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SAN JUAN, Puerto Rico -- In an interactive classroom training, VA Caribbean Healthcare System employees jumped into a three-hour module called “Own the Moment” that provided an interactive experience of how to deliver high-quality customer experience to Veterans. The introduction of Principles, rather than rules, provided employees with the flexibility needed to ensure they can do what is right for those we serve. Rich Dumancas, Patient Facilitator from the Veterans Experience Office, VA Patient
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