The VA’s Best Kept Secret? A Qualitative Exploration of Veteran Experiences and Satisfaction with VA Call Center’s Tele-Triage and Virtual Urgent Care Appointments (Preprint)
Qualitative interviews reveal high satisfaction with VA Health Connect's virtual care, indicating improvements needed for service awareness and access.
Key Points
Veterans reported high satisfaction with the VA Health Connect model due to timely and convenient care.
Key benefits included avoiding travel for health issues and receiving knowledgeable clinical advice from nurses.
In-depth interviews with 24 veterans identified themes of satisfaction and areas for improvement in service awareness.
Effective communication and outreach could enhance the utilization of VA Health Connect's virtual services, improving patient experiences.