| Main themes
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Sub-themes – Veterans’ experiences
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Suggested improvement
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Functional barriers to VA health care services access
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Lack of VA health care services in South Los Angeles
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Build a clinic in South Los Angeles
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| Transportation challenges
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Make ACCESS transportation requirements more permissive; simplify ACCESS transportation application process
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| Difficulties initiating access to VA health care services
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Develop a user-friendly VA-community website; start a community support group, “For Vets by Vets”; develop Veteran-directed outreach by implementing a community “drop-in” center
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| Difficulties maintaining access to VA health care services
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Insensitive VA health care environment
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Perceived stigma and negative provider attitudes
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Sensitivity/cultural humility training for VA health care providers and staff
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| Lack of cultural awareness and sensitivity
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| Experiences with racism
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| Unwelcoming and unfriendly clinical settings
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Lack of trust in the VA health care system
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Lack of being respected
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Deliver short-term “wins” for Veterans in South Los Angeles (eg, VA health services and benefits fairs, community conferences, pocket cards with functioning clinic contact numbers, transportation services resources sheet)
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| Lack of timely change in response to Veterans’ stated needs
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| Veteran status as a barrier to accessing community services
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Engaging community-based organizations to participate in Veteran-led community events
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