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Peer Technical Consultant: Veteran-Centric Technical Support Model for VA Home-Based Telehealth Programs.
Trevor Davis1, Peter Shore1, Mary Lu1
1is a psychologist and is a psychiatrist in the Mental Health Division, both at the VA Portland Healthcare System in Oregon. is the director of telehealth for the VA Northwest Health Network (VISN 20). Dr. Shore and Dr. Lu are also assistant professors in the Department of Psychiatry, Oregon Health and Science University in Portland.
Summary
Peer technical consultants are needed to help veterans with at-home telehealth technical issues. This support is crucial as more veterans use personal or VA-loaned devices for remote healthcare appointments.
Area of Science:
- Health Informatics
- Telemedicine Technology
Background:
- The rise of at-home telehealth services necessitates robust technical support.
- Veterans increasingly utilize personal and VA-provided devices for remote healthcare access.
Purpose of the Study:
- To identify the need for specialized technical support in veteran telehealth.
- To explore the role of peer technical consultants in addressing these needs.
Main Methods:
- Qualitative analysis of user support requests.
- Surveys assessing technical challenges faced by telehealth users.
Main Results:
- A significant demand exists for troubleshooting assistance with telehealth platforms and devices.
- Peer support models show promise in resolving technical difficulties efficiently.
Conclusions:
- Implementing peer technical consultant programs can enhance the reliability and accessibility of veteran telehealth.
- Addressing technical barriers is key to successful remote healthcare adoption for veterans.
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