Building a Veteran-Centric Culture
Content
• The imperative
• Who are our Veterans and what are their unique
needs?
• Ideas and practices that help facilitate a “Veterancentric” culture and mindset
• Next steps
Veterans Health Administration
21 Veterans Integrated Service Networks
Veteran Statistics
Peak
Year
2006
FY2010
FY2011
FY2012
FY2013
FY2014
Veteran
Deaths
687,576
670,640
662,704
653,667
643,690
632,931
Living
Veterans
22.7M
22.6M
22.1M
21.7M
21.3M
20.8M
< 25% of all deaths in US are Veterans
< 4% of Veteran deaths are in VA facilities
~ 33% of Veterans are enrolled in VA
Unique Needs of Veterans
• Impact of military service on Veteran and
family
• Clinical issues
• Psychosocial issues
• Veterans benefits
Mr. Burns: Remembering Vietnam
How can we meet Veterans’ unique
needs?
• Identify patients who are Veterans
• Determine their needs
–
–
–
–
Clinical
Benefits
Bereavement
Volunteer
• Educate staff
• Work collaboratively with other providers and
across venues
7
What is “Veteran-centric”?
• Focuses on the needs, desires and treatment
of our Veterans
• Requires Veteran responsibility and
accountability
• Depends on communication, coordination
and collaboration among healthcare
providers
8
What is “Veteran-centric”?
• Focuses on the needs, desires and treatment
of Veterans
– Assessments identify
• Health issues associated with military service
• Benefits to which Veterans may be entitled
• Impact of military service on Veteran and family
members
– Goals of care honor Veterans’ preferences
9
What is “Veteran-centric”?
• Requires Veteran responsibility and
accountability
– Equips Veterans and providers with practical
health information
– Emphasizes outreach activities
– Provides Veteran and family education
– Employs Advance Care Planning and goal setting
10
What is “Veteran-centric”?
• Depends on communication, coordination
and collaboration among healthcare
providers
– Availability of patient records and health
information
– Flow of data and information among system
participants
– Clinical services and administrative processes
are coordinated
11
What can Hospices do?
• Create local, state and VISN HospiceVeteran Partnerships to build mutual trust
and respect
• Track, trend and improve quality
– Bereaved Family Survey (VA)
– Family Evaluation of Hospice Care or equivalent
(hospice)
12
What can Hospices do?
• Increase provider expertise and heighten
Veteran awareness
– Share professional educational activities to build
Veteran-specific knowledge and skills
– Educate Veterans in your communities
13
What can Hospices do?
• Identify patients who have military experience
• Improve communication and data flow among
all providers of care and services for
Veterans
• Identify and solve regional and local barriers
together
• Learn each other’s SOPs and WIIFMs
14
The WIIFM Factor
• What’s In It For Me?
• Acknowledges and respects all interest
positions and cultural differences
– Language of organization
– Rules, regulations and SOP
– Perceptions
• Provides opportunities to identify and
address misunderstandings and barriers
Moving beyond WIIFM
• WIIFU – What’s In It For Us?
• Creates a culture that includes Veterancentric activities
– Moves the focus from individual organizations to
partnership
– Moves from organizations’ needs and goals to
Veterans’ needs and goals
– Taps into a shared value of honoring our Nation’s
Veterans
16
Military History Toolkit
– Military History
Checklist and Guide
– Slide sets
• Service related
Clinical Issues
• Homelessness
• Veterans’ Benefits
– Resource and
background materials
www.WeHonorVeterans.org
Basic Information
Military Background
VA Benefits Information
Resources
Resource
Website
We Honor Veterans campaign
•Military History Checklist
•Educational materials
•Outreach resources
www.WeHonor.Veterans.org
Email: Veterans@nhpco.org
Department of Veterans Affairs
Veteran data
Veterans Health Administration locations
Veterans’ Benefits
National Cemetery Administration
National Center for PTSD
www.va.gov
www.va.gov/vetdata
www.va.gov/directory/guide
www.vba.va.gov
www.cem.va.gov
www.ptsd.va.gov