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Carlos R. Herrera
University of Phoenix
This document presents the change process communication plan for the Department of
Veterans Affairs (VA) Online Appointment Scheduling Program. The plan is based on the
Learning Team C presentation, observations, and understanding of VA's goals. The plan
recommends the use of an online scheduling system that meets the medical needs of veterans and
provides them with timely medical care, and to meet the following VA goals and objectives.
Provide staff members with tools that allows them to quickly access patient
patients.
The plan serves as a roadmap for VA change leaders for spreading the information on the
change in a cost-effective and efficient manner. The approach for the dissemination of the plan to
Resources the plan leverages all VA resources to communicate and deliver the
partners and Non-Governmental Organizations (NGOs) that plan and carry out
CHANGE PROCESS COMMUNICATION PLAN 3
programs on behalf of veterans to share the message and inform veterans of the
plan.
Measurable the results and impact of the various elements and changes must be
The following table (Table 1. Change Process Communication Plan), outlines the plan for
According to Kime (2016, para.1), "Military veterans continue to wait several weeks for
medical care." By providing veterans with an alternative to visiting clinics or to making phone
calls to schedule an appointment, the communication plan outlines the instructions for personal
to assess the need and implement the changes to offer patients with a mechanism for online
scheduling of appointments.
Target Audience
The Department of Veterans Affairs estimates that the number of veterans enrolled in the
VA Health Care System exceeds the 8.97 million patients, according to their Fiscal Year 2015
statistics (VA, 2017). Of those patients, the average age of 46% of those enrolled is 65 years old.
These numbers are just a few of the available statistics that describe the magnitude of the need
The rising costs of health care and the need for Care and Non-care providers requires that
the community and NGOs partner with VA to help veterans, by providing information and
assistance to receive services. The proposed change plan for online appointments requires that
VA Staff becomes trained in the use of the new online system and that in turn, they share that
training with others while providing patients with information and assistance to book their
appointments. The plan relies on the use of NGO and other VA assistance organizations to assist
The distribution of the plan and all elements and information will be conducted using a
comprehensive media campaign that includes flyers, online sites and blogs, emails and regular
CHANGE PROCESS COMMUNICATION PLAN 5
During the planning stages the communication will be quarterly, and once the plan is in
place, the e-sites and blogs will continuously stay current with up-to-date information on the plan
and its implementation, as well as information for patients on how to make the appointments.
Once the plan is in place patients will take part in a survey to evaluate the plan in its
entirety to suggest any modifications or need for additional changes. The evaluation process will
continue, with quarterly assessments during the first year, and yearly after that.
CHANGE PROCESS COMMUNICATION PLAN 6
References
Kime, P. (2016, April). Despite what the VA says, veterans still wait weeks to see a doctor.
appointment-problems-continue-plague-va/83247080/
VA. (2017, May). National center for veterans analysis and statistics. Retrieved from
https://www.va.gov/vetdata/