one year later- el paso 2015 va final
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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
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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
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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
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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
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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.
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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
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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
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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
Unsure/Neutral N/A 34.9
Satisfied N/A 31.6
Very satisfied N/A 7.1
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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
Unsure/Neutral N/A 16.7
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
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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
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Appendix A
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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?
Frequency Percent Valid Percent
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:
Frequency Percent Valid Percent
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
Missing System 832 75.1
Total 1108 100.0
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At your most recent mental health appointment, did you see:
Frequency Percent Valid Percent
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
Missing System 865 78.1
Total 1108 100.0
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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).
Frequency Percent Valid Percent
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
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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
Missing System 865 78.1
Total 1108 100.0
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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.
Frequency Percent Valid Percent
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
Missing System 865 78.1
Total 1108 100.0
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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:
Frequency Percent Valid Percent
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
Missing System 865 78.1
Total 1108 100.0
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In your opinion, was the time allotted for your appointment appropriate to
address your mental healthcare needs?
Frequency Percent Valid Percent
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
Missing System 869 78.4
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
Frequency Percent Valid Percent
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
Missing System 869 78.4
Total 1108 100.0
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Have you put off your mental health care because of the difficulty in
obtaining an appointment?
Frequency Percent Valid Percent
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
Missing System 735 66.3
Total 1108 100.0
Do you believe any untreated mental health issues made it harder to
schedule your appointments?
Frequency Percent Valid Percent
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
Missing System 735 66.3
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?
Frequency Percent Valid Percent
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
Missing System 41 3.7
Total 1108 100.0
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Not including mental health, was your most recent health care visit:
Frequency Percent Valid Percent
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
Missing System 271 24.5
Total 1108 100.0
Not including mental health, was your most recent health care appointment for:
Frequency Percent Valid Percent
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
Missing System 271 24.5
Total 1108 100.0
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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.
Frequency Percent Valid Percent
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
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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
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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
Missing System 271 24.5
Total 1108 100.0
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Including mental health, how many times per year on average do you have
a health appointment at the El Paso VA?
Frequency Percent Valid Percent
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
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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
Missing System 271 24.5
Total 1108 100.0
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Not including mental health, how would you rate your overall level of satisfaction
with the care provided at the VA clinic?
Frequency Percent Valid Percent
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
Missing System 274 24.7
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?
Frequency Percent Valid Percent
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
Missing System 274 24.7
Total 1108 100.0
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26
Compared to a year ago, in your judgement the service of the El Paso VA Health Care
System:
Frequency Percent Valid Percent
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
Missing System 276 24.9
Total 1108 100.0
Has the El Paso VA sufficiently explained your eligibility and rights to
participate in the VA Choice program?
Frequency Percent Valid Percent
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
Missing System 276 24.9
Total 1108 100.0
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27
It is important to me that...
Frequency Percent Valid Percent
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
Missing System 276 24.9
Total 1108 100.0
Has the VA sent you to see a provider or doctor outside of the VA?
Frequency Percent Valid Percent
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
Missing System 276 24.9
Total 1108 100.0
How would you rate your overall level of satisfaction with the community medical
provider you saw?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very unsatisfied 68 6.1 12.3 12.3
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
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Total 553 49.9 100.0
Missing System 555 50.1
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?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very unsatisfied 62 5.6 11.2 11.2
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
Missing System 555 50.1
Total 1108 100.0
Which of the following is most important to you with regard to the current VA facility
in El Paso?
Frequency Percent Valid Percent
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
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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
Missing System 282 25.5
Total 1108 100.0
Do you believe the VA facility in El Paso should be expanded?
Frequency Percent Valid Percent
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
Missing System 96 8.7
Total 1108 100.0
How would you rate your overall level of satisfaction with the current VA medical
facilities?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very unsatisfied 153 13.8 15.1 15.1
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
Missing System 96 8.7
Total 1108 100.0
What is your gender?
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30
Frequency Percent Valid Percent
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
Missing System 96 8.7
Total 1108 100.0
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31
How important to you is it to see a female provider or doctor?
Frequency Percent Valid Percent
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
Missing System 982 88.6
Total 1108 100.0
Were you ever deployed to an active conflict?
Frequency Percent Valid Percent
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
Missing System 111 10.0
Total 1108 100.0
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32
What is the highest level of education you have completed?
Frequency Percent Valid Percent
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
Missing System 117 10.6
Total 1108 100.0
Do you currently have health insurance aside from the coverage provided
by the VA?
Frequency Percent Valid Percent
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
Missing System 117 10.6
Total 1108 100.0
Are you currently employed?
Frequency Percent Valid Percent
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
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33
Unsure 7 .6 .7 100.0
Total 991 89.4 100.0
Missing System 117 10.6
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
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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
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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
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