“You want people to listen to you”: Patient experiences of women's healthcare within the Veterans Health Administration

Abstract

AbstractObjectiveTo identify constructs that are critical in shaping Veterans' experiences with Veterans Health Administration (VA) women's healthcare, including any which have been underexplored or are not included in current VA surveys of patient experience.Data Sources and Study SettingFrom June 2022 to January 2023, we conducted 28 semi‐structured interviews with a diverse, national sample of Veterans who use VA women's healthcare.Study DesignUsing VA data, we divided Veteran VA‐users identified as female into four groups stratified by age (dichotomized at age 45) and race/ethnicity (non‐Hispanic White vs. all other). We enrolled Veterans continuously from each recruitment strata until thematic saturation was reached.Data Collection/Extraction MethodsFor this qualitative study, we asked Veterans about past VA healthcare experiences. Interview questions were guided by a priori domains identified from review of the literature, including trust, safety, respect, privacy, communication and discrimination. Analysis occurred concurrently with interviews, using inductive and deductive content analysis.Principal FindingsWe identified five themes influencing Veterans' experiences of VA women's healthcare: feeling valued and supported, bodily autonomy, discrimination, past military experiences and trauma, and accessible care. Each emergent theme was associated with multiple of the a priori domains we asked about in the interview guide.ConclusionsOur findings underscore the need for a measure of patient experience tailored to VA women's healthcare. Existing patient experience measures used within VA fail to address several aspects of experience highlighted by our study, including bodily autonomy, the influence of past military experiences and trauma on healthcare, and discrimination. Understanding distinct factors that influence women and gender‐diverse Veterans' experiences with VA care is critical to advance efforts by VA to measure and improve the quality and equity of care for all Veterans.