VA Taps Veteran Voices to Shape Care Through Innovative Design Project

“I appreciate the facility. It’s clean, welcoming, and the professionalism in the design is evident,” Williams stated.

Williams added, “This is the heartbeat — it’s like the military after the military. I believe I deserve this level of care, and I’m willing to buy my own plane ticket, travel here, stay a week, and get everything done before heading back home.”

Williams was one of several Veterans who spoke with the Veterans Experience Office (VEO) during a three-day “Design Pop-Up” at the Orlando VA last week. This initiative engaged over 150 Veterans and Caregivers to share their insights on two research topics focused on enhancing care: helping Veterans better prepare for primary care appointments and understanding why Veterans choose community emergency rooms and/or VA Emergency Departments.

For Russell Crandlemire, who served in the Navy from 1987 to 1993, the listening session was a welcome chance to be heard.

“I hope what we talked about was usable,” Crandlemire said. 

Cradlemire went on to say, “At events like this, it’s common to encounter a lot of nonsense, but we made some solid points. Engaging in dialogue with fellow Veterans allows you to recognize shared experiences, enabling us to find solutions together.” 

Crandlemire shared that one of his hopes is that VA providers spend more time focused on patients during visits.

The project is being led by Claudia Morales and Mary Mangrum with the Veterans Experience Office in Washington, D.C. 

Claudia mentioned that the team is using the Orlando stop to gather insights directly from Veterans.

“One of our projects is focused on emergency care — we want to know what factors Veterans consider when deciding to go to a VA emergency room or a community hospital,” Morales stated.

Morales elaborated, “The other project looks at primary care. We are exploring ways to better prepare Veterans before their appointment, enabling them to effectively communicate their priorities and receive the necessary care.”

Morales stated that the team is collecting feedback on tools like the “Ask Me Three” video and a pre-visit checklist to see how they aid Veterans in improving communication with their Primary Care Providers (PCP).

She added that so far, feedback about the Orlando VA’s emergency department has been overwhelmingly positive, with Veterans citing short wait times and respectful staff.

For Veterans like Williams, who makes the journey from the Caribbean, and Crandlemire, who recently made Orlando his primary VA facility, the project reflects an important step toward making VA care more accessible, personal, and responsive.

“I think it’s a good thing,” Crandlemire said. “But it has to spark interest, especially for older Veterans. We need to be proactive for our own health, but programs like this can help.”

Williams agreed.

“You’d be surprised how many Veterans drive by this facility and never step inside,” he said. “If they do, they’ll see — this is first class.”

About the Orlando VA Healthcare System: Established in 2006, the Orlando VA Healthcare System is one of the leading healthcare systems serving more than 142,000 Veterans in the VA Sunshine Health Care Network offering healthcare services at 11 locations serving east central Florida. Recently recognized by the Centers for Medicare & Medicaid Services, the healthcare system received 5 out of 5 stars in overall hospital quality. The healthcare system has also been given 5-star recognition for patient experience by Becker’s Hospital Review and was awarded the 2024 Patient Safety Program of Excellence designation from the Veterans Health Administration’s National Center for Patient Safety.

To learn more about the facilities and services offered by the OVAHCS, please visit: VA Orlando Health Care | Veterans Affairs, subscribe to receive email updates by clicking here, like us on Facebook at: Orlando VA Healthcare System | Facebook, follow us on Instagram at: Orlando VA Healthcare System (@ovahcs) • Instagram photos and videos or on Twitter at: @OVAHCS / Twitter. 

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