Optimizing the Military Health System Video Connect Platform in the Defense Health Network-National Capital Region...

The Military Health System (MHS), like civilian health systems, has experienced rapid telehealth adoption in recent years in its efforts to improve cost, access, provider efficiency, and health outcomes. This study explored ways to execute a successful integration of video visits into daily clinic functions via the MHS Video Connect (VC) platform, and to assess satisfaction using a previously published tool. Results are expected to inform discussion for improvement of virtual health in the MHS and the Nation.

We conducted key informant interviews between December 2023 and May 2024 of providers and staff at Walter Reed National Military Medical Center (WRNMMC) who were users of the MHS VC platform and who were recruited using a purposeful criterion sampling technique. Semi-structured, in-depth interviews were virtually conducted using separate interview guides for providers and staff. Interviews were transcribed verbatim and thematic analysis was conducted using NVivo Software and open coding techniques.

We interviewed 20 participants and reached saturation. At saturation, no new themes and or codes were yielded. Five overarching themes emerged from interviews: ease of use, benefits of use, quality of care, challenges of use, and suggestions to improve use. Ease of use varied among participants, with challenges identified in back-end infrastructure and quality of video connections at both patient and provider ends. Many participants believed that the virtual option made it easier for remotely located patients to receive care. Suggestions for improvement included adding features that would allow staff to draw and annotate as well as share documents with patients.

Our findings indicate the high acceptability of technology in the delivery of care in the MHS, which is seen to be a more efficient alternative to in-person visits, and which correlates with past findings on telehealth satisfaction among providers and staff. Additional features that allow providers to initiate direct calls, automate text reminders to patients within 24-hours before appointments, or require patient confirmation of virtual appointments by logging into the MHS GENESIS electronic health record system will collectively help with the optimization efforts of the MHS Video Connect platform.