Introduction
Access to healthcare remains a significant challenge for many Veterans, especially those facing geographic, socioeconomic, or health‑related barriers. To address disparities in digital access that impede engagement with video telehealth services, the Veterans Health Administration (VHA) implemented a Connected Device Program, including the national Digital Divide Consult—a standardized referral process for issuing video‑capable tablets and internet service to eligible veterans.
This study evaluated the reach and impact of the Digital Divide Consult and associated tablet distribution on veteran telehealth use. The analysis assessed demographic and clinical characteristics of tablet recipients, compared telehealth adoption before and after the consult’s implementation, and explored how referral reasons related to subsequent video visit use.
Key Findings
The study analyzed data from over 119,000 veterans who received tablets.
- Common referral reasons: The most frequent reasons for tablet referrals were mental health diagnoses (63.9%), distance greater than 30 miles from a VHA facility (21.7%), and social isolation (20.4%).
- Increased likelihood of video use: Veterans who received a tablet were approximately three times more likely to have a video visit each month compared to veterans without a tablet.
- Subgroup patterns: Veterans referred for mental health care showed particularly high rates of video telehealth engagement, while those receiving tablets because they were homebound or in hospice care had lower adoption rates.
Discussion
The Digital Divide Consult helped standardize tablet distribution and identify veterans at risk of digital exclusion. Tablet recipients demonstrated significantly higher telehealth engagement than those without devices, suggesting that reducing technological barriers can meaningfully increase access to video‑based care.
However, not all groups engaged equally with video telehealth, highlighting ongoing challenges. Veterans who were homebound or receiving hospice care used video visits less often, indicating that support beyond device provision—such as digital literacy training—may be necessary to sustain equitable telehealth access.
Conclusion
The VHA’s Connected Device Program, supported by the Digital Divide Consult, has expanded telehealth access for veterans facing healthcare barriers. Tablet distribution was associated with significantly increased use of video telehealth services, particularly for mental health and geographically isolated veterans. Continued efforts to tailor telehealth support services may further improve engagement among harder‑to‑reach populations.
References
Haun JN, Spitznagel MB, Dobalian A, et al. Evaluation of the Veterans Health Administration’s Digital Divide Tablet Program and Telehealth Adoption. Journal of Medical Internet Research. 2024;26:e59089. Available here.