An elderly Airforce (Pilot) Veteran was on the elevator with Courtney, RN traveling from the second floor of the JACC to the first floor. The Veteran's PTSD was triggered by the elevator verbal cues that stated, "going down." The Veteran voiced concerns about using the elevators to the RN. He stated, "I have to use them because I can't walk down the stairs or else I'd fall. 'Going down' is just not something you want to hear, especially since I flew planes in the war". Courtney, RN assisted the Veteran from the second floor to the first floor by riding alongside him on the elevator to aid in relieving the anxiety that was triggered by the elevator cues. The Veteran was thankful for the assistance Courtney, RN provided to him. Courtney, RN, took the initiative to follow the HRO Principles of "It's About the Veteran" and "Embrace a Duty to Speak Up." With the collaboration of the Engineering Department, and after receiving approval from the appropriate personnel, a change was made to the elevator cues by leaving only the nonverbal cues (dings) in operation and disabling the verbal annunciations of "going up" or "going down" on all elevators of the JACC.

*GCVHCS Director is advocating for this initiative to be considered for adoption across the VISN.