Date of Award

Fall 10-28-2024

Degree Type

Thesis

Degree Name

Master of Public Administration (MPA)

Abstract

This study evaluates the effectiveness of implementing multidisciplinary telehealth services within the largest administration of the Department of Veterans Affairs (VA), the Veterans Health Administration (VHA), to decrease patient wait times. Wait times for healthcare services, particularly for mental health and specialized care, have been a persistent challenge affecting veterans’ health outcomes, and the introduction of telehealth has been proposed as a strategic solution. This research employs a mixed-methods approach, combining quantitative data analysis of wait time records with qualitative interviews/surveys with healthcare providers and patients. The research focuses on key aspects of reducing wait times for post-telehealth implementation, patient satisfaction, and accessibility of telehealth technologies across multiple disciplines. The quantitative analysis involves a comparative assessment of wait times before and after telehealth integration, using statistical methods to ascertain significant differences. Qualitatively, the study captures feedback from both providers and veterans regarding their experiences and the perceived impact of telehealth on accessibility and quality of care.

This study provides critical insights into the scalability of telehealth services within the VHA and offers recommendations for optimizing telehealth practices to enhance healthcare delivery to veterans of the San Francisco VA Health Care System. The findings are expected to contribute to policy adjustments and operational strategies to improve the overall efficacy of the VA healthcare system in the San Francisco area.

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