Kato Ken, O'Malley Kimberly J
Department of Medical Information and Management Science, Nagoya University Graduate School of Medicine, Nagoya, Japan.
Mil Med. 2007 Aug;172(8):818-23. doi: 10.7205/milmed.172.8.818.
This study assessed veteran perceptions of the eligibility process for health care services in the Department of Veterans Affairs (VA) and the relationship of those perceptions to trust in the U.S. health care system. The study also examined how veteran perceptions of the eligibility process and trust were related to satisfaction.
A total of 124 veterans participated in this study, and data were analyzed with a general linear models approach.
Three factors constituted the measure of veteran perceptions of the eligibility process, including meeting eligibility expectations, powerlessness, and complexity. The meeting eligibility expectations factor was found to moderate the relationship between trust and satisfaction. The powerlessness factor was found to be associated with satisfaction.
Veteran perceptions of the eligibility process in the VA influence patient satisfaction. The armed services and the VA might improve veteran perceptions of the eligibility process and subsequent satisfaction by clearly explaining benefits available to veterans, offering education on the eligibility process, and clearly communicating about the eligibility process.
本研究评估了退伍军人对退伍军人事务部（VA）医疗服务资格认定流程的看法，以及这些看法与对美国医疗系统信任度之间的关系。该研究还考察了退伍军人对资格认定流程的看法和信任度如何与满意度相关联。
共有124名退伍军人参与了本研究，采用一般线性模型方法对数据进行分析。
退伍军人对资格认定流程的看法衡量指标由三个因素构成，包括符合资格期望、无力感和复杂性。发现符合资格期望这一因素调节了信任与满意度之间的关系。发现无力感因素与满意度相关。
退伍军人对VA资格认定流程的看法会影响患者满意度。军队和VA可以通过清晰解释退伍军人可享受的福利、提供资格认定流程相关教育以及就资格认定流程进行清晰沟通，来改善退伍军人对资格认定流程的看法及后续满意度。
