Geriatrics
The Problem.
The organization’s geriatrics department provides a wide variety of services supporting high-need, high-risk (HNHR) veterans and their caregivers. However, HNHR veterans are often not identified early and do not receive timely referrals to geriatric programs and services.
The Process.
I led a four-person team seeking to understand where current interventions are and are not successful and where there might be better opportunities to engage HNHR veterans and their caregivers earlier in their care journey. Our team conducted interviews with 20 HNHR veterans, 5 caregivers of HNHR veterans, and 11 providers to better understand which veterans are or are not accessing the geriatric services and why. Through synthesis, our team created the first-ever HNHR veteran journey map, highlighting the bright spots and pain points of an HNHR veteran’s journey through the geriatrics program.
