One Year Later- El Paso 2015 VA FINAL

One Year Later: El Paso VA Health Access and Facility Survey

By

Mathew S. McElroy, MPA, MS, AICP

with

The Office of Congressman Beto ORourke

July 17, 2015

1

Foreword by Congressman Beto ORourke El Paso VA Health Access and Facility Survey

This is our second annual survey of El Paso veterans to determine the true state of VA healthcare in this region. It is conducted in an effort to ensure that wemy office, the VA, veterans and the larger publicget the unvarnished truth directly from the people the VA system is intended to serve. While we saw small improvements in some areas of service, the overall picture of healthcare access in El Paso remains disappointing and unacceptable.

77 days, on average, to see a primary or specialty care provider

64 days to see a mental health provider

34% of veterans are not able to get a mental healthcare appointment at all And, in an indication of how we might begin to address the issues of demand and access,

82% of El Paso veterans said they do not care whether their healthcare is delivered at the VA or within the community, as long as it is timely.

I am confident that we can improve the access and quality of care in El Paso. By working with the VA, local healthcare providers and veterans themselves, the community is developing a plan to make the most of resources in this region and ensure that every veteran gets timely, quality care. This plan will address the consistent failure to provide for access to mental health care, a crisis for El Paso veterans who have come to realize that care delayed has become care denied. What makes this community plan to address veterans' access to care possible is the data provided by veterans that demonstrates the scope of the problem and hints at the solutions that will be necessary to solve it. I am grateful to the El Paso region's veterans for their service, both in uniform and now as we work together to improve VA healthcare. As my dad would tell me, "that which is measured tends to improve." We will continue to measure through these surveys and work with the community and the VA to ensure that the necessary improvements follow. Sincerely,

- Beto ORourke

16th Congressional District, Texas

Thanks to the success and utility of this survey, my colleagues in Congress have asked how we can replicate this process in their communities. In response, I authored the Ask Veterans Act (HR 1319), which requires independent surveys of veterans on access and quality of VA healthcare throughout the country. This bill is sponsored by Republican and Democratic members and we are optimistic that it will see passage. This Congress and El Paso will help lead the way to an improved, more accountable VA. - Beto ORourke

2

El Paso VA Health Access and Facility Survey

This effort focuses on three major issue sets raised regarding healthcare provided at the El Paso VA:

1. A measure of change in quality of service provided by the VA over the last year. This

survey replicates the great majority of the questions used in the June 4, 2014 report.

However, a short battery of questions was added that deal specifically with

respondents evaluation of the change in service at the El Paso VA and their ability to

take advantage of those changes, such as the VA Choice program, and a question for

female respondents on their preference for the sex of their medical provider;

2. Quality of and access to mental and primary health care. This includes the ability to

schedule appointments, the quality of care provided, and time spent with a provider;

and,

3. The adequacy of the current VA facility. This section measures whether veterans would

like to see the current facility expanded. Also included are measures of satisfaction with

the current facility, wait times to see a non-mental health care provider, and overall

experience when receiving non mental health care.

In addition, a brief demographics battery containing typical questions on age, years of

service, education level, years of separation from service, and employment status is included.

Veterans' opinions were obtained via survey, with a total of 1,108 responses collected.

The results shed light on a number of issues that warrant attention and comparison against care

provided in other regions. These measures should continue to be benchmarked regularly by a

third party to ensure that issues of concern are addressed.

Methodology

The population for this survey was provided by the Office of Texas 16th Congressional

District and comprised of a listing of 20,208 veterans within the district, representing a

meaningful portion of the entire veteran community in El Paso County. The list of veterans was

matched to phone numbers and email addresses by a third party service provider and the

3

congressional office. Once this was done, a sample of the full population was selected randomly

to participate.

The author and senior staff from the 16th District updated this years survey instrument.

Additions were primarily for measuring change in quality of service over the last year and one

question for female veterans as to their preference for the sex of their medical provider. The

original instrument was constructed after an extensive review of existing documents, such as

the Inspector Generals report on the El Paso VA and published healthcare and mental

healthcare access studies. The original survey instrument was independently tested by three

different focus groups of local veterans. The panels included patients who had received care at

the El Paso VA for several years and representatives from veterans service organizations that

aid veterans in receiving care and helping them navigate the appointment making and benefits

processes.

The surveys were fielded by telephone and email. A total of 1,108 surveys were

completed via SurveyMonkey (protected for duplicates, forwarding prohibited) and an

automated telephone polling system (PrecisionPolling). Veterans were contacted first by email

(four waves), then via telephone (three waves) to provide ample opportunity to participate. All

survey data collection concluded on June 20, 2015.

It is also important to note that these results reflect the experiences of veterans within

the 16th District and that geographic area differs from the full area served by the El Paso VA.

This, in addition to respondents ability to provide exact dates by immediate recall, will lead to

some differences between VA reported statistics and those here. However, the experiences of

veterans are a critical triangulation and evaluation component for measuring improvements in

access to care.

- Mathew S. McElroy, MPA, MS, AICP

4

Key Findings - El Paso VA Health Care Access and Facility Survey

The findings of the current research are provided below, with the newest questions

listed first as they are likely of greatest interest to the reader. The remaining results are shown

side by side with the results of the survey conducted in 2014.

The results are very stable from year to year. While the level of change is small in critical

areas like wait times, there are slight improvements in almost all measures of care. For

those questions measured in percentages, the improvement is generally under five

points, although day measures such as length of time to see a mental health care

provider improved by 7 days (from 71 to 63.85 days).

Compared to a year ago, 33.3 percent of respondents believed that service in the El

Paso VA system greatly or somewhat improved, while 18 percent believed it was much

or somewhat worse. 48.8 percent felt service was the same.

56 percent of respondents said the El Paso VA had not adequately explained their ability

to participate in the VA Choice program.

81.5 percent of respondents said it was most important to them that they receive

timely access to health care regardless if it is provided at the VA or by a provider in the

community. 18.5 percent preferred to get their care at the El Paso VA regardless of

wait times.

66.7 percent of respondents were sent to a provider or doctor outside the VA.

66 percent of respondents were satisfied or very satisfied with the community medical

provider they saw.

26.4 percent of respondents were unsatisfied or very unsatisfied with how the VA

shared their medical records and other important information related to their

healthcare with other providers or doctors they saw in the community. 38.7 percent

were satisfied or very satisfied.

Side by side comparisons for matching questions year over year are provided in the tables

below. Full results are provided in the Appendix.

5

Question 2014 2015

Have you attempted to make an appointment for mental healthcare services at the El Paso VA clinic in the last 24 months?

Yes 36.6 36.9

No 63.4 63.1

Were you able to obtain a mental health appointment?

Yes 63.5 65.6

No 36.5 34.4

Was the mental health appointment for:

An initial visit/appointment 19 17.8

Regular or follow up appointment 76.6 77.5

Unsure 4.4 4.7

At your most recent mental health appointment, did you see:

A counselor (counselor, social worker, psychologist) 58.8 60.5

A psychiatrist 31.1 30

Unsure 10.1 9.5

How many days went by between your request for the appointment and seeing a mental health care provider? 71 day average 63.85 day average

When you received a mental health appointment, how many times did the El Paso VA have to cancel or reschedule it? average of 1 average of 1

In the last 24 months, if you attended your VA mental healthcare appointment, how much time did the provider spend with you? 42 minute average 42 minute average

In your opinion, was the time allotted for your appointment appropriate to address your mental healthcare needs?

Yes 58.8 60.7

No 27 25.5

Unsure 14.2 13.8

If you received mental healthcare services at the El Paso VA, using a number between 0 and 10, where 0 is the worst experience possible and 10 is the best experience possible, please rate the quality of mental healthcare you received. 5.43 average 6.55 average

Have you put off your mental health care because of the difficulty in obtaining an appointment?

Yes 42.5 40.2

No 49.6 53.4

Unsure 7.9 6.4

Do you believe any untreated mental health issues made it harder to schedule your appointments?

Yes 32.9 31.6

No 39.6 45.8

Unsure 27.5 22.5

6

Question 2014 2015

Not including mental health, have you been treated at the Department of Veterans Affairs health facility in El Paso in the

last three years?

Yes 79.5 82.4

No 20.5 17.6

Not including mental health, was your most recent health care visit:

Within the last year 88.7 86.1

Between 1 and 2 years ago 9.2 10.4

Over 2 years ago 2.1 3.5

Not including mental health, was your most recent health care appointment for:

Primary healthcare services (general medicine, family medicine) 56.1 60.1

Specialty healthcare services (such as cardiology, neurology, sleep clinic, orthopedics) 37.9 33.2

Urgent care or triage nurse (sick call, walk in triage) 3 4.3

Unsure 3 2.4

Not including regularly scheduled routine care visits, how many days went by between your request for your most recent non-mental health appointment and seeing a healthcare provider? 85 day average 77.4 day average

Including mental health, how many times per year on average do you have a health appointment at the El Paso VA?

9.7 appointments average

7.91 appointments

average

Not including mental health, how would you rate your overall level of satisfaction with the care provided at the VA clinic? 3.1 average 3.1 average

Very unsatisfied 15.3 15.9

Unsatisfied 19.6 20.4

Unsure/Neutral 16.4 18.6

Satisfied 34 32.3

Very satisfied 14.7 12.8

Not including mental health, have you had to travel to a VA healthcare facility outside of El Paso within the last three years

for treatment because the service was not available locally?

Yes 10.8 12.6

No 86.6 86.7

Unsure 2.6 0.7

7

Question 2014 2015

Compared to a year ago, in your judgment the service of the El Paso VA Health Care System:

Has greatly improved N/A 9

Has somewhat improved N/A 24.3

Is more or less the same N/A 48.8

Is somewhat worse N/A 11.1

Is much worse N/A 6.9

Has the El Paso VA sufficiently explained your eligibility and rights to participate in the VA Choice program?

Yes N/A 31.6

No N/A 56

Unsure N/A 12.4

It is important to me that...

I receive all of my health care at the VA regardless of wait times N/A 18.5

I receive timely access to health care regardless if it is provided at the VA or by a provider in the community N/A 81.5

Has the VA sent you to see a provider or doctor outside of the VA?

Yes N/A 66.7

No N/A 32.3

Unsure N/A 1

How would you rate your overall level of satisfaction with the community medical provider you saw?

Very unsatisfied N/A 12.3

Unsatisfied N/A 8

Unsure/Neutral N/A 13.7

Satisfied N/A 41.6

Very satisfied N/A 24.4

How would you rate the VA for sharing your medical records and other important information related to your healthcare with other providers or doctors you may have seen in the community?

Very unsatisfied N/A 11.2

Unsatisfied N/A 15.2


Satisfied N/A 31.6

Very satisfied N/A 7.1

8

Question 2014 2015

Which of the following is most important to you with regard to the current VA facility in El Paso?

Access to expanded and improved primary care (general medicine, family medicine) 34.8 37.4

Access to expanded specialty care (such as cardiology, neurology, sleep clinic, orthopedics) 25.3 29.4

Ability to be admitted to a hospital bed within a VA hospital 7.9 3.6

Access to better mental health care 9.4 9.2

Not having to travel outside of El Paso for medical care 10.3 12.6

Unsure 12.1 7.7

Do you believe the VA facility in El Paso should be expanded?

Yes 88.5 87.1

No 4 4.4

Unsure 7.5 8.5

How would you rate your overall level of satisfaction with the current VA medical facilities?

Very unsatisfied 16.2 15.1

Unsatisfied 23.1 21

Unsure/Neutral 24.6 30.2

Satisfied 28.6 27.9

Very satisfied 7.5 5.7

What is your gender?

Female 9.4 12.3

Male 90.6 87.7

(If female) How important to you is it to see a female provider or doctor?

Very Important N/A 29.4

Somewhat important N/A 19


Somewhat not important N/A 11.9

Not important N/A 23

What is the highest level of education you have completed?

Less than high school 0.5 0.9

High school diploma/GED 18.9 24.5

Associates degrees 30.8 29.5

4 year degree (Bachelors) 27.5 26.4

Masters degree or higher 22.3 18.7

9

Question 2014 2015

Do you currently have health insurance aside from the coverage provided by the VA?

Yes 71.5 70.4

No 25.9 27.4

Unsure 2.5 2.1

Are you currently employed?

Yes 34.3 34.5

No 31.1 31.1

Retired 33.5 33.6

Unsure 1.1 0.7

10

Appendix A

11

Have you attempted to make an appointment for mental healthcare

services at the El Paso VA clinic in the last 24 months?

Frequency Percent Valid Percent

Cumulative

Percent

Valid Yes 409 36.9 36.9 36.9

No 699 63.1 63.1 100.0

Total 1108 100.0 100.0

Were you able to obtain a mental health appointment?


Cumulative

Percent

Valid Yes 276 24.9 65.6 65.6

No 145 13.1 34.4 100.0

Total 421 38.0 100.0

Missing System 687 62.0

Total 1108 100.0

Was the mental health appointment for:


Cumulative

Percent

Valid An initial

visit/appointment 49 4.4 17.8 17.8

Regular or follow up

appointment 214 19.3 77.5 95.3

Unsure 13 1.2 4.7 100.0

Total 276 24.9 100.0


Total 1108 100.0

12

At your most recent mental health appointment, did you see:


Cumulative

Percent

Valid A counselor

(counselor, social

worker,

psychologist)

147 13.3 60.5 60.5

A psychiatrist 73 6.6 30.0 90.5

Unsure 23 2.1 9.5 100.0

Total 243 21.9 100.0


Total 1108 100.0

13

How many days went by between your request for the appointment and

seeing a mental health care provider? Please enter the number of days

(between 0 and 365).


Cumulative

Percent

Valid 0 9 .8 3.7 3.7

1 2 .2 .8 4.5

3 2 .2 .8 5.3

4 1 .1 .4 5.8

5 2 .2 .8 6.6

6 1 .1 .4 7.0

7 11 1.0 4.5 11.5

9 1 .1 .4 11.9

10 7 .6 2.9 14.8

12 2 .2 .8 15.6

14 16 1.4 6.6 22.2

15 7 .6 2.9 25.1

16 1 .1 .4 25.5

20 1 .1 .4 25.9

21 4 .4 1.6 27.6

24 2 .2 .8 28.4

25 4 .4 1.6 30.0

27 2 .2 .8 30.9

28 1 .1 .4 31.3

30 33 3.0 13.6 44.9

31 2 .2 .8 45.7

32 1 .1 .4 46.1

34 1 .1 .4 46.5

36 1 .1 .4 46.9

38 1 .1 .4 47.3

39 1 .1 .4 47.7

40 5 .5 2.1 49.8

42 1 .1 .4 50.2

45 8 .7 3.3 53.5

60 34 3.1 14.0 67.5

65 1 .1 .4 67.9

14

70 1 .1 .4 68.3

80 1 .1 .4 68.7

90 36 3.2 14.8 83.5

120 12 1.1 4.9 88.5

130 1 .1 .4 88.9

150 1 .1 .4 89.3

151 1 .1 .4 89.7

165 1 .1 .4 90.1

180 15 1.4 6.2 96.3

185 1 .1 .4 96.7

210 2 .2 .8 97.5

250 1 .1 .4 97.9

270 1 .1 .4 98.4

345 1 .1 .4 98.8

365 3 .3 1.2 100.0

Total 243 21.9 100.0


Total 1108 100.0

15

When you received a mental health appointment, how many times did the

El Paso VA have to cancel or reschedule it? Please indicate a number.

Enter 0 if appointment was never canceled or rescheduled.


Cumulative

Percent

Valid 0 145 13.1 59.7 59.7

1 46 4.2 18.9 78.6

2 28 2.5 11.5 90.1

3 11 1.0 4.5 94.7

4 6 .5 2.5 97.1

5 3 .3 1.2 98.4

6 1 .1 .4 98.8

10 2 .2 .8 99.6

45 1 .1 .4 100.0

Total 243 21.9 100.0


Total 1108 100.0

16

In the last 24 months, if you attended your VA mental healthcare

appointment, how much time did the provider spend with you? Please

enter the number of minutes:


Cumulative

Percent

Valid 0 9 .8 3.7 3.7

1 2 .2 .8 4.5

3 2 .2 .8 5.3

5 4 .4 1.6 7.0

7 1 .1 .4 7.4

10 3 .3 1.2 8.6

15 15 1.4 6.2 14.8

16 1 .1 .4 15.2

20 12 1.1 4.9 20.2

24 1 .1 .4 20.6

25 3 .3 1.2 21.8

30 51 4.6 21.0 42.8

35 2 .2 .8 43.6

40 5 .5 2.1 45.7

45 34 3.1 14.0 59.7

50 5 .5 2.1 61.7

55 2 .2 .8 62.6

60 81 7.3 33.3 95.9

70 2 .2 .8 96.7

75 1 .1 .4 97.1

85 1 .1 .4 97.5

90 3 .3 1.2 98.8

120 2 .2 .8 99.6

240 1 .1 .4 100.0

Total 243 21.9 100.0


Total 1108 100.0

17

In your opinion, was the time allotted for your appointment appropriate to

address your mental healthcare needs?


Cumulative

Percent

Valid Yes 145 13.1 60.7 60.7

No 61 5.5 25.5 86.2

Unsure 33 3.0 13.8 100.0

Total 239 21.6 100.0


Total 1108 100.0

If you received mental healthcare services at the El Paso VA, using a

number between 0 and 10, where 0 is the worst experience possible and 10

is the best experience possible, please rate the quality of healthcare you

received


Cumulative

Percent

Valid 0 11 1.0 4.6 4.6

1 5 .5 2.1 6.7

2 8 .7 3.3 10.0

3 7 .6 2.9 13.0

4 14 1.3 5.9 18.8

5 37 3.3 15.5 34.3

6 24 2.2 10.0 44.4

7 34 3.1 14.2 58.6

8 33 3.0 13.8 72.4

9 24 2.2 10.0 82.4

10 42 3.8 17.6 100.0

Total 239 21.6 100.0


Total 1108 100.0

18

Have you put off your mental health care because of the difficulty in

obtaining an appointment?


Cumulative

Percent

Valid Yes 150 13.5 40.2 40.2

No 199 18.0 53.4 93.6

Unsure 24 2.2 6.4 100.0

Total 373 33.7 100.0


Total 1108 100.0

Do you believe any untreated mental health issues made it harder to

schedule your appointments?


Cumulative

Percent

Valid Yes 118 10.6 31.6 31.6

No 171 15.4 45.8 77.5

Unsure 84 7.6 22.5 100.0

Total 373 33.7 100.0


Total 1108 100.0

Not including mental health, have you been treated at the Department of

Veterans Affairs health facility in El Paso in the last three years?


Cumulative

Percent

Valid Yes 879 79.3 82.4 82.4

No 188 17.0 17.6 100.0

Total 1067 96.3 100.0


Total 1108 100.0

19

Not including mental health, was your most recent health care visit:


Cumulative

Percent

Valid Within the last year 721 65.1 86.1 86.1

Between 1 and 2

years ago 87 7.9 10.4 96.5

Over 2 years ago 29 2.6 3.5 100.0

Total 837 75.5 100.0


Total 1108 100.0

Not including mental health, was your most recent health care appointment for:


Cumulative

Percent

Valid Primary healthcare

services (general

medicine, family

medici

503 45.4 60.1 60.1

Specialty healthcare

services (such as

cardiology,

neurology

278 25.1 33.2 93.3

Urgent care or triage

nurse (sick call, walk

in triage)

36 3.2 4.3 97.6

Unsure 20 1.8 2.4 100.0

Total 837 75.5 100.0


Total 1108 100.0

20

Not including regularly scheduled routine care visits, how many days went

by between your request for your most recent non-mental health

appointment and seeing a healthcare provider? Please enter number of

days.


Cumulative

Percent

Valid 0 81 7.3 9.7 9.7

1 18 1.6 2.2 11.8

2 12 1.1 1.4 13.3

3 9 .8 1.1 14.3

4 7 .6 .8 15.2

5 7 .6 .8 16.0

6 4 .4 .5 16.5

7 17 1.5 2.0 18.5

8 4 .4 .5 19.0

9 1 .1 .1 19.1

10 27 2.4 3.2 22.3

12 7 .6 .8 23.2

14 39 3.5 4.7 27.8

15 25 2.3 3.0 30.8

16 1 .1 .1 30.9

17 2 .2 .2 31.2

18 1 .1 .1 31.3

19 1 .1 .1 31.4

20 21 1.9 2.5 33.9

21 10 .9 1.2 35.1

22 1 .1 .1 35.2

24 1 .1 .1 35.4

25 11 1.0 1.3 36.7

28 2 .2 .2 36.9

29 1 .1 .1 37.0

30 103 9.3 12.3 49.3

32 3 .3 .4 49.7

35 7 .6 .8 50.5

36 2 .2 .2 50.8

21

37 1 .1 .1 50.9

38 1 .1 .1 51.0

39 1 .1 .1 51.1

40 10 .9 1.2 52.3

41 1 .1 .1 52.4

42 1 .1 .1 52.6

45 32 2.9 3.8 56.4

46 1 .1 .1 56.5

47 1 .1 .1 56.6

50 4 .4 .5 57.1

54 1 .1 .1 57.2

55 1 .1 .1 57.3

60 73 6.6 8.7 66.1

64 1 .1 .1 66.2

65 1 .1 .1 66.3

70 2 .2 .2 66.5

72 1 .1 .1 66.7

75 1 .1 .1 66.8

80 1 .1 .1 66.9

88 2 .2 .2 67.1

90 79 7.1 9.4 76.6

94 1 .1 .1 76.7

95 1 .1 .1 76.8

98 1 .1 .1 76.9

99 1 .1 .1 77.1

100 8 .7 1.0 78.0

105 1 .1 .1 78.1

115 1 .1 .1 78.3

120 26 2.3 3.1 81.4

130 1 .1 .1 81.5

150 12 1.1 1.4 82.9

160 2 .2 .2 83.2

164 1 .1 .1 83.3

165 1 .1 .1 83.4

170 1 .1 .1 83.5

180 45 4.1 5.4 88.9

22

182 2 .2 .2 89.1

184 1 .1 .1 89.2

186 1 .1 .1 89.4

187 2 .2 .2 89.6

188 1 .1 .1 89.7

200 9 .8 1.1 90.8

210 5 .5 .6 91.4

240 5 .5 .6 92.0

243 1 .1 .1 92.1

269 1 .1 .1 92.2

270 3 .3 .4 92.6

280 1 .1 .1 92.7

290 1 .1 .1 92.8

300 6 .5 .7 93.5

303 1 .1 .1 93.7

330 1 .1 .1 93.8

345 1 .1 .1 93.9

355 1 .1 .1 94.0

360 5 .5 .6 94.6

363 1 .1 .1 94.7

365 44 4.0 5.3 100.0

Total 837 75.5 100.0


Total 1108 100.0

23

Including mental health, how many times per year on average do you have

a health appointment at the El Paso VA?


Cumulative

Percent

Valid 0 46 4.2 5.5 5.5

1 146 13.2 17.4 22.9

2 179 16.2 21.4 44.3

3 106 9.6 12.7 57.0

4 89 8.0 10.6 67.6

5 44 4.0 5.3 72.9

6 54 4.9 6.5 79.3

7 9 .8 1.1 80.4

8 18 1.6 2.2 82.6

9 4 .4 .5 83.0

10 27 2.4 3.2 86.3

11 2 .2 .2 86.5

12 15 1.4 1.8 88.3

14 1 .1 .1 88.4

15 16 1.4 1.9 90.3

16 2 .2 .2 90.6

17 1 .1 .1 90.7

20 14 1.3 1.7 92.4

21 1 .1 .1 92.5

22 1 .1 .1 92.6

24 2 .2 .2 92.8

25 6 .5 .7 93.5

26 2 .2 .2 93.8

27 1 .1 .1 93.9

30 20 1.8 2.4 96.3

33 1 .1 .1 96.4

34 1 .1 .1 96.5

35 1 .1 .1 96.7

36 1 .1 .1 96.8

40 1 .1 .1 96.9

45 1 .1 .1 97.0

48 2 .2 .2 97.3

24

50 4 .4 .5 97.7

52 1 .1 .1 97.8

55 1 .1 .1 98.0

60 2 .2 .2 98.2

70 1 .1 .1 98.3

80 1 .1 .1 98.4

90 3 .3 .4 98.8

100 1 .1 .1 98.9

120 2 .2 .2 99.2

121 1 .1 .1 99.3

140 1 .1 .1 99.4

150 1 .1 .1 99.5

180 3 .3 .4 99.9

220 1 .1 .1 100.0

Total 837 75.5 100.0


Total 1108 100.0

25

Not including mental health, how would you rate your overall level of satisfaction

with the care provided at the VA clinic?


Cumulative

Percent

Valid Very unsatisfied 133 12.0 15.9 15.9

Unsatisfied 170 15.3 20.4 36.3

Unsure/Neutral 155 14.0 18.6 54.9

Satisfied 269 24.3 32.3 87.2

Very satisfied 107 9.7 12.8 100.0

Total 834 75.3 100.0


Total 1108 100.0

Not including mental health, have you had to travel to a VA healthcare

facility outside of El Paso within the last three years for treatment because

the service was not available locally?


Cumulative

Percent

Valid Yes 105 9.5 12.6 12.6

No 723 65.3 86.7 99.3

Unsure 6 .5 .7 100.0

Total 834 75.3 100.0


Total 1108 100.0

26

Compared to a year ago, in your judgement the service of the El Paso VA Health Care

System:


Cumulative

Percent

Valid Has greatly

improved 75 6.8 9.0 9.0

Has somewhat

improved 202 18.2 24.3 33.3

Is more or less the

same 406 36.6 48.8 82.1

Is somewhat worse 92 8.3 11.1 93.1

Is much worse 57 5.1 6.9 100.0

Total 832 75.1 100.0


Total 1108 100.0

Has the El Paso VA sufficiently explained your eligibility and rights to

participate in the VA Choice program?


Cumulative

Percent

Valid Yes 263 23.7 31.6 31.6

No 466 42.1 56.0 87.6

Unsure 103 9.3 12.4 100.0

Total 832 75.1 100.0


Total 1108 100.0

27

It is important to me that...


Cumulative

Percent

Valid I receive all of my

health care at the

VA regardless of

wait

154 13.9 18.5 18.5

I receive timely

access to health

care regardless if it

is p

678 61.2 81.5 100.0

Total 832 75.1 100.0


Total 1108 100.0

Has the VA sent you to see a provider or doctor outside of the VA?


Cumulative

Percent

Valid Yes 555 50.1 66.7 66.7

No 269 24.3 32.3 99.0

Unsure 8 .7 1.0 100.0

Total 832 75.1 100.0


Total 1108 100.0

How would you rate your overall level of satisfaction with the community medical

provider you saw?


Cumulative

Percent


Unsatisfied 44 4.0 8.0 20.3

Unsure/Neutral 76 6.9 13.7 34.0

Satisfied 230 20.8 41.6 75.6

Very Satisfied 135 12.2 24.4 100.0

28

Total 553 49.9 100.0


Total 1108 100.0

How would you rate the VA for sharing your medical records and other important

information related to your healthcare with other providers or doctors you may have

seen in the community?


Cumulative

Percent


Unsatisfied 84 7.6 15.2 26.4

Unsure/Neutral 193 17.4 34.9 61.3

Satisfied 175 15.8 31.6 92.9

Very Satisfied 39 3.5 7.1 100.0

Total 553 49.9 100.0


Total 1108 100.0

Which of the following is most important to you with regard to the current VA facility

in El Paso?


Cumulative

Percent

Valid Access to expanded

and improved

primary care

(general medici

309 27.9 37.4 37.4

Access to expanded

specialty care (such

as cardiology, neuro

243 21.9 29.4 66.8

Ability to be

admitted to a

hospital bed within a

VA hospital

30 2.7 3.6 70.5

Access to better

mental health care 76 6.9 9.2 79.7

29

Not having to travel

outside of El Paso

for medical care

104 9.4 12.6 92.3

Unsure 64 5.8 7.7 100.0

Total 826 74.5 100.0


Total 1108 100.0

Do you believe the VA facility in El Paso should be expanded?


Cumulative

Percent

Valid Yes 881 79.5 87.1 87.1

No 45 4.1 4.4 91.5

Unsure 86 7.8 8.5 100.0

Total 1012 91.3 100.0


Total 1108 100.0

How would you rate your overall level of satisfaction with the current VA medical

facilities?


Cumulative

Percent


Unsatisfied 213 19.2 21.0 36.2

Unsure/Neutral 306 27.6 30.2 66.4

Satisfied 282 25.5 27.9 94.3

Very satisfied 58 5.2 5.7 100.0

Total 1012 91.3 100.0


Total 1108 100.0

What is your gender?

30


Cumulative

Percent

Valid Female 124 11.2 12.3 12.3

Male 888 80.1 87.7 100.0

Total 1012 91.3 100.0


Total 1108 100.0

31

How important to you is it to see a female provider or doctor?


Cumulative

Percent

Valid Very Important 37 3.3 29.4 29.4

Somewhat important 24 2.2 19.0 48.4

Unsure/Neutral 21 1.9 16.7 65.1

Somewhat not

important 15 1.4 11.9 77.0

Not important 29 2.6 23.0 100.0

Total 126 11.4 100.0


Total 1108 100.0

Were you ever deployed to an active conflict?


Cumulative

Percent

Valid Yes 644 58.1 64.6 64.6

No 313 28.2 31.4 96.0

Unsure 40 3.6 4.0 100.0

Total 997 90.0 100.0


Total 1108 100.0

32

What is the highest level of education you have completed?


Cumulative

Percent

Valid Less than high

school 9 .8 .9 .9

High school

diploma/GED 243 21.9 24.5 25.4

Associates degrees 292 26.4 29.5 54.9

4 year degree

(Bachelors) 262 23.6 26.4 81.3

Masters degree or

higher 185 16.7 18.7 100.0

Total 991 89.4 100.0


Total 1108 100.0

Do you currently have health insurance aside from the coverage provided

by the VA?


Cumulative

Percent

Valid Yes 698 63.0 70.4 70.4

No 272 24.5 27.4 97.9

Unsure 21 1.9 2.1 100.0

Total 991 89.4 100.0


Total 1108 100.0

Are you currently employed?


Cumulative

Percent

Valid Yes 342 30.9 34.5 34.5

No 309 27.9 31.2 65.7

Retired 333 30.1 33.6 99.3

33

Unsure 7 .6 .7 100.0

Total 991 89.4 100.0


Total 1108 100.0

Descriptives Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

How many days

went by between

your request for the

appointment and

seeing a mental

health care

provider? Please

enter the number of

days (between 0

and 365).

243 0 365 63.85 65.629

When you received

a mental health

appointment, how

many times did the

El Paso VA have to

cancel or

reschedule it?

Please indicate a

number. Enter 0 if

appointment was

never canceled or

rescheduled.

243 0 45 1.01 3.177

In the last 24

months, if you

attended your VA

mental healthcare

appointment, how

much time did the

provider spend with

you? Please enter

the number of

minutes:

243 0 240 42.16 24.740

34

If you received

mental healthcare

services at the El

Paso VA, using a

number between 0

and 10, where 0 is

the worst

experience possible

and 10 is the best

experience

possible, please

rate the quality of

healthcare you

received.

239 .00 10.00 6.5481 2.74030

Not including

regularly scheduled

routine care visits,

how many days

went by between

your request for

your most recent

non-mental health

appointment and

seeing a healthcare

provider? Please

enter number of

days.

837 0 365 77.40 96.849

Including mental

health, how many

times per year on

average do you

have a health

appointment at the

El Paso VA?

837 0 220 7.91 19.249

35

Not including mental

health, how would

you rate your overall

level of satisfaction

with the care

provided at the VA

clinic?

834 1.00 5.00 3.0564 1.29472

Valid N (listwise) 225

One Year Later- El Paso 2015 VA FINAL

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