Last updated
Red Coat Ambassador Program
Share PrintThis initiative responds to the Voice of the Veteran by providing a personal positive first impression and standardized VA experience of assistance with navigation, information, and a general culture of care, giving Veterans Service Organizations a significant role with volunteers and employees to personally assist customers at the facility’s main entrances.
Origin:
August 2017
Adoptions:
107 successful, 28 in-progress
Recent Updates
Overview
Problem
Images
Solution
Results
Diffusion tracker
Does not include Clinical Resource Hubs (CRH)
Multimedia
Videos
Implementation
Timeline
-
Week #1
Set up and Implementation Team -
Week #2
Develop a staffing plan -
Week #3
Leadership Endorsement Campaign -
Week #4
Launch the program -
Week #5
Monitor the Program
Core Resources
Resource type | Resource description |
---|---|
PEOPLE |
|
Links
- The Red Coat Ambassador (RCA) program is a standardized Veteran “navigator” initiative within VHA that seeks to standardize assistance with medical center navigation, information, and a culture of care. Red Coat Ambassador Toolkit
Optional Resources
Links
- 11/29/21-Patient Ambassador Day Promotional Video Durham VA Red Coat Ambassadors
Risks and mitigations
Risk | Mitigation |
---|---|
Staffing - lack of volunteers | Supplemeting with employees willing to rotate through |
Staffing - lack of budget for staffed positions | Supplement with employee volunteers |
Too many touch points to staff | Staff in high volume/traffic areas |
Contact
Comment
Comments and replies are disabled for retired innovations and non-VA users.
Email vapx@va.gov with questions about this innovation.
About
Origin story
Original team
Patient Experience Team
Steven Wintch
Patient Experience (PX) Coach
Toolkit moved from VA Pulse to SPO at this location: https://dvagov.sharepoint.com/sites/vha-patient-experience/PX_Toolkits/Red_Coat_Ambassadors/default.aspx