Vera, RN – Women’s Program Manager


Direct Engager

Clinical Role

Women Veterans Program Manager

Strength of Evidence

Strength of Evidence Rating 5 out of 5


Human Factors Engineering (HFE), Office of Health Informatics, Veterans Health Administration

Vera, RN – Women’s Program Manager




Vera uses every available resource coordinating care for pregnant Veterans, including her own limited time and personal relationships.

Early 40s, single                          


Intermediate tech skills       

Direct Engager

My Relationships

In the diagram above, individuals that are darker, larger and closer to Vera are more important to her than individuals that are smaller, lighter and farther away.

“I try to make getting care as stress-free as possible for our pregnant Veterans.”

My Job

  • Full-time Women Veterans Program Manager
  • Maternity Care Coordinator (part-time, 4 years) with a rotating panel of around 80 Veterans

My Devices & Technology Skills

  • Single PC Desktop Windows 8 (Work Computer)
  • Chromebook laptop (Personal Computer)
  • iPhone 6s – iOS7 (smart phone)
  • iPad 2 – IOS7 (Tablet)

Barriers & Enablers to Patient-Centered Care (PCC)

  • Performs MCC role as a secondary job
  • Coordination involves multiple phone calls, forms and offices
  • Access to CPRS, Patient records and lab notifications


  • Phone, Voicemail Systems
  • In person (rarely with patients)
  • Electronic Notes (via CPRS templates)
  • Electronic Instant Messaging
  • VA Lync
  • VA Email
  • Fax
  • Paper Notes (as reminders to herself)

My Pain Points & Motivators

  • Burden of forms and records related to breast care needs
  • No EHR task management for Veteran roster
  • No notifications of changes and orders
  • Wants an EHR that is designed around her task management needs
  • Wants MHV Secure Messaging within the EHR

My Narrative

Vera is a nurse based at a VA Medical Center. She’s been at the VA 12 years, starting as an outpatient nurse. She became a nurse manager in 2011 and was asked to take on the role of Maternity Care Coordinator in 2012.

Obtaining non-VA care in the community is complicated, time-consuming,and frequently frustrating. Vera vehemently believes that stress is bad for pregnancy and that pregnant Veterans need an advocate guiding them through the system to reduce potential stressors.

She proud of the work she does as an MCC, but it is becoming more and more difficult. The MCC role is supposed to be a collateral duty to her role as a nurse manager. But over the years the size of her roster of pregnant women to track has grown significantly. Now she struggles to check each Veteran’s electronic health record when they are due for their follow up call and make the dozens of phone calls required to get one veteran authorized and scheduled through Veterans Choice.

Vera sometimes feels like the amount of paperwork is purposefully difficult and is starting to feel burned out. She thinks it would be easier if at the job were at least fulltime, not a secondary one. But, she puts her patients before herself and believes that if she doesn’t advocate for her Veterans no one else will. This dedication to her Veterans causes her to be concerned that she might be neglecting her teenage daughter due to her heavy workload.

My Components of Health and Proactive Well-being

This describes Vera’s relative health and well-being attitudes. 

In the diagram above, the relative width of the three outer bands and the
relative size and brightness of the eight inner circles represent their importance to Vera.

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