A qualitative study: Exploring health information technology limitations in Veteran healthcare
Abstract:This qualitative phenomenological study investigated the technological barriers that veterans experience when accessing healthcare through the Veterans Health Administration. The problem addressed was veterans' negative experiences with embedded technology systems, causing difficulties in accessing care, leading to gaps in treatment and medical errors, ultimately impacting millions of veterans seeking healthcare services. Veterans with limited technological literacy or restricted access to digital resources faced significant disparities in care quality and access. The purpose of this study was to identify veteran perceived technological barriers contributing to healthcare disparities. The research employed Normalization Process Theory and Human-Technology Interaction frameworks to examine how technological interventions are implemented, embedded, and integrated into healthcare settings while considering the complex relationship between veterans and healthcare technologies. Using a hermeneutic phenomenological approach, the study collected data through semi-structured interviews with fifteen veterans from diverse backgrounds who utilized Veterans Health Administrationhealthcare services. Participants answered questions about their experiences with Veterans Health Administration technology systems, including barriers encountered and conditions faced when seeking healthcare. Data was analyzed using NVivo software for coding and theme development. Results revealed two primary categories of findings: technological barriers and conditions affecting seamless healthcare. Technological barriers included access limitations, usability challenges, system reliability issues, and inadequate training support. Conditions affecting seamless healthcare encompassed coordination difficulties, access limitations, quality of care concerns, communication breakdowns, and administrative hurdles. Veterans reported experiences such as system downtime, complex interfaces, insufficient training, and fragmented care coordination due to technological disconnects. The study concluded that successful implementation of healthcare technology requires addressing both technical infrastructure and user experience. Recommendations include implementing comprehensive training programs accounting for varying levels of technological literacy, prioritizing system reliability through infrastructure upgrades, and developing more user-friendly interfaces with streamlined processes. Future research should examine the long-term impact of technological barriers on healthcare outcomes and investigate effective training approaches for improving veterans' ability to navigate VHA healthcare technologies.