Care technician brings SCOUTS services to Veterans at home

Jayme Turner is no stranger to serving in key positions that make an impact. The retired Army sergeant was awarded a Bronze Star Medal and John R. Teal leadership award for exceptional service, including deployments in Operation Iraqi Freedom and Operation New Dawn.

In December 2021, Turner took on a new role at VA: intermediate care technician (ICT) for primary care at the Saint George clinic, for the Salt Lake City VA. It was a natural next step for the former combat medic who said his military experience helps him connect with his patients on a different level.

“There’s a value you can’t get anywhere else when you’ve got that shared experience of military service. I’ve had patients open up to me when they find out I was an Army medic because they feel more comfortable,” Turner said.

In 2022, Turner was selected to lead the expansion of the SCOUTS (Supporting Community Outpatient Urgent Care and Telehealth Services) pilot program.

The SCOUTS initiative is a post-emergency department transition-of-care program for vulnerable adults over the age of 60. The program addresses gaps in virtual care accessibility, unmet health care needs and the “4Ms” of an age-friendly health system: mobility, mentation, medication and “what matters.” SCOUTS identifies Veterans who have recently been seen in a non-VA ED and provides a rapid follow up home visit.

Intermediate care technicians provide wide variety of assistance

“The transition to self-care at home after a trip to the ED can be a vulnerable time for older adults,” said Dr. Colleen McQuown, SCOUTS national medical director. “Often, ED visits are prompted by functional decline, caregiver burden, unmet health care needs or a minor illness in the setting of frailty. A SCOUTS home visit gives an opportunity to discover the underlying cause of the ED visit and to prevent a revisit by providing acute interventions.”

During a home visit, ICTs like Turner identify needs, perform geriatric syndrome screens, conduct home safety and risk evaluations, and connect Veterans back to their assigned patient-aligned care team. The ICT can also act as a facilitator for telehealth services, providing Veterans the opportunity for a face-to-face visit from the comfort of their own home.

Dr. Candice Daniel, clinical psychologist specializing in geropsychology, sees many rural older adults who struggle with limited access to supportive technology resources like VA Video Connect. “Many older adults are not comfortable using technology, limiting our independent ability to provide services. The SCOUTS program provides a unique opportunity to connect with hard-to-reach Veterans,” Daniel said.

The SCOUTS Primary Care integration initiative gets to the heart of the PACT-based approach: promoting patient-centered care with a multi-disciplinary team collaboration. Turner works with Dr. Daniel and other members of the PACT team to mobilize resources and develop safety plans to support Veterans’ mental health and functional needs.

“The SCOUTS program saved my life.”

Often, the in-home visits provide a care team with more information than they might get in a typical primary-care setting, potentially resulting in interventions like motorized chair lift installations, occupational therapy consultations and fall-prevention bathroom equipment.

Turner knows his role in expanding the SCOUTS program is saving lives. He is a strong advocate for suicide prevention and has assisted in supporting Veterans with crisis intervention. “Mr. N” was one of those Veterans in crisis. He called VA and Turner arrived in less than one hour.      

“Mr. Turner arrived at my home to assist me in managing my health crisis,” Mr. N said. “He arranged for me to speak to my primary health care provider through the telehealth system. The doctor recommended that I go to the ER immediately. Mr. Turner helped me check into the ER, briefed the nurses and waited for my results. I would like to thank VA and all of their exceptional staff for the various services they have provided to me. The SCOUTS program saved my life.” Turner (wearing hat) and Mr. N are pictured above.

Despite the praise, Turner is humble about the care he provides. “I’ve taken care of Veterans my whole life. It’s just part of who I am,” he said.

The SCOUTS program is one of the ways VA continues to implement new programs and expand care ensuring Veterans get the services they’ve earned, no matter where they live. Learn more.