Relationships between the eligibility process, trust in the U.S. health care system, and patient satisfaction with the Houston Veterans Affairs Medical Center

Abstract

Objectives: 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. Methods: A total of 124 veterans participated in this study, and data were analyzed with a general linear models approach. Results: 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. Conclusion: 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. Copyright © by Association of Military Surgeons of U.S., 2007.