Veteran Experiences and Satisfaction With Veterans Affairs Call Centers' Tele-Triage and Virtual Urgent Care Appointments: Qualitative Evaluation.

ABSTRACT:

Background

Virtual health care models that incorporate registered nurse triage with rapid access to same-day virtual visits with clinicians represent a growing innovation in health care delivery. While traditional telephone advice lines focus primarily on registered nurse-led triage and care navigation, systems such as the Department of Veterans Affairs (VA) are beginning to embed physicians and advanced practice providers directly into these platforms. This hybrid model has the potential to enhance clinical responsiveness, reduce unnecessary emergency department and urgent care visits, and increase patient satisfaction by providing timely care from home.

Objective

This study aimed to explore Veterans' experiences and perceptions of the VA's integrated virtual triage and urg

SUBMITTER: Gray C 

PROVIDER: S-EPMC12604740 | biostudies-literature | 2025 Nov

REPOSITORIES: biostudies-literature