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Clinical Contact Center (CCC) within the Orlando VISN
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Clinical Contact Center (CCC) within the Orlando VISN
Presented by:
Brandi T. Durkins, LCSW
Mental Health Triage Social Worker
Lead Mental Health POC for the CCC
Brief Overview
• Serves as a centralized hub for veterans to access healthcare services, including appointment scheduling, clinical triage, pharmacy services and accessing medical advice.
• It provides a convenient and efficient way for veterans to connect with healthcare professionals and receive the support they need
ABOUT
HISTORY
HISTORY
- Expansion of Services: a range of functions such as appointment scheduling, medication refills, and medical advice, catering to the diverse healthcare needs of veterans
- Telehealth Evolution: those with limited mobility, and those in need of specialized care. CCC emerged as part of this broader telehealth initiative
- Focus on Mental Health: CCC have increasingly become a central point of contact for accessing mental health services, including crisis intervention, counseling, therapy, and medication management
- Integration with VA facilities: CCC works in coordination with VA medical centers, clinics, and other healthcare facilities to ensure seamless care coordination and continuity for veterans accessing services through telehealth and remote channels
- Continuous Improvements: the VA as a whole continues to invest in and refine its telehealth capabilities within the CCC, to enhance access, quality, and efficiency of care for veterans across the country
Timeline
Why did the GAO Complete this Study?
The Veterans Health Administration (VHA) initiated the Clinical Contact Center Modernization effort in May 2020.
- Historically, these contact centers provided services inconsistently to veterans and operated generally under local oversight. The COVID-19 pandemic saw veterans increasingly reach out to contact centers, which highlighted a need for VHA to examine them.
- Asked to review several aspects of clinical contact center operations and oversight. This report examines (1) VHA's modernization planning and (2) VHA's guidance to networks related to assessing contact centers' performance, among other things.
Timeline
Through the effort, VHA aims to improve veterans' access to virtual care and standardize operations of clinical contact centers (contact centers), such as services offered, staffing, training, and how performance is assessed.
So a study was completed by the U.S. Government Accountability Office (GAO).
VHA's Office of Veterans Access to Care (OVAC) has taken several steps in planning for the modernization effort.
One of these steps includes setting a milestone of December 31, 2021, for each of its Veterans Integrated Service Networks to establish a contact center that provides four core services
Core Services That Veterans Integrated Service Networks Are Expected to Offer by December 31, 2021, as Part of VHA's Clinical Contact Center Modernization Effort
Services Provided
SERVICES & SUPPORT
The CCC offers various services related to mental health support for veterans:
- Mental health assessments: veterans can undergo assessments to evaluate their mental health status & needs
- Crisis intervention: CCC provides immediate assistance and support for veterans experiencing mental health crises
- Appointment scheduling: veterans can schedule appointments with mental health professionals for counseling, therapy or medication management
- Telehealth services: CCC offers telehealth options, allowing veterans to access mental health services remotely via phone or video conferencing
- Medication refills: veterans can request refills for their psychiatric medications through the CCC
- Resource referrals: CCC can provide information and referrals to additional mental health resources and support services available within the VA system or in community
Connecting Veterans to Care
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Visit the official website of the Orlando VA Medical Center or by contacting the VA’s general information hotline at (1-800-827-1000)
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Request to provider regarding veteran's presentig problem.
3
Triaged by HAS & Nurse to assess veterans current needs
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Veteran is then informed of next available appointment with mental health provider.
5
Veteran is successfully scheduled via telephone, video or face-to-face with provider.
Importance of following the Chain of Command & Structured Protocol/Procedures
PERSONAL & PROFESSIONAL BOUNDARIES
- Maintaining Organizational Structure: helps maintain hierarchical structure and order; ensuring that roles & responsibilities & decision-making authority are clearly defined & respected
- Ensuring Consistency: ensures consistency in how tasks are assigned, executed, and monitored; promoting efficiency and adherence to established protocols and procedures
- Respecting Authority: reinforce respect for authority and accountability, with each team member understanding their role and limitations within the organization’s framework
- Promoting Collaboration: facilitates collaboration and communication among team members, as everyone understands their respective areas of expertise and when to defer to others in the chain of command
- Mitigating Risks: reduces the risk of errors, conflicts, and misunderstandings, by providing clear guidelines for how tasks should be performed, reviewed, & escalated as necessary
Setting boundaries are crucial for all providers, even those serving within the CCC .
Helps in maintaining professionalism.
Allows me to properly manage expectations
Promotes Empowerment
The Orlando VISN serves veterans across multiple counties in central Florida.
While specific counties within the Orlando VISN can vary, they generally include counties such as:
- Orange
- Seminole
- Osceola
- Brevard
- Lake
- Volusia
COUNTIES SERVED
References
- Office, U. S. G. A. (n.d.). VA Health Care: Clinical Contact Center Modernization Could Benefit from a Shared Schedule and Additional Guidance to Networks | U.S. GAO. Www.gao.gov. Retrieved March 5, 2024, from https://www.gao.gov/products/gao-22-104620
- Walter, L., George, F., West, R., Florida, P., Bay, A., Bay, W., Whitewater, C., St, B., Bay J A C K S O N C, J., Atkinson Bacon Baker, A., Hill, B., Bibb, B., Brantley, B., Bryan, B., Calhoun, B., Washington, W., Webster, W., Wilcox Wilkinson, W., Broward, W., & Pines, P. (n.d.). Lake Okeechobee • Sebring •Cape Coral • Naples • West Palm Beach VA Caribbean Region Caribbean Sea N S E W • Miami. Retrieved March 5, 2024, from https://www.visn8.va.gov/VISN8/news/documents/V-508CLEAN_VISN8_WallMap.pdf