va.gov - Enterprise Notifications

Department of Veterans Affairs

Challenge

Veterans often find it difficult to coordinate multiple healthcare appointments at the same time. To address this, the new system provides appointment reminders, centralized scheduling, and real-time updates, which significantly assists the Veterans Health Administration (VHA) in reducing the total number of missed medical visits nationwide.

Role

The So Company, under prime Contractor Oddball.io, works closely with the VA Product Team of VEText and AVS (After Visit Summary) to transform Veteran communication through the VAEN platform, which delivers millions of notifications monthly through SMS, email, and push notifications.

What we did

The So Company :

Provided Reliability Engineering and Help Desk Support for the VAEN Platform, aiming for a

30 -40%

increase in appointment attendance rates at VA facilities via its VEText service.

Impact

Since 2018, the VEText Program has sent over 340 million text messages to over 8.7 million Veterans. VEText Product team has worked to improved VA healthcare delivery by reducing no-show rates, enabling more patient digital solutions, decreasing phone inquiries about prescription shipments, and eliminating the need for manual staff intervention through automated scheduling systems.

Below are some milestones from our 2022 Reporting:

58.91K

Open Slot Management

Rescheduled Appointments

BVA Appeal Hearing Reminders

71.26K

I Am Here (IMH)

1.25M

Veteran Check-Ins

COVID-19

36.12K

Direct Scheduling Solution

Vaccine Appointments Scheduled

(Pharmacy Shipment)

343.33K

Notifications

Rx Notifications

Multichannel Communication: VA Notify delivers timely notifications through SMS, email, and push notifications, meeting Veterans where they are digitally.
Clinical Workflow Enhancement: VEText integrates with VA's electronic health records (VistA and Oracle Health) to improve appointment scheduling, reduce no-shows, and enhance care coordination.
Veteran Experience Focus: The system enhances Veterans' digital experience through real-time updates on healthcare appointments, form submissions, and other VA interactions.

References: www.va.gov/resources/vetext-for-va-health-care-reminders-and-updates/