1. Building a Veteran-Centric Culture

2. Content The imperative Who are our Veterans and what are their unique needs? Ideas and practices that help facilitate a “Veteran- centric” culture and mindset Next steps

3. Veterans Health Administration 21 Veterans Integrated Service Networks

4. Veteran Statistics Peak Year 2006 FY2010 FY2011 FY2012 FY2013 FY2014 Veteran Deaths 687,576670,640662,704653,667643,690632,931 Living Veterans 22.7M22.6M22.1M21.7M21.3M20.8M < 25% of all deaths in US are Veterans < 4% of Veteran deaths are in VA facilities ~ 33% of Veterans are enrolled in VA

5. Unique Needs of Veterans Impact of military service on Veteran and family Clinical issues Psychosocial issues Veterans benefits

6. Mr. Burns: Remembering Vietnam

7. How can we meet Veterans’ unique needs? Identify patients who are Veterans Determine their needs –Clinical –Benefits –Bereavement –Volunteer Educate staff Work collaboratively with other providers and across venues 7

8. What is “Veteran-centric”? Focuses on the needs, desires and treatment of our Veterans Requires Veteran responsibility and accountability Depends on communication, coordination and collaboration among healthcare providers 8

9. What is “Veteran-centric”? Focuses on the needs, desires and treatment of Veterans –Assessments identify Health issues associated with military service Benefits to which Veterans may be entitled Impact of military service on Veteran and family members –Goals of care honor Veterans’ preferences 9

10. What is “Veteran-centric”? Requires Veteran responsibility and accountability –Equips Veterans and providers with practical health information –Emphasizes outreach activities –Provides Veteran and family education –Employs Advance Care Planning and goal setting 10

11. What is “Veteran-centric”? Depends on communication, coordination and collaboration among healthcare providers –Availability of patient records and health information –Flow of data and information among system participants –Clinical services and administrative processes are coordinated 11

12. What can Hospices do? Create local, state and VISN Hospice- Veteran Partnerships to build mutual trust and respect Track, trend and improve quality –Bereaved Family Survey (VA) –Family Evaluation of Hospice Care or equivalent (hospice) 12

13. What can Hospices do? Increase provider expertise and heighten Veteran awareness –Share professional educational activities to build Veteran-specific knowledge and skills –Educate Veterans in your communities 13

14. What can Hospices do? Identify patients who have military experience Improve communication and data flow among all providers of care and services for Veterans Identify and solve regional and local barriers together Learn each other’s SOPs and WIIFMs 14

15. The WIIFM Factor What’s In It For Me? Acknowledges and respects all interest positions and cultural differences –Language of organization –Rules, regulations and SOP –Perceptions Provides opportunities to identify and address misunderstandings and barriers

16. Moving beyond WIIFM WIIFU – What’s In It For Us? Creates a culture that includes Veteran- centric activities –Moves the focus from individual organizations to partnership –Moves from organizations’ needs and goals to Veterans’ needs and goals –Taps into a shared value of honoring our Nation’s Veterans 16

17. Military History Toolkit –Military History Checklist and Guide –Slide sets Service related Clinical Issues Homelessness Veterans’ Benefits –Resource and background materials www.WeHonorVeterans.org

18. Basic Information

19. Military Background

20. VA Benefits Information

21. Resources ResourceWebsite We Honor Veterans campaign Military History Checklist Educational materials Outreach resources www.WeHonor.Veterans.org Email: Veterans@nhpco.org Department of Veterans Affairs Veteran data Veterans Health Administration locations Veterans’ Benefits National Cemetery Administration National Center for PTSD www.va.gov www.va.gov/vetdata www.va.gov/directory/guide www.vba.va.gov www.cem.va.gov www.ptsd.va.gov