**GAO-09-357**                      Published: Apr 20, 2009. Publicly Released: Apr 20, 2009.                  

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## Highlights

In February 2007, a series of Washington Post articles disclosed problems at Walter Reed Army Medical Center, particularly with the management of servicemembers receiving outpatient care. In response, the Army established Warrior Transition Units (WTU) for servicemembers requiring complex case management. Each servicemember in a WTU is assigned to a Triad of Care--a primary care manager, a nurse case manager, and a squad leader--who provide case management services to ensure continuity of care. The Army established staff-to-servicemember ratios for each Triad of Care position. This report examines (1) the Army's ongoing efforts to staff WTU Triad of Care positions and (2) how the Army monitors the recovery process of WTU servicemembers. GAO reviewed WTU policies, analyzed Army staffing and monitoring data, interviewed Army officials, and visited five selected WTUs.

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## Topics

Veterans

Army facilitiesCase management servicesData collectionEvaluation criteriaHealth care facilitiesHealth care personnelHealth care programsHealth care servicesHealth centersMilitary facilitiesMilitary personnelPatient care servicesPerformance appraisalPerformance measuresProgram managementRisk managementStaff utilizationStrategic planningSurveysMilitary health servicesMilitary hospitalsPolicies and procedures