PLAN IT


As a Veteran, you have been invited to participate in providing feedback on your experience while visiting or calling a VA hospital.  Ipsos is looking to follow your ‘journey’ to receive service based on your specific need for medical care. 


Based on your situation, you will be provided with either a TELEPHONE SURVEY or an IN-PERSON SURVEY to fill out after you complete your visit or telephone call.


PROVE IT  (Proof of visit requirements)


We need to show that you actually completed the assignment according to your survey.  To do this, we capture “PROOF” of your visit.  Here’s what we will need:

  • TELEPHONE ASSIGNMENT:  Please note the date/time of your call as well as the phone number you used to contact the VA facility. Some scenarios require you to call after regular business hours or on the weekend.
  • IN PERSON ASSIGNMENT:  You will be asked to provide a picture of the exterior of the VA facility you visit. Some scenarios require you to walk in after regular business hours or on the weekend.


PREP FOR IT (Requirements)



We want to make sure you understand what type of information we are looking to collect.  Follow these steps to ensure you know the requirements BEFORE you visit/call your VA facility.

  1. Review this document carefully.
  2. These assignments can be paid via PayPal or Tango gift card.  If you wish to be paid via PayPal, be sure to use the same email address you have with Ipsos/Presto for your PayPal account.  


Some scenarios require you to have a real need, while others require you to pose as having a real need. The following are acceptable options for participation:

  • Your prescription needs to be renewed (no refills available so you need a new prescription).
  • Your prescription needs to be refilled (there are refills available on a current prescription).
  • You want to request an appointment for today (the day you want to complete your assignment) to see a doctor about a medical condition/illness.
  • You are travelling and want to find out how to refill a prescription while out of town (posed).
  • You are travelling and want to find out how to get care while out of town (posed).
  • You are taking a prescribed medication and want to find out how it interacts with an over the counter medication (posed).
  • You need to speak with someone about getting a piece of equipment serviced (posed).


If you have more than one reason (i.e.:  one prescription refill, and a need to see the doctor about a medical condition OR two prescriptions to renew) to contact the VA, this should be completed as two assignments with separate compensation.  Contact us to get the appropriate number of surveys (if available).  If you have a real need please complete a shop based on that need rather than a posed scenario.



ARE YOU THE RIGHT FIT?\

  • Only Veterans who are currently registered to receive medical care are eligible. 
  • VA employees should not use government equipment to complete shops (phone, computer)
  • It is required to have access to a smartphone or computer to complete an online survey.


IF YOU ARE COMPLETING AN IN-PERSON ASSIGNMENT



Your mission is to simply SHOW UP at your assigned VA facility to receive care/service.  Pay close attention to the assigned timeframe for your shop. Some visits require you to arrive after hours (after 4 PM) or on the weekend.


Your reason for visiting can be any real need you have including but not limited to:


  1. Prescription refills or renewals
  2. Seeing your primary care doctor or a specialty department
  3. Reviewing lab results with a nurse or practitioner
  4. Setting a same day appointment



If you do not have a current real need, use one of the posed scenarios below:


1.  Talk to a pharmacist to obtain an answer regarding a medication question

I am taking [insert medication] and I wanted to know if it is ok to take [choose : ibuprofen, or Theraflu, or Over the counter allergy medicine] while I am taking my medicine.

2.  Talk to a pharmacist to see if you can get medication refilled while out of town

Option 1: I am going to be traveling next week and I take [insert medication] daily. What do I do if I lose my medication? Can I get it at another VA facility?

Option 2: I am going to be traveling out of town for a while. I take [insert medication]. Where should I go if I run out of medicine?

3.  Speak to someone about getting care while traveling

I am going to be visiting family out of state, and I’m thinking of staying there for a few weeks. What would I do if I need to see a doctor while I am there?

4.  Speak to someone about how to get a piece of equipment repaired/serviced

I would like to find out how to get my [insert equipment Veteran has] fixed or serviced.

5.  Set a same day appointment with your PCP

Hello, I’m not feeling good and would like to see my doctor. Can I get an appointment today? [If/When an appointment is offered, explain you need to see if your ride can wait. Since this is a posed scenario, this will prevent you from needing to make a real appointment.]


Prior to going to your VA hospital, look up the address and hours of operation, even if you already know them.  We want to know where you went to locate that information.


Go to your assigned VA hospital

  • Do not make an appointment.  Just go and attempt to receive care.
  • Take a picture of the outside of the building with the hospital name visible.
  • Enter the building and locate the area of service where you need assistance.
  • Lead us through your journey to receive care/assistance.


There is a chance you will not be able to receive assistance on the day you visit.  For the purposes of this assignment this is OK.  We still want to know how far you get in the process of attempting.


USING THE PRESTO APP:  In order to complete your survey, you have to login to your PRESTO account by visiting http://prestomap.com and enter your account details.  

You can do this from your mobile device or on your desktop computer at home; whichever is easier for you.


You can do this from your mobile device or on your desktop computer at home; whichever is easier for you.


EXAMPLE QUESTIONS


The following questions are examples of what you will need to answer based on the type of service you attempt to receive when you visit the VA hospital. 


Be sure to review the questionnaire for a full list of the details we want to capture.



General Questions
All in-person visits will include questions like this
IN PERSON Prescription Questions
In person visits around getting assistance with refills/renewals
IN PERSON Same Day Questions
Vets who arrive in-person to receive any service outside of prescription support

Did you have to ask a VA staff member for directions?


How long is the wait to get the prescription?


How did the VA staff handle your request to be seen by a doctor?

How many people were in the waiting room?


How was information about your prescription communicated to you?

How long did you wait for an appointment?


Who was the first VA staff member you engaged with?


Were you told you needed to see a doctor, nurse practitioner, or pharmacist to get your refill/renewal?

What were you told were the next steps?


What was the waiting room like? Cleanliness, temperature and were seats available

After talking to the doctor, nurse practitioner, or pharmacist was the prescription renewed/refilled?

IF YOU COULD NOT BE SEEN:  When was your appointment scheduled for? Were earlier dates available?


How will you get your prescription (mail, pickup)? If pickup where?

How reasonable was the date you scheduled?




Once you have completed your in-person visit, either open your PRESTO mobile app or go home and visit http://prestomap.com to login to your account.  Answer all of the questions on the survey while they are fresh in your mind.


  • If you saw someone and are waiting for a follow-up call, if you left a message, if you were told someone would call you OR if you were told you would receive your prescription in the mail within three days you must wait up to 72 hours to see if you received follow-up before clicking SUBMIT at the end of your survey.
  • Once your survey is reviewed and approved, we will process payment within 3 business days.


IF YOU ARE COMPLETING A TELEPHONE SURVEY


Your mission is to contact your assigned VA facility by telephone to receive care/service.  Pay close attention to the assigned timeframe for your shop. Some visits require you to call after hours (after 4 PM) or on the weekend.


Your reason for calling can be any real need you have including but not limited to:

  1. Prescription refills or renewals
  2. Scheduling a same day appointment to see your PCP, specialist, therapist etc.


If you do not have a current real need, use one of the posed scenarios below:


1. Talk to a pharmacist to obtain an answer regarding a medication question

I am taking [insert medication] and I wanted to know if it is ok to take [choose : ibuprofen, or Theraflu, or Over the counter allergy medicine] while I am taking my medicine.

2. Talk to a pharmacist to see if you can get medication refilled while out of town

Option 1: I am going to be traveling next week and I take [insert medication] daily. What do I do if I lose my medication? Can I get it at another VA facility?

Option 2: I am going to be traveling out of town for a while. I take [insert medication]. Where should I go if I run out of medicine?

3.  Speak to someone about getting care while traveling

I am going to be visiting family out of state, and I’m thinking of staying there for a few weeks. What would I do if I need to see a doctor while I am there?

4.  Speak to someone about how to get a piece of equipment repaired/serviced

I would like to find out how to get my [insert equipment Veteran has] fixed or serviced.

5.  Set a same day appointment with your PCP

Hello, I’m not feeling good and would like to see my doctor. Can I get an appointment today? [If/When an appointment is offered, explain you need to get a ride and will call them back. Since this is a posed scenario, you should not accept/make a real appointment]


NOTE:  Do not inquire about billing or administrative requests.  You are attempting to receive ‘care’ of some kind. Prior to making your phone call, look up the phone number even if you already know it.  We want to know where you found the information. 


Follow these steps

  1. Call the VA hospital using the phone number you find. If the phone is not answered by either a person of automated system try again.
  2. Write down what time you make the call.
  3. Capture the first name and last initial of the last person who helps you.


Complete your telephone call by requesting either an appointment or a request to refill/renew your prescriptions. 


  • Keep track of how the call was answered and what happened at each step of the way.
  • The survey ends when you have gotten as far in the process as you can go by phone.
  • If your call goes to voicemail for the VA facility, leave a message.  Wait up to 72 hours from the time of your call to see if you get a return phone call providing assistance.

If YES:  Complete your survey based on that returned call.

If NO:  Complete your survey indicating your call was never returned.

  • If your call is disconnected, call again. You should keep trying until you reach a live person or the automated system and complete the requirements for this shop.


EXAMPLE QUESTIONS


The following questions are examples of what you will need to answer based on the type of service you attempt to receive when you call the VA facility. 


Be sure to review the questionnaire for a full list of the details we want to capture.



General Questions
All telephone will include questions like this
TELEPHONE Pharmacy Renewal/Refill Questions
Telephone questions for getting assistance with  refills/renewals
TELEPHONE Same Day Appointment Questions
Telephone call requests to make an appointment to be seen on the same day

What number was called?

How easy was it to renew / refill the prescription?

How did the VA staff handle your request to be seen by a doctor?

How many times did the phone ring before it was answered?

How was information about your prescription communicated to you?

How long did you wait for an appointment?

Where did you find the number?

How will you get your prescription (mail, pickup)? If pickup where?

What were you told were the next steps?

How many selections had to be made until you reached a live person?

Were you told you needed to see a doctor, nurse practitioner, or pharmacist to get your refill/renewal? If so, did you see them?

IF YOU COULD NOT BE SEEN:  When was your appointment scheduled for? Were earlier dates available?

How easy was it to navigate the phone system?


If you did not get the prescription refilled/renewed what are the next steps?

How reasonable was the date you scheduled?


Once you have completed your telephone interaction, either open your PRESTO mobile app or go home and visit http://prestomap.com to login to your account.  Answer all of the questions on the survey while they are fresh in your mind.


If you were told you would receive a return phone call, or if you left a message, or if you were told your prescription would be in the mail within three days you must wait up to 72 hours for follow-up before clicking SUBMIT at the end of your survey.



CONTACTS


Diana Paone

Diana.paone@ipsos.com