Nearly 16 million veterans live in the United States, and while 9 million receive care through the Veterans Health Administration, about 40% rely entirely on civilian healthcare. That’s where the challenge begins: many veterans are navigating a system that isn’t designed for their unique health needs.

Veterans outside the VA system often face barriers that lead to poorer outcomes—delays in diagnosis, fragmented care, and overlooked service-related conditions. The healthcare system must do better.

In this episode of Radio Advisory, host Rachel (Rae) Woods talks with Optum Serve experts Christi Kruse and Christine Erspamer about what it takes to close this gap. Drawing on their in-depth ethnographic research, Christi and Christine explore why understanding the veteran patient journey is critical, how to integrate data-driven population health strategies, and the role of publicly available tools and guidelines, along with other practical solutions.

The conversation doesn’t stop at veterans. These insights can help healthcare leaders better serve other vulnerable populations, too.

Stay tuned through the end of the episode for a special message from Optum Serve CEO Ed Weinberg, as he shares how Optum Serve is honoring the lived experiences of veterans and military families, and calls on clinical providers to lead with compassion, consistency, and purpose.

We’re here to help:

Join us for an upcoming State of the Industry webinars, where Advisory Board experts will challenge three long-standing assumptions about the healthcare industry — and reveal the powerful new dynamics reshaping the future.

Learn more about Optum Advisory: Healthcare consulting services

A transcript of this episode as well as more information and resources can be found on RadioAdvisory.advisory.com.