Synapse
⌘+K
Synapse
PulseExploreClubsResearchersJournals
Instagram
HomeClubsExplore
July 16, 2025

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)

View Full Paper
Ask AI
Bookmark
Share

Authors

CGCaroline GrayAEAllison EngstromTUTracy H. Urech

Discussion

Loading...

Member takes

Overview

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.

Cite This Study

Gray et al. (2025) studied this question.

synapsesocial.com/papers/689a02c3e6551bb0af8cca84https://doi.org/10.2196/preprints.80656
View Full Paper
Ask AI
Bookmark
Share

Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Remote triage and virtual urgent care services: A qualitative assessment of factors that impact triage decisions and outcomes2026 · 1 citations
  2. 2Modernizing the Front Door to Care: Evaluation of Veterans Administration Health Connect's Impact on Access, Utilization, and Patient Experience2026
  3. 3What Should Healthcare Systems Consider When Modernizing Call Centers? Early Considerations From the Veterans Health Administration2024
  4. 4Using AI-based virtual triage to improve acuity-level alignment of patient care seeking in an ambulatory care setting2024 · 5 citations
  5. 5Telehealth Modality Preferences for an Advance Care Planning Intervention Among Rural Veterans: A Qualitative Study (Preprint)2025