Increasing Access to Care for Veterans: Improving the Utilization of the VA Video Connect (VVC)

UNCG Author/Contributor (non-UNCG co-authors, if there are any, appear on document)

Lisa T. Moore (Creator)

Institution

The University of North Carolina at Greensboro (UNCG )

Web Site: http://library.uncg.edu/

Advisor

Cheryl Wicker

Abstract: Background: In February 2020, the Department of Veterans Affairs (VA) closed many outpatient clinics to in-person appointments in response to the COVID-19 pandemic. As a result, primary care providers (PCPs) were required to utilize telehealth - some for the first time. Before the pandemic occurred, one objective of the 2018 MISSION Act and the VA “Anywhere to Anywhere” initiative was to ensure that 100% of VA PCPs would be experienced and proficient in using the VA Video Connect (VVC) by 2021 (Dept. of Veterans Affairs, 2018). With the emergence of the COVID-19 pandemic and the unexpected transition to telehealth, the need for the VVC became urgent prior to many of the providers completing the self-training modules. In addition to training issues, providers faced many technological barriers as they attempted to utilize the VVC.Purpose: The purpose of this DNP quality improvement (QI) project was to improve access to care for veterans by removing barriers and implementing facilitators in utilizing the VA Video Connect (VVC) in a VA primary care clinic in the Southeast.Methods: A review of the current literature identified the characteristics of veterans who commonly use the VVC, the benefits of the VVC to the veterans, barriers to using the VVC for both veterans and providers, and ways to improve adoption of the VVC. A strengths, weaknesses, opportunities, and threats (SWOT) analysis was completed. Lewin’s Change Model was the theoretical model chosen for this DNP QI project. Interventions to remove barriers and implement facilitators included developing VVC Champions, providing instructor-led VVC training, and troubleshooting tips within the primary care clinic. The Plan-Do-Study-Act (PDSA) was the translational framework used to implement and evaluate these changes. The total number of visits (face-to-face, telephone, and VVC) conducted in the primary care clinic were collected and evaluated for changes pre and post intervention.9Results: The PCPs and the support staff who were part of this DNP QI project agreed that developing VVC Champions, as well as providing additional training and resources to staff facilitated using the VVC. However, the data indicated that despite the interventions, providers continued to conduct face-to-face and telephone visits more than VVC.Conclusions and Recommendations: Developing VVC Champions as well as providing additional training and troubleshooting tips to staff can improve confidence in utilizing the VVC in a VA primary care setting. However these interventions may not increase the use of the VVC. Further research is needed to understand and address ongoing barriers in utilizing the VVC in VA primary care clinics.

Increasing Access to Care for Veterans: Improving the Utilization of the VA Video Connect (VVC)
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Created on 2/8/2023
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Additional Information

Publication

Dissertation

Language: English

Date: 2023

Keywords

VA Telehealth, VA Video Connect, VVC, VA Primary Care, VHA Telehealth

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