Department of Veterans Affairs (VA) Secretary Robert McDonald recently sent a message to all VA employees describing the changes that are in motion to reorganize and improve the care provided to veterans.
The changes include establishing a new VA-wide customer service organization that will drive VA culture and practices to understand and respond to the expectations of veterans and ensure that they receive top-level customer service and establishing a single regional framework that will simplify internal and external coordination. Officials will also create a national network of Community Veteran Advisory Councils to coordinate delivery of services with local, state, and community partners, and they will identify ways that organizations across the VA may leverage the same support services, with the goal of improving efficiency, reducing costs, and increasing productivity.
Hampton T. Changes in Store for the Department of Veterans Affairs. JAMA. 2014;312(24):2608. doi:10.1001/jama.2014.16777