During my six weeks volunteering in the VA emergency department, I began thinking more about trust in healthcare, especially among Veterans. I spent 122 hours helping with everyday tasks like delivering food and blankets, answering calls, assisting with EKGs, and preparing rooms. While these jobs may seem small, they showed me how much patient care depends on everyday interactions.
Before volunteering, I had heard about distrust in the VA healthcare system. A particularly strong research connection is a 2021 study examining distrust among Veterans after the 2014 VA wait-time scandal. It found that distrust increased following the media coverage, suggesting that Veterans’ perceptions of the VA can be shaped not only by their direct experiences but also by broader institutional and public narratives. However, my experience made me see the issue differently. I watched nurses and staff care for patients, especially during stressful and busy moments. Simple things like listening to a patient, answering a call, or making someone comfortable seemed to make a difference. Research on Veterans has also shown that communication and personal experiences with healthcare providers can strongly influence trust in the VA.
My experience also made me think about older patients and those experiencing cognitive decline. In an emergency room, patients can be confused, scared, or have difficulty communicating their needs. This made me realize how important patience, clear communication, and respect are when patients are vulnerable.
Overall, my time at the VA did not completely confirm the idea that Veterans distrust their healthcare system. Instead, it showed me that trust can be complicated and can change based on how patients are treated. This experience made me more interested in understanding how healthcare workers can build trust, particularly with Veterans and other vulnerable patients. It also strengthened my interest in pursuing a future in healthcare.
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