Community Urgent Care
The Problem.
The organization wanted to understand the experience of veterans using a new benefit to access urgent care centers in their local communities. Given the complexity that could come from accessing health services outside of the organization’s main health facilities, the organization was specifically interested in any issues related to access, copayments, and overall awareness of this benefit.
The Process.
I led a three-person team focused on studying the usage of this urgent care benefit. Our team conducted remote interviews with 29 veterans who have used the benefit since its recent rollout. Our interviews focused on their awareness of the benefit, access, use, prescriptions, and copayments. We synthesized the resulting data and developed a journey map to highlight where veterans are facing challenges and where aspects of the benefit are working well.
