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Mental Health Service Preferences and Utilization Among Women Veterans in Crisis: Perspectives of Veterans Crisis Line Responders

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Abstract

Women military veterans are at increased risk of suicide compared to non-veterans, but little is known about the mental health service preferences and needs of women veterans in crisis. This study used qualitative, secondary source key informant interviews to ascertain the experiences of women veterans in crisis from 54 responders working at the Veterans Crisis Line. Responders indicated that women veterans reported different experiences with Veterans Administration (VA) and non-VA care, though drivers of satisfaction or dissatisfaction were similar. Availability of specialty care, sensitivity to veterans’ issues or Military Sexual Trauma, strong provider relationships, and continuity of care contributed to satisfaction; lengthy appointment wait times, limited service options, and insensitivity to veterans’ issues contributed to dissatisfaction. Responders suggested that barriers limiting VA access for women veterans are perceived as similar to non-VA care. Findings suggest that caller experiences with providers drive satisfaction with VA and non-VA mental health services.

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Acknowledgements

The authors wish to acknowledge Kendra Wilsher for her administrative contributions to this project.

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Authors and Affiliations

  1. RAND Corporation, 1200 S. Hayes St., Arlington, VA, 22202, USA

    Virginia Kotzias BS, BA, MPP, Rajeev Ramchand BA, PhD, Lynsay Ayer BA, PhD & Zachary Predmore BA

  2. RAND Corporation, 20 Park Plaza, 9th Floor, Suite 920, Boston, MA, 02116, USA

    Charles C. Engel BS, MD, MPH

  3. RAND Corporation, 1776 Main Street, Santa Monica, CA, 90401-3208, USA

    Patricia Ebener BA

  4. VISN 4 MIRECC, Department of Veterans Affairs, 323 North Shore Drive, Suite 400, Pittsburgh, PA, 15212, USA

    Gretchen L. Haas PhD

  5. VISN 2 Center of Excellence for Suicide Prevention, Department of Veterans Affairs, 400 Fort Hill Ave, Canandaigua, NY, 14424, USA

    Janet E. Kemp RN, PhD & Elizabeth Karras PhD

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  1. Virginia Kotzias BS, BA, MPP
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  2. Charles C. Engel BS, MD, MPH
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  8. Janet E. Kemp RN, PhD
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Correspondence to Virginia Kotzias BS, BA, MPP.

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Kotzias, V., Engel, C.C., Ramchand, R. et al. Mental Health Service Preferences and Utilization Among Women Veterans in Crisis: Perspectives of Veterans Crisis Line Responders. J Behav Health Serv Res 46, 29–42 (2019). https://doi.org/10.1007/s11414-018-9635-6

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  • DOI: https://doi.org/10.1007/s11414-018-9635-6

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