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July 20, 2026Health Services Research

Modernizing the Front Door to Care: Evaluation of Veterans Administration Health Connect's Impact on Access, Utilization, and Patient Experience

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Authors

AVAnita VashiLRLiam RoseTUTracy Urech

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Overview

Retrospective evaluation shows improved access and follow-up in Veterans, suggesting better navigation.

Key Points

  • This evaluation aimed to assess the impact of centralized scheduling and same-day virtual evaluations on appointment access and veteran experience.
  • Retrospective quasi-experimental design analyzing VAHC modernization across 18 regions.
  • Utilized difference-in-differences and event-study methods based on data from multiple veteran administration platforms.
  • Analytic sample included 11,118,916 encounters, comparing pre-modernization and post-modernization outcomes.
  • Same-day scheduling improved by 14.3 percentage points post-modernization.
  • Time from nurse triage to subsequent care decreased by 0.28 days.
  • Veteran satisfaction remained high for virtual encounters post-modernization.

Cite This Study

Vashi et al. (2026) studied this question.

synapsesocial.com/papers/6a5dba928bd453d3397abbd8https://doi.org/10.1111/1475-6773.70151
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