VA Palo Alto Health Care System

Through process improvement and looking at trends in phone calls, the Health Administration Service (HAS) at VAPAHCS was able to determine the best phone tree to serve our Veterans’ needs.

While we are used to the generic "phone tree" when calling customer support offices, not a lot of people know the work that goes into ensuring you get to the right person, or even that it is called a phone tree! The Health Administration Service (HAS) at the VA Palo Alto Health Care System has revamped their phone tree to better service our Veterans looking to resolve claims, bills, and more.

Previously, Veterans would call and get one person who would then triage their issue and route calls to the appropriate office. This method became unmanageable, as the Veteran population has grown tremendously over the past few years.

Through process improvement and looking at trends in phone calls, HAS was able to determine the best phone tree to serve our Veterans' needs. The team was able to drill down the exact offices that Veterans would need to resolve any business issues with VA.

Now, Veterans will be able to pick the exact office needed and be routed to the correct person for the first time! Need help from HAS? Give us a call at 650-493-5000, 1-2-26843. Learn about some of the services offered by HAS.