Created by FutureBright
New System Challenge
1
, Propose a new integrated delivery system to the Phoenix Veterans Affairs Health Care System (PVAHCS) executive leadership
by doing the following:
A. Healthcare Delivery Model Comparison
Compare your proposed integrated PVAHCS model with the nonintegrated Phoenix Veterans Health Administration (VHA)
model, as described in the OIG report. Include each of the following eight points for each system in your comparison:
Nonintegrated Phoenix VHA Model Proposed Integrated PVAHCS Model
What guidelines are in place for The guidelines for leadership primarily focused The proposed integrated PVAHCS model
leadership? on ensuring that veterans received emphasizes outcome-based performance
appointments within 14 days of their requests. goals focused on patient needs. Key
However, leadership undermined these guidelines for leadership include:
guidelines by encouraging manipulative
1. Clear Accountability: Leadership
scheduling practices to show compliance. This
roles and responsibilities will be
created a culture of fear among staff,
well-defined, ensuring each leader
discouraging them from reporting issues. The
is accountable for specific
VHA did not implement strong accountability
outcomes and performance
measures for senior leaders, and the only
metrics.
guideline in place, the "Wildly Important Goal"
(WIG), was ineffective in addressing the 2. Regular Performance Review:
underlying problems. Performance contracts Leaders will undergo structured
included incentives for meeting the 14-day goal. evaluations to monitor compliance
Still, this incentivization led to significant with quality metrics and address
underreporting of wait times and delays in care, any deviations.
negatively impacting the quality of services
3. Cross-functional accountability:
provided at the Phoenix VA (Veterans Health
Collaboration across different
Administration, 2014).
functions will be encouraged to
enhance overall performance.
4. Training and Education: Staff will
receive thorough training on
scheduling practices, policies, and
procedures, empowering them to
2
New System Challenge
1
, Propose a new integrated delivery system to the Phoenix Veterans Affairs Health Care System (PVAHCS) executive leadership
by doing the following:
A. Healthcare Delivery Model Comparison
Compare your proposed integrated PVAHCS model with the nonintegrated Phoenix Veterans Health Administration (VHA)
model, as described in the OIG report. Include each of the following eight points for each system in your comparison:
Nonintegrated Phoenix VHA Model Proposed Integrated PVAHCS Model
What guidelines are in place for The guidelines for leadership primarily focused The proposed integrated PVAHCS model
leadership? on ensuring that veterans received emphasizes outcome-based performance
appointments within 14 days of their requests. goals focused on patient needs. Key
However, leadership undermined these guidelines for leadership include:
guidelines by encouraging manipulative
1. Clear Accountability: Leadership
scheduling practices to show compliance. This
roles and responsibilities will be
created a culture of fear among staff,
well-defined, ensuring each leader
discouraging them from reporting issues. The
is accountable for specific
VHA did not implement strong accountability
outcomes and performance
measures for senior leaders, and the only
metrics.
guideline in place, the "Wildly Important Goal"
(WIG), was ineffective in addressing the 2. Regular Performance Review:
underlying problems. Performance contracts Leaders will undergo structured
included incentives for meeting the 14-day goal. evaluations to monitor compliance
Still, this incentivization led to significant with quality metrics and address
underreporting of wait times and delays in care, any deviations.
negatively impacting the quality of services
3. Cross-functional accountability:
provided at the Phoenix VA (Veterans Health
Collaboration across different
Administration, 2014).
functions will be encouraged to
enhance overall performance.
4. Training and Education: Staff will
receive thorough training on
scheduling practices, policies, and
procedures, empowering them to
2
