Pentagon using call centers to check on injured veterans

According to the Oklahoma Journal Register, the Pentagon is employing a unique customer service solution to check up on veterans who were injured in Afghanistan and Iraq. As part of their outreach to injured veterans during the recovery process, a national call center contacts patients to check in on their long-term health and well-being.

Using an outsourced call center is helping the VA reduce the amount of time patients have to wait to make appointments to see medical professionals and make sure that cases don’t languish. Most veterans can get emergency help within 24 hours and schedule appointments for other issues.

One of the main benefits of using a physicians answering service to monitor and call back patients is to watch for signs of post-traumatic stress disorder. The VA estimates that there are 300,000 cases nationally, and the use of improvised explosive devices in Iraq and Afghanistan has also led to an increase in brain injuries with long-term effects.