On a muggy November evening in 1994, I sat crouched in the back of my HMMWV (High Mobility Multipurpose Wheeled Vehicle), which served as the Charlie Battery (3-62 ADA / 10th Mountain Division) Tactical Operations Center, in Port-au-Prince, Haiti, and dialed an operator on a Digital Non-Secure Voice Terminal (a fancy name for an Army telephone).

I was attempting to call my wife of just over one year, who was in Watertown, New York, from our deployed location as a part of Operation Uphold Democracy. The operator successfully transferred my call to another Army operator back at Fort Bragg, then the Soldier-operator there connected me to Bell Telephone Company, who then dialed my wife for a very expensive – and because of that, a very brief – collect call.

We’ve come a long way in the past 30 years. Connection with people far away is now the norm and no longer difficult.

The root “tele” comes from a Greek word which means “far off, operating over distance” and it has had far-reaching impacts way beyond my three-decade old example. From Alexander Graham Bell inventing the telephone in 1876, to how the Hubble Space Telescope has changed our understanding of the universe, to the luxury of telework (which is how about 20% of the workforce earned a living in 2023), we have all seen the expansion of “tele” in our lives.

What does all this mean for Veterans? It means you have even greater access to health care – anytime, anyplace – with telehealth services.

And that’s not exactly true for our private sector counterparts.

All around us they are shuttering their telehealth business. Optum Virtual Care, part of UnitedHealth Group’s Optum, is closing their online urgent and primary care business. Walmart Health Virtual Care services is shutting down as well.

I understand; these are business decisions. CEOs must protect the bottom line and make shrewd choices. They’re accountable to their shareholders for the profitability of their organizations.

At VA, we’re doing the opposite – we’re expanding the services offered virtually.

I think you’ll understand; these, too, are business decisions. VA executive leaders must make difficult choices as well. Choices that ensure our Veterans receive optimal access to the best health care.

In 2023, about 40% of Veterans who used VA health care received some of their care through telehealth (me included). As one of the nation’s largest providers of telehealth services, VA delivers high-quality clinical care directly to Veterans where and when they need it.

Here are three practical ways Veterans can leverage telehealth.

1. Routine care. VA offers 24/7 virtual care through VA Health Connect. In VA Eastern Colorado Health Care System, call 303-399-8020 to get help with making an appointment, speaking with a nurse, meeting with a medical provider, or getting assistance with a prescription. Veterans can also text VA Health Connect using the VA Health Chat app (https://mobile.va.gov/app/va-health-chat) Monday through Friday (excluding holidays), 8:00 a.m. to 4:30 p.m. Mountain Time.

Simply, if you are a Veteran who gets care with VA Eastern Colorado, add 303-399-8020 to your phone. Then, if it’s Saturday at 10 p.m. and you remember your prescription is running low, or it’s 6 a.m. on Tuesday and you are having symptoms and uncertain what care you need, VA Health Connect will get you the right care, exactly when you need it.

2. Emergency care. VA Eastern Colorado Health Care System’s Emergency Department is open 24/7, 365 days a year. If you have a medical or mental health emergency, please call 911, the Veterans Crisis Line at 988 then press 1, or go to the nearest emergency department.

However, if you are unsure about going to an emergency room, please call VA Health Connect at 303-399-8020 to talk to a nurse about your issue, get advice and plan for care. If needed, VA can send an ambulance to your location.

As an example, earlier this year, a female Veteran in her sixties who had recently contracted COVID-19 called VA Health Connect because she was feeling dizzy and had a persistent headache, among other symptoms. After diagnosing her conditions, VA Health Connect staff determined the Veteran should immediately seek medical attention at an emergency department. The Veteran was alone and couldn’t safely drive, so the nurse called an ambulance for her and ensured she was safely transported to the hospital.

3. Connected Care. Consider telehealth for future VA clinical appointments. VA has a ton of innovative telehealth technologies which provide enhanced access to care, mobile health remote monitoring, and more. Additionally, telehealth enables you to connect to care in numerous specialty areas. From tele-podiatry to tele-SCI/D (spinal cord injury and disorders), Veterans have access to experts near and far.

I recently spoke with Bridgett Baer, a VA telehealth expert, who shared with me, “Telehealth offers veterans tremendous flexibility in their care and many ways to work with their providers,” she said. “We want veterans to have the greatest access to how and when they receive their care, fitting their lifestyle and unique situations.” She added, VA Connected Care tools (https://mobile.va.gov) are a great way to keep your care on track between appointments.

Here at Behind Friendly Lines, we are all about making things easier, saving money, and ensuring optimal care for our veteran audience. Your VA telehealth won’t resemble an international DNVT phone call, but it will make it feel like your provider is just around the corner.

Thanks for allowing me to walk alongside you behind friendly lines.

Victory!