Physician Attitudes About Veterans Affairs Video Connect Encounters

The US Department of Veterans Affairs (VA) launched the VA Video Connect (VVC) video conferencing platform to connect veterans with VA clinicians in 2018. We assessed practices, concerns, and perceptions toward VVC encounters among physicians within the VA New Mexico Healthcare System (VANMHCS).

Medicine Service Physicians of VANMHCS who had previously completed ≥ 1 VVC encounter were invited to semistructured interviews. Questions were constructed to assess the following domains: overarching views of video telehealth, perceptions of the VVC application, and barriers to the broad implementation of video telehealth. Interviews were assessed using a qualitative, open-coding approach. Themes were constructed both deductively, through direct responses to interview questions, and inductively, by identifying emerging patterns in the data.

Of the 64 physicians invited to participate, 13 (20%) were interviewed. Of those interviewed, 9 (69%) were female, 10 (77%) were specialists, 8 (62%) had been practicing for ≥ 10 years, and 7 (54%) completed ≥ 5 VVC visits. Interviews ranged from 10 to 25 minutes. Five themes were observed: (1) VVC software and internet connection issues affected implementation; (2) patient technological literacy affected both veteran and physician comfort with VVC; (3) integration of supportive measures is desired; (4) clinical video telehealth (CVT) services may increasingly enhance access to care; and (5) in-person encounters provided unique advantages over CVT.

Physicians believe VVC could lead to improved access to care for veterans facing geographical challenges. Efforts should focus on improving VVC user interface and addressing technological issues, educating veterans/physicians on the use of CVT, and integrating supportive measures for successful VVC encounters.