How the VA's virtual care infrastructure enabled innovation during the pandemic

International Trend Success Stories

During the early phases of the pandemic, the VA saw significant increases in its telehealth usage, patient encounters with the MyHealthyVet patient portal and demand for its automated text-messaging bot, Annie. Based on these shifts, it also developed a slew of new apps, platforms, policies and clinical competencies. These tools include the COVID Coach app, chatbot,and updated Annie.

Roughly two-thirds of VA providers had conducted a telehealth visit before the pandemic, but since, nearly all (94%) of them are using telehealth. Training its healthcare providers on how to conduct virtual care appointments and use its new technology was another critical undertaking for the VA.