1. Veterans’ Preferences for Proactive Outreach
“We All Have Different Stories:” Veterans’ Preferences for Proactive Outreach to Manage Chronic Conditions Ashley Jensen MPA3; Nicole Skursky BA3; Erica Sedlander MPH2; Katherine Barboza PhD2; Katelyn Bennett MPH1,3; Scott Sherman MD MPH1,2; Mark Schwartz MD 1,2
1 VA New York Harbor Healthcare System; 2 NYU Department of Population Health; 3 NYU Division of General Internal Medicine
OBJECTIVE
SUMMARY OF FINDINGS
To better understand veterans’ preferences for receiving proactive remote care between primary care visits.
Veterans’ Preferences for Proactive Outreach
“What’s happening now we kind of feel lost to the six months and come back in three to six months time.”
“You know, the best information I get is from a veteran.”
METHODS
Veterans with hypertension or current smoking histories participated in focus groups that explored facilitators and barriers to behavior change, experience with current outreach, and preferences for receiving additional care in-between outpatient visits.
Focus groups were audio-recorded, transcribed and coded. NVivo software was used for analysis.
Scope
Additional support & information
Linked to primary care team
Personnel Preferences
Understands and values military service
Has proficient Interpersonal skills
Concerns
Mode of Communication
Protection of privacy
Level of training
Tailored to individual level of technological familiarity and competence
“If you see that the person is sincere and kind when the phone rings with that number, you're going to get those images automatically and those are positive images.”
“I don’t mind somebody calling and checking up on me because that’s letting me know that you care....”
PARTICIPANTS AND SETTING
10 Focus groups (4 female only, 6 male only) at the Manhattan and Brooklyn campuses of the VA NY Harbor Healthcare System (n = 77)
“I'd rather have a nurse or a physician call me. If I opted for that, because I need to have somebody that's on the same … like educational par.”
“The ‘myhealthevet’ messaging is the best way (be)cause it won’t really bother people.”
CHARACTERISTICS
% Participants (n)
Male
56% (43)
African American
64% (49)
Mean Age (years) 59
Hypertension
78% (60)
Current or Former Smoker
77% (56)
Some college/college graduate
75% (53)
Currently employed
30% (22)
Reports use of My HealtheVet
Reports use of VA Telehealth Service
13% (10)
Reports use of VA Nursing Helpline
19% (15)
Owns an internet-enabled device (smart phone, computer or tablet)
70% (54)
“Because if they're not a licensed professional, I'd feel kind of awkward about them knowing my medical history, other than that I wouldn't mind.”
“So I don’t have a computer. I have a cell phone and I don’t understand that one either. I’m old fashioned.”
CONCLUSIONS AND RECOMMENDATIONS
Veterans are receptive to proactive outreach for management of chronic conditions especially if it is personalized to their individual needs. They expressed concerns regarding privacy protection and limited accessibility to personal health information. Additionally, veterans reported that outreach personnel should be directly linked to their primary care team and appropriately trained to disseminate information and answer questions about their health status. Study results will inform the design of future outreach efforts.