Direct Readiness Support: How the Hampton Roads Appointment Center is Reaching Historic Performance Highs

The Hampton Roads Appointment Center sustained major improvements in access to care, answering 99.79% of nearly 600,000 calls within 90 seconds and reducing call abandonment to 0.16% during its 2025–2026 performance period. Through staff training, performance management, and proactive specialty-referral outreach, HRAC also booked 6,400 specialty appointments and improved timely access to care for TRICARE beneficiaries across the Tidewater region.

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