C4
V uses social media such as AppearanceBook, BirdCall,
PinBoard, and SpinPanel to monitor and aggregate customer
comments. HIPAA and VA regulations preclude the ability to
share some information, and so, as an innovative solution, C4
V
actively encourages Veterans and family members to share their
experiences with C4
V and other Veterans on PinBoard. The PAO
monitors what is “pinned” and “re-pinned.” Veterans use these
social media to enter reviews or identify “best practices” to help
other Veterans navigate the often complex VA processes. When
this happens, process owners use appreciative inquiry to conduct
a positive RCA (RCA+) to learn why the recommendation works
well and use the APS (Figure 2.2-1) to make the process more
systematic. These improvements are also communicated using the
You had a Hand in This program and icon, described in 2.1b(2).