Case Studies

Expanding Access to Care in the Nation's Largest Integrated Health Network

VHA Office of Connected Care

The Veterans Health Administration (VHA) is committed to improving health care access for all veterans, including those in rural and underserved areas. VHA’s solution: virtual health. Reingold is helping advance this service through integrated change management and marketing, driving clinical care teams’ adoption of virtual health technologies and bringing care within patients’ easy reach.


VHA’s 300,000 employees provide health care to 9 million veterans at more than 1,000 facilities. Virtual health promises to improve veterans’ access to care. But to realize these benefits, VHA needed to integrate virtual health technologies into its treatment model. It also had to raise awareness of virtual health and its benefits among veterans across the country. These goals required internal and external buy-in and top-notch training.


Reingold is driving the adoption of virtual health technology throughout VHA. By conducting focus groups and user testing, we’re identifying ways to optimize the user experience. Our internal change management strategy is increasing technology use among VHA clinical teams through field-based promotion and interactive training. At the same time, we’re engaging veterans and their caregivers by using digital marketing, earned media, and partnerships with commercial and nongovernmental organizations to promote VHA’s virtual health offerings.


Reingold’s efforts have helped exponentially increase the use of virtual health resources. For example, the number of VA App Store users has increased by 900% since 2016, and veterans have scheduled 430,000 video appointments since 2017. We're also helping VHA expand its virtual health services by creating interactive training tailored to the needs of clinical teams.

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