VA Greater Los Angeles Healthcare System

What is a PACT?

It is a team of health care professionals working together to provide health and wellness to Veterans. The mission is to provide health care that is patient-centered, data-driven, team-based, and continuously improving.

Focus on:

Partnerships with Veterans

Access to care using diverse methods

Coordinated care among team members

Team-based care with Veterans at the center of their PACT

PACT is personalized care to meet the Veterans individual health care goals, and they look at all aspects of your health.

Lisa Altman is leading the implementation of PACT at GLA, while maintaining the title of ACOS for primary and ambulatory care. Altman is also the principal investigator on the demonstration laboratory for the evaluation of PACT.

In addition to personal visits with primary health care providers, Veterans may schedule visits with other members of the team. This also includes access to group clinics, educational seminars, plus information through the My HealtheVet website.

What is the goal of PACT?

The goal is to improve patient satisfaction, clinical quality, safety and efficiencies by ensuring VHA is a national leader in the delivery of health care services.

A PACT achieves coordinated care through collaboration and it uses a team-based approach. A Veteran is at the center of a team which includes: primary care provider, nurse care manager, clinical associate, and an administrative clerk. When other services are needed to meet the goals of a Veteran, another team member may be called in.

Now, it’s time to meet members from a PACT here at the WLA campus.

Meet Greg 

Greg is one of the doctors serving in this PACT team. He said his role on the PACT is to be a role-model for providing patient-centered care. Greg believes, through PACT providers have the opportunity to provide improved preventative care, panel management for chronic diseases, and improved access to services for patients. “My patients now can identify with all the members of the team as their Care Team versus the past where they only had me as a constant,” said Greg.

Meet Cathleena 

Cathleena is the first person a Veteran will make contact with when a Veteran checks in for their appointment and also the last contact upon check out. She makes follow up appointments, answer their telephone calls and direct them to the appropriate team member based on their needs, and checks messages for the providers and direct them to either the RN for triaging, the  Pharmacy for medication issues or directly to the provider.  “PACT is a great way for us to create a team structure in order to better serve our Veterans. I like that we are working to provide a partnership between the team and the Veterans because I feel it is increasing the quality of care they are receiving, and providing a way for their needs to be met in a timely fashion,” said Cathleena.

Meet Francisco 

Francisco is a Registered Nurse Care Manager on this PACT team. To him it’s all about team effort and a partnership between medical staff and a Veteran, whether it be to provide medical, social, or psychological services. “I like the idea of PACT because it gives the Veteran a higher level of care and continuity that he or she deserves,” said Francisco.

Meet Steve 

Steve is a primary care physician on this PACT team. He helps manage the team of providers for all of his primary care patients. “PACT is a new way of delivering patient centered primary care. It promotes team based continuity, comprehensive care of all patient needs, and easier access for patients to reach providers,” said Steve.

Meet Elaine 

Elaine is a licensed vocational nurse on this PACT team and she takes care of patients vital signs, teaches patients about hypertension and diabetes, checks to see of labs need to be ordered for patients, and many more services. She thinks the concept of PACT is wonderful, “it feels like a family,” said Elaine. She likes the idea of working closely with team members and the Veterans. “Veterans understand our goal is to give the best service,” said Elaine.