Veteran Experiences and Satisfaction With Veterans Affairs Call Centers’ Tele-Triage and Virtual Urgent Care Appointments: Qualitative Evaluation

Veterans are highly satisfied with the VA Health Connect model, valuing its timeliness, convenience, and the professionalism of clinical staff. Effective promotion and clear communication about the capabilities and limitations of the service could further enhance user experience and uptake. As this integrated care model continues to evolve, its success will depend on effectively integrating virtual services into routine care and ensuring Veterans are well-informed and confident in using these resources.