Service Design for Government
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An aerial view of a Veterans Affairs hospital
Client: Veterans Health Administration Office of Patient Advocacy

Why. The mission of the Veterans Health Administration (VHA) Office of Patient Advocacy (OPA) is to honor America’s veterans through the delivery of world class advocacy services to advance and influence veterans’ health care. One way OPA is achieving this mission is through their “Patient Advocacy is Everyone’s Responsibly” cultural transformation. For this transformation to be effective, OPA needed to develop and distribute strategic, intentional materials and training to the VHA workforce.

What. Technical Assent is helping OPA build an organizational training brand around their cultural transformation vision. As part of this effort, we are developing and conducting an annual training program curriculum for OPA staff, from service line liaisons to executive leaders in patient advocacy. Our training materials will increase trainees’ understanding of patient advocacy, the role of patient advocates in VHA, service recovery, patients’ rights and responsibilities, patient experience process improvement, data analysis, and VHA’s veteran-centered complaint resolution process.