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What digital tools do you use (or want) to improve your Veteran experience?
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RallySweeps
Department of Veterans Affairs (VA)
Technology
Health
Wellness
Responses: 514
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I use all VA tools on government website and mobile app. I feel the VA should be considering Chat GPT to assist disabled veterans through the claim process and to help navigate and discover the benefits linked to their needs.
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It might be helpful to have a virtual training and education platform that could provide courses or classes in areas such as vocational training, entrepreneurship, health, fitness, understanding veteran benefits, etc. Sort of like a Udemy for Veterans.
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Leverage Generative AI to better enable Veterans to be guided to services that can support their needs.
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PO2 Richard Muller
Excellent point, Sgt. Metheny -- a centralized portal (no need to visit multiple URLs/URIs for multiple services and authenticate multiple times) could leverage AI, machine learning, and natural language processing capabilities to offer predictive analytics, intelligent recommendations, and personalized guidance across the full range of services, including navigating across different departments, prescription refills, anticipatory prompts for upcoming appointments with ability to proactively schedule, (or cancel & reschedule with 1 transaction), enhanced outplacement services including AI resume creation and transposing MOS and training (from resume and/or DD-214) into private sector skillset descriptions, and the ability to remember nuanced preferences and behavior across all supported areas. Also proactive alerts for any changes to status or state for any services you are actually enrolled in or eligible for. In addition, the ability to provide intelligent (not scripted) answers to common questions via a secure portal for communication with key service areas (not just healthcare providers via MyHealthEVet) could significantly improve the timeliness and quality of service delivery to vets. In addition, this system could also provide a secure space to upload, store, and access personal documents, which could significantly expedite the claims filing process. The goal would be to have a centralized, intuitive digital ecosystem, combining both push and pull delivery methods, that caters to the diverse needs of veterans, providing a seamless, end-to-end VA service experience.
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My only, and very important, dealing with the VA is in Audiology. Having lost most of my hearing capability, without having hearing aids, communication is very difficult. I really like to use email and Chat when communicating with almost anyone as using a phone can be difficult in understanding what the other person is saying to me. I would like to see the Audiology department set up with an email and/or chat to the Customer Service Reps.
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SPC Mark Kernica
There is a free app called Innocaption that transcribes calls like closed captioning.
Big problem with the VHA is getting them to even email or text veterans that are deaf or hardofhearing
Big problem with the VHA is getting them to even email or text veterans that are deaf or hardofhearing
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MSgt Paul Crabb
I downloaded and tested the App and it is awesome. I really like the call-forwarding ability and also the private number that is assigned. Thank you Mark for your input and recommendation.
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I use LinkedIn and other job search engines. I would like to see more local listings for job fairs in my area.
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The digital tools are monoliths and not easy to use. I would prefer to have the option of both digital and a human component. The VA (speaking in generalities here) reduces veterans to a number and does not give any one to get comfortable with changes, if we do then they remove them and go to another system. The digital kiosk comes to mind. That thing would check you in and then tell you where to go if you were in the wrong place. Now we have to wait in line like cattle and be disrespected when we get to the counter and are told we aren’t suppose to be there
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I would like to see more links in how to apply for different benefits or some tools on doing different careers. Maybe some digital schooling on how to invest in the stock market or local vendors on how too guides. Maybe a way to put your name out there and people can contact you on your hobbies and it will be another way to help other veterans out. For some of us, like myself, I don’t like facebook or want a facebook account but that doesn’t mean I don’t like a social media platform. I mean look I’m responding to this question. If I didn’t like social media I wouldn’t be answering this post. Also some more ways to connect the older veterans with the younger veterans by mixing in some technology with some good ol elbow grease. I’m sure we can find a way to let technology do it’s thing but have the hands on experience to get it started
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The only tool I know of is Myhealthy Vet to send messages to your provider and reorder prescriptions. Outside of that the VA still have a long way to go to improve the veterans experience. Trying to get appointments to been seen is very challenging. When you have an issue that need urgent care it takes weeks to see a PCP and coordinate to see a specialist. I typically go to an outside provider and specialist our see me immediately. outside Urgent Care and Emergency Room visit I hope the VA will come up with a plan to cover these services and communicate to the veterans how to use these outside services. Finally, Care in the Community is broken at some facilities with thousands of veterans either delayed or become lost in the process. I know staffing is working hard but the process is not working for a large majority of veterans. VA doctors are sending more and more veterans to the community and care is being greatly delayed. Overall my personal experience has been mixed. Some good some bad. I find when a department have have well defined processes and communicate them clearly to staff and veterans the veterans experience is much better. On the other hand when processes are not defined and communicated well veterans feel they get the run around and end up in the Patient Advocate office trying to get some assistance on what they medically need. When this happens it boggs down multiple VA staff to respond to the veterans concerns. These concerns number in the thousands each year, image the man hours that can be saved and used for other veterans care.
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There should be a program similar to the Affordability Connectivity Program (ACP) specifically for Veterans. I have discovered after going through some financial troubles that there are plenty of assistance programs for veterans. Had I had that information a long time ago, I could have avoided a lot of pain and struggles. Digital access to information is extremely important these days. Especially for veterans. So if was is a program that offers free tablets and smartphones automatically to veterans, many situations could be avoided.
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