Telehealth at the VA: High Tech, High Touch Health Care

by Maria Langlais

As costs rise, health care providers continue to search for ways to save money and increase efficiencies. While the old-fashioned house call may be a thing of the past, the Veteran's Health Administration (VA) is using innovative technology to bring the "high touch" personal approach back to health care.   

With over 6.9 million enrollees, the VA is the largest health care provider in the country. Their patients are also older, poorer and sicker than average. Without ongoing monitoring and assessment, patients with chronic diseases such as diabetes can end up in decline, using the emergency room or being admitted to the hospital more frequently, with longer stays.

The VA's response was to utilize telehealth technologies to deliver health care services in the home a high tech house call of sorts. A standard home telephone line connects patients with health care providers. Through devices such as text message machines, digital cameras and video phones, patients have direct access to providers. Better access and communication can result in improved self-care and disease management for the patients. 

Peggy Ryan-Dykes manages the Care Coordination Program of the VA Puget Sound Health Care System. Charged with coordinating the care for approximately 350,000 veterans in Washington, Oregon, Alaska and Idaho, the program's mission is to "provide the right care in the right place at the right time." According to Ryan-Dykes, for many patients, the right place is in their own homes. 

Telehealth candidates are typically patients with chronic conditions such as heart and lung diseases, diabetes, and mental illness who require ongoing monitoring and assessment by a health care professional. In the past, this meant one of two things: frequent trips to the doctor's office by the patient, or many visits to the home by a nurse both inconvenient and expensive options, particularly for those in rural areas.

The VA uses telehealth technologies in a number of ways. Using text messaging machines, patients can send their doctor regular updates on their health status everything from vital signs to how they might be feeling that day. The health care provider may respond with specific instructions or even words of encouragement. Patients can also use digital cameras to send photos of wounds so that providers can assess progress in healing. Video phones a device with which the patient and the health care provider are able to see each other gives providers a chance to observe the patient "in person," as well as enhancing the well being of socially isolated patients.

The VA's Telehealth programs are available to qualified veterans. If you are a veteran who is interested in telehealth, contact your primary care physician at the VA. The enrollment process includes a review of patient records and other specific needs, and an assessment of ability and willingness to participate. A Care Coordinator then determines which technology best fits the patient's needs.

To find out if you are eligible for veteran's health benefits, call  1-877-222-VETS or visit the enrollment overview information on the Veterans Health Administration's web site. 

VA Puget Sound
1660 South Columbian Way
Seattle, WA  98108
1-800-329-8387
1-206-762-1010