Improved User Experience
VA has incorporated Veteran feedback to drive updates to the Access to Care website, providing additional access information for Veterans to use as they plan their health care journeys. Veterans will find a more user-friendly Access to Care site with more information they have told us matters to them. VA has included Veteran experience information, increased detailed information available about certain health care subspecialties, and streamlined the site to make it easier to navigate.
Updated Wait Time Methodology
To further improve user experience, VA has also upgraded the way average wait times are calculated and displayed on the website. Importantly, average wait times are never used to determine eligibility for community care, and none of the changes on the website affect eligibility for community care. Rather, the website represents a guide that can assist Veterans in making informed health care decisions.
Average wait times for all Veterans Health Administration (VHA) medical centers and clinics (except those that have transitioned to VA’s new Electronic Health Record (EHR)) are now calculated to include additional steps in the appointment process that had not been captured in the past. Averages are representative of general performance and may not represent individual experience, but the upgraded calculation makes the website more reflective of the complete process of requesting and receiving care.
Notably, averages that reflect a small number of appointments – for example, in a geographic area where only a few Veterans seek a certain type of subspecialty care in any given month - may show average wait times that are skewed high or low due to the small number. The best way to find out when you can be seen is always to contact your local facility or use the online Make an appointment button on this site.
Additionally, VA is in the process of implementing a new electronic health record (EHR) system, and sites that have fully implemented this new system are using a more modern, industry standard measure of timeliness, called Third Next Available Appointment. Other major health systems also use this measure, and it reflects availability for upcoming appointments, so that Veterans can anticipate what their experience will be when they request care.
Expanded Display of Mental Health Services
VA is also updating and expanding information for Mental Health services on the Access to Care website and plans to provide additional subspecialties in the future. By displaying average wait times for health care subspecialties, Veterans can see average break downs for the treatment programs, including Individual and Group Therapy, for General Mental Health, Substance Use Disorder programs, Primary Care-Mental Health Integrated Care, and PTSD Specific Programs.
If you need to be seen by a provider before your next scheduled appointment, same-day services may be an option. Please contact your local facility. If you or someone you know is in emotional crisis, please call the Veterans Crisis Line 1-800-273-TALK (8255) Press 1 for Veterans. Someone who can help you will answer right away. VCL is also planning for the launch of 988, a new 3-digit-number to reach the National Suicide Prevention Lifeline and the Veterans Crisis Line, which will be fully implemented by July 16, 2022.
As above, averages that reflect a small number of appointments – for example, in a geographic area where only a few Veterans seek a certain type of subspecialty care in any given month - may show average wait times that are skewed high or low due to the small number. The best way to find out when you can be seen is always to contact your local facility or use the online Make an appointment button on this site. Importantly, average wait times are never used to determine eligibility for community care, and none of the changes on the website affect eligibility for community care. Rather, the website represents a guide that can assist Veterans in making informed health care decisions.