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Virtual health services improved access to behavioral health and substance use disorder care for military members, successfully connecting patients to providers across diverse locations. This innovative approach demonstrated promising results in managing demand and ensuring timely treatment.

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Area of Science:

  • Telehealth and Digital Health
  • Military Health Systems
  • Behavioral Health Services

Background:

  • An innovative virtual health initiative was implemented in June 2022 across Defense Health Agency Region-Europe to address unmet demand for behavioral health and substance use disorder services.
  • The program aimed to improve access for active duty service members and optimize military clinic utilization, extending services to remote operational locations with care gaps.

Purpose of the Study:

  • To review the process and performance of a virtual health strategy for managing behavioral health and substance use disorder service demand.
  • To enhance access to care for active duty service members and improve the utilization of military behavioral health clinics.

Main Methods:

  • A centralized screening process and business rules were developed by clinical leaders and Virtual Medical Center-Europe staff.
  • Patients facing delays (over 28 days) or referred from remote locations were offered virtual video appointments.
  • The Behavioral Health Integrated Support Network (BHISN) clinic screened patients for virtual care appropriateness, utilizing the military health system's video connect platform.

Main Results:

  • Between June 2022 and November 2023, 131 patients completed virtual visits, with 59% being active duty service members and 39% enrolled in Tricare Prime Remote.
  • Forty-four percent of patients continued with virtual therapy, indicating good follow-up care, and the no-show rate was low at 7%.
  • Virtual care was successfully delivered to 18 countries across Europe, the Middle East, and Africa.

Conclusions:

  • The Virtual Medical Center-Europe, Army Europe Behavioral Health, and Substance Use leadership collaborated to optimize program performance.
  • Dedicated support staff and a central scheduling cell are crucial for the BHISN program's success, requiring some local control relinquishment.
  • BHISN shows initial success in managing demand and connecting patients to behavioral health and substance use care through a virtual video service in a complex operating environment.