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1 in 3 Female Vets Dissatisfied with VA Healthcare

 |  By John Commins  
   March 25, 2011

A survey of women military veterans has found widespread distrust and dissatisfaction with healthcare services offered by the Department of Veterans Affairs.

The survey of 3,012 U.S. military women veterans worldwide released this week by the American Legion measured 10 attributes of VA service quality, including: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, tangibles and understanding the customer.

The perception of the Veterans Affair healthcare system is dim. "Many women veterans have either chosen not to enroll in VA services, or are unaware of the medical benefits they have earned through their service in the Armed Forces. Other Women Veterans may have negative or ambivalent perceptions of healthcare delivery through the VA Healthcare System," the report says.  

"Research on this subject is important, yet it's lacking," said Verna Jones, director of the American Legion's Veterans Affairs & Rehabilitation Division.

"Women represent a vastly growing portion of U.S. veterans, comprising almost 20% of our armed forces and representing the fastest growing population of the VA healthcare system."

Among the findings of The American Legion Women Veterans Survey Report:

  • One in three female VA healthcare users reported they were dissatisfied with their most recent experience with VA's Women Veterans Program Manager, who counsels female patients in the system. The survey suggests there is room for significant improvement for VA to provide gender-specific services such as PAP smears and mammograms.
  •  38% of the survey's respondents said they wouldn't use a VA doctor for a second opinion – even if that opinion was offered at no charge.
  •  Nearly 40% of female veterans say they're dissatisfied with the mandatory screening process for military sexual trauma.
  • About 30% of respondents reported that they were not allowed an appropriate amount of time with their provider to discuss their specific health-related issues.
  • 38% expressed at least some level of dissatisfaction when asked to compare the credibility of healthcare provided by VA against similar services provided by private practitioners – 11% were "very dissatisfied."

  •  Almost 25% of the respondents rated the convenience of VA facilities locations as poor, indicating that gender-specific care is difficult to obtain for a significant number of women.
  • More than 25% of those surveyed expressed dissatisfaction with VA in security-related issues – especially the degree of sensitivity surrounding a patient's personal information.
  • Approximately 25% of the respondents said they were dissatisfied with the level of competence demonstrated by VA healthcare providers when compared to private practitioners.
  • Almost 25% of the respondents gave VA a courtesy rating of less than positive.

The online, 67-question survey was conducted in January by ProSidian Consulting, LLC, based in Charlotte, NC.

Only about 25 percent of the 1.8 million Women Veterans are using the Department of Veterans Affairs (VA) Healthcare System.

"We found in our survey about 66% of the women not only registered for VA healthcare service, but they also maintained their private healthcare service," said Adrian Woolcock, managing principal of ProSidian. "In addition in that subset, only 40% have ever used VA. The women veterans overall do know what their benefits are. It's really a matter of focusing on improving the quality of service provided to women veterans."

Jones said the survey results provided insight about the gap between desired and actual performance of the VA healthcare system for women using it. Of the 2,936 respondents who answered that specific question, 63% were enrolled in the VA healthcare system. Of those, almost 30% were dissatisfied with the "reliability" of healthcare provided by the VA when compared to private healthcare providers, and more than 30% were dissatisfied when they compared the "responsiveness" of VA to that of private healthcare providers.

"The results from this survey will be used to refine The American Legion's outreach efforts (and) enhance its written and oral testimony to Congress and federal agencies," Jones said. "The survey results will also help identify unmet needs among women veterans and guide the development of strategic remedies."

More than one-third of respondents were between ages 52 and 61, and 25% were ages 42-51.

Eighty percent were white, and more than 68% were non-combat veterans.

Some of the veterans who took the survey said they didn't want a separate VA healthcare system for women; rather, they want the same quality healthcare that men receive but tailored to meet gender-specific needs. Others said they hesitate to use VA facilities because they can't get child care on the days of their appointments.

"Changes in culture take time, and VA is starting to change its approach dealing with women veterans," said American Legion National Commander Jimmie L. Foster said. "The American Legion wants to help VA make this important transition. VA health care needs to be more reliable, responsive and competent in its treatment of women."

A copy of the 82-page survey was delivered to VA Secretary Eric Shinseki this week during the Legion's 51st Annual Washington Conference.

The complete report may be viewed here.

John Commins is a content specialist and online news editor for HealthLeaders, a Simplify Compliance brand.

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