VHA Copay Payment History SME Feedback

The following survey will help the Financial Management (VODA) UX team understand your perspective on VHA pages in the Debt Portal.

We conducted research studies with Veterans, assessing usability, including comprehension, helpfulness, and navigation, and making updates based on their feedback. We also made updates based on recurring comments from Veterans that we receive on the pages via Medallia surveys.

The payment history initiative aims to provide a more timely payment history and enough copay details for Veterans to understand what they owe and why. Please review the updated pages and share any concerns, considering how Veterans you’ve worked with might experience them.

Please provide your feedback by Thursday, March 13th.

You can reach out to Charlotte Cesana if you have any questions: [email protected]

About you

We would like to learn more about you, your role, and how you work with Veterans.

What is your email address?

What is your name?

What is the name of the organization you work for at VA, what is your role, and how long have you been working in this capacity?

Your feedback

We are sharing four proposed pages of the VHA Debt portal. Each page has three questions, and several additional questions are asked for copay statement details.

- Copay overview
- Copay detail
- Copay resolution
- Copay previous statement

Debt Portal: Copay Overview

Screenshot of debt portal copay summary page

This is the overview page that shows copays for all VA medical facilities.

What is your feedback on the overview page above?

Do you have any concerns or suggestions?

How much do you agree with this statement? I believe the information is easy for a Veteran to understand.

Copay Detail Page

Veterans see this detail page when they click on Review Details > from the Copay Overview page. The most recent statement will be available on this page.

Copay detail page

What is your feedback on the copay detail page above?

Do you have any concerns or suggestions?

How much do you agree with this statement? I believe the information on this page is easy for a Veteran to understand.

Copay transaction history line item questions

Prescription copay details

The below image Screenshot of a prescription copay line item below

Prescription copay details line item

For a Veteran who receives many health services and prescriptions, do the details provided give enough context to help them understand and remember what they are being billed for? Why or why not?

Should any information be added or removed from this statement line? If yes, will you please explain why?

Outpatient copay details

https://storage.tally.so/5ec5d5c6-af73-43ce-913c-8d4eabac31d2/COPAY-RX-_6486527-1-.png

For a Veteran who receives many health services and prescriptions, do the details provided give enough context to help them understand and remember what they are being billed for? Why or why not?

Inpatient copay details (No mockup)

For a Veteran who receives many health services and prescriptions, what details should be provided for inpatient stays to give enough context for a Veteran to understand and remember what they are being billed for?

Debt Portal: Copay Detail Page, Past Statement

This is a past statement from the same medical facility. Veterans can view this by clicking on one of the links under Past Statements on the Copay Detail Page.

Past copay statement page

What is your feedback on the past statement copay page above?

Do you have any concerns or suggestions?

How much do you agree with this statement? I believe the information on this page is easy for a Veteran to understand.

Debt Portal: Resolve page

The Resolve page is available via the Pay your balance, request financial help, or dispute this bill link on the yellow alert on the Copay Detail Page. It is also available via the Resolve this bill link on the Copay Overview Page.

Copay resolution page

What is your feedback on the copay resolution page above?

Do you have any concerns or suggestions?

How much do you agree with this statement? I believe the information on this page is easy for a Veteran to understand.