Psychologists and psychiatrists working at Department of Veterans Affairs clinics said they have been forced to work in “call-center like conditions” after a decision from President Trump rescinded remote work arrangements, The New York Times reported May 4.
Here’s seven things to know:
1. The VA pioneered telehealth visits about two decades ago to help reach more patients and hired providers for fully remote positions. During the first Trump administration, the VA expanded its virtual mental health care.
2. Since the decision to reverse remote work policies, the VA has scrambled to find adequate office space for tens of thousands of employees, most of whom meet with their patients virtually. At the time of the order, about 20% of VA employees worked remotely.
3. One of the challenges has been maintaining the legal requirement for confidentiality. VA officials said they are handling the return to office responsibly and are providing workers with appropriate work spaces. This includes using headphones, computer privacy screens and even convex mirrors to block veterans’ view of other people in the room. However, three dozen VA employees across six facilities told the Times that they have been forced to work in cramped, crowded office spaces. This has forced many to discuss sensitive information in open settings where conversations are overheard.
4. Some employees said veterans have noticed the lack of privacy and been more hesitant to discuss important issues including legal problems, substance abuse and intimate partner violence. Some employees also said they have problems hearing their patients during virtual visits due to “telemarketing-style work spaces.”
5. Nearly 60,000 employees have been shifted to federal office space, and another 45,000 have been allowed exemptions or extensions to work from home for now. This includes breaks for select telemental health providers who received a six- to eight-month pause.
6. While the VA is already struggling with severe shortages of psychologists and psychiatrists,
some providers are choosing to quit or retire early, rather than work in such conditions.
7. By 2023, virtual care made up 54% of mental health visits at VA facilities. Teletherapy reduced costs of care and cut wait times by an average of 25 days. A study of rural veterans also found suicidal behavior reduced by 22% among those who had provider care over video.
