Department of Veterans Affairs’ efforts to provide the best customer experience for Veterans. Data interoperability is essential for the VA to effectively implement solutions such as the joint federal electronic health record and making faster, more accurate decisions to improve patient care. Making data interoperable requires a modernization approach that considers both technology and people’s needs. Improving the customer experience is a top priority for the VA. To that end, the department has been using human-centered design to inform many of their customer experience decisions, such as improving the digital experience for its customers using the VA website and mobile app. VA leaders are striving to create an integrated VA where strategy and resources are aligned to improve outcomes for Veterans, their family members, caregivers, and survivors.

Join this session to hear VA leaders discuss how healthcare interoperability is a mechanism to deliver a seamless Veteran experience, as well as the extent to which different IT systems communicate, exchange data, and enable stakeholders to use the information processed from that data for better health outcomes.