Marketing AnalyticsBellevue University

Will Ackerman3 May 2015

Eligible Veterans Use, Perceptions of

VA Health Care

HypothesisMore than 50 percent of Veterans who are eligible to enroll in VA health care benefits

do not due to lack of understanding of eligibility criteria

Research Objectives• Determine what Veterans who have not enrolled in

VA health care benefits believe about their eligibility

• Determine what barriers that Veterans face to understanding VA health care eligibility

• Determine if negative perceptions about the VA health care quality cause Veterans to avoid enrolling?

• Evaluate whether having alternative health care options (e.g., TRICARE, employment-related insurance, spouse employment insurance) influence Veterans’ decisions to enroll in VA health care if they are eligible

Survey Results

Survey Results

Survey Results

Survey Results

Survey Results

Survey Results

Survey Results Evaluation• Determine what Veterans who have not

enrolled in VA health care benefits believe about their eligibility• Although nearly ¾ believed “all Veterans are

eligible, more than ¾ believe that only those who are have a military service-connected injury are eligible, which is contradictory.

Survey Results Evaluation• Determine what barriers that Veterans

face to understanding VA health care eligibility− More than 50 % of Veterans faced a barrier

because they felt VA benefits were “difficult” to understand.

− However, more than ¾ know where to seek out information about their VA benefits.

Survey Results Evaluation• Determine if negative perceptions about

the VA health care quality cause Veterans to avoid enrolling− More than 80% of Veterans surveyed have heard

that VA provides substandard care− In addition, 1/3 perceive that VA health care is not

as good as the private sector and more than 51% feel it takes too long to get an appointment.

Survey Results Evaluation• Evaluate whether having alternative

health care options (e.g., TRICARE, employment-related insurance, spouse employment insurance) influence Veterans’ decisions to enroll in VA health care if they are eligible− More than 86% of Veterans surveyed have other

than VA health care insurance. − The key reasons cited for not using VA health care

if otherwise eligible were:• Timelier access to private health care• Better selection of private providers• Wanting to leave VA services for combat, low-

income Veterans

Survey Results Evaluation• Of the 103 Veterans who took the survey, the

overall assessment is that a large majority of the Veterans surveyed felt that VA health care benefits are difficult to understand.

• In addition, perception that the VA provides substandard care, difficulty in getting timely appointments, and lack of choice in providers were key factors that influenced choice whether to use the VA health care system if Veterans had other health care options.

• The takeaway is that negative perceptions are influencing many Veterans to choose other healthcare.