2004
		IVR		Paper		Web		Total
		n	Row %	n	Row %	n	Row %
	All	13,958	13.40	9,750	9.36	80,447	77.24	104,155
Sex	Male	4,818	12.6	4,837	12.65	28,591	74.76	38,246
	Female	8,274	13.05	4,632	7.3	50,516	79.65	63,422
Age group (years)	<20	134	34.72	20	5.18	232	60.1	386
	20–29	525	10.06	420	8.05	4,275	81.9	5,220
	30–39	1,836	11.4	1,198	7.44	13,078	81.17	16,112
	40–49	4,162	12.47	2,904	8.7	26,313	78.83	33,379
	50–59	5,136	13.45	3,847	10.07	29,202	76.48	38,185
	>=60	1,284	15.53	1,058	12.8	5,925	71.67	8,267
Hispanic	Yes	1,137	15.3	1,172	15.77	5,122	68.93	7,431
	no	11,910	12.79	8,155	8.75	73,087	78.46	93,152
Race	American	134	11.54	121	10.42	906	78.04	1,161
	Indian
	Asian	512	10	325	6.35	4,283	83.65	5,120
	Balck	2,755	13.97	3,138	15.91	13,827	70.12	19,720
	Multiracial	1,737	53.78	203	6.28	1,290	39.94	3,230
	Native	57	7.85	75	10.33	594	81.82	726
	Hawaiin
	White	7,091	10.49	2,506	7.7	55,278	81.8	67,575
Occupation gp	Administration	4,740	10.39	2,632	5.77	38,249	83.84	45,621
	MD	611	9.61	417	6.56	5,332	83.84	6,360
	Nurse	3,874	14.71	1,328	5.04	21,134	80.25	26,336
	Other clinical	1,544	12.3	769	6.13	10,238	81.57	12,551
	Unknown	1,078	49.11	796	36.26	321	14.62	2,195
	Wage grade	2,111	19.03	3,808	34.33	5,173	46.64	11,092
Time with VHA	< 6 months	567	15.17	435	11.64	2,735	73.19	3,737
	6–12 months	910	14.79	583	9.48	4,660	75.74	6,153
	1–3years	1,729	11.1	1,436	9.22	12,409	79.68	15,574
	4–5 years	1,096	12.07	767	8.45	7,216	79.48	9,079
	6–10 years	1,709	12.76	1,232	9.2	10,453	78.04	13,394
	11–20 years	3,958	13.04	2,775	9.14	23,630	77.82	30,363
	>20 years	2,940	12.54	2,277	9.72	18,219	77.74	23,436
Supervisory level	None	8,724	12.05	7,327	10.12	56,347	77.83	72,398
	First line	2,448	17.48	1,079	7.7	10,479	74.82	14,006
	Manager	990	12.34	611	7.62	6,422	80.04	8,023
	Executive	571	9.49	321	5.34	5,122	85.17	6,014
	Senior exec.	146	11.96	89	7.29	986	80.75	1,221
		2006
		IVR		Paper		Web		Total
		n	Row %	n	Row %	n	Row %
	All	12,527	8.54	8,251	5.63	125,848	85.83	146,626
Sex	Male	4,664	8.67	3,925	7.29	45,216	84.04	53,805
	Female	7,220	8.29	3,065	3.52	76,830	88.19	87,115
Age group (years)	<20	171	41.5	23	5.58	218	52.91	412
	20–29	564	7.5	321	4.27	6,632	88.23	7,517
	30–39	1,542	7.06	771	3.53	19,515	89.4	21,828
	40–49	3,371	7.94	1,934	4.55	37,177	87.51	42,482
	50–59	4,880	8.79	3,065	5.52	47,594	85.69	55,539
	>=60	1,352	10.39	839	6.45	10,823	83.16	13,014
Hispanic
	Yes	1,112	10.7	824	7.93	8,455	81.37	10,391
	No	10,757	8.34	6,007	4.66	112,171	87	128,935
Race	American	27	1.93	83	5.92	1,291	92.15	1,401
	Indian
	Asian	20	0.27	216	2.89	7,248	96.85	7,484
	Black	193	0.76	2,294	8.98	23,048	90.26	25,535
	Multiracial	11,010	76.31	122	0.85	3,296	22.84	14,428
	Native	25	2.2	74	6.5	1,039	91.3	1,138
	Hawaiin
	White	145	0.17	3,856	4.53	81,085	95.3	85,086
Occupation gp	Administration	4,068	6.58	1,998	3.23	55,752	90.19	61,818
	MD	630	6.67	355	3.76	8,465	89.58	9,450
	Nurse	3,478	8.83	1,431	3.63	34,500	87.54	39,409
	Other clinical	1,373	7.66	538	3	16,003	89.33	17,914
	Unknown	199	33	404	67	0	0	603
	Wage grade	2,779	15.94	3,525	20.22	11,128	63.84	17,432
Time with VHA	< 6 months	557	11.42	270	5.53	4,052	83.05	4,879
	6–12 months	609	10.15	325	5.42	5,064	84.43	5,998
	1–3years	1,682	6.88	1,213	4.96	21,564	88.16	24,459
	4–5 years	1,071	7.49	699	4.89	12,530	87.62	14,300
	6–10 years	1,693	8.19	1,049	5.08	17,927	86.73	20,669
	11–20 years	3,326	8.68	1,850	4.83	33,147	86.49	38,323
	>20 years	2,878	8.8	1,590	4.86	28,234	86.34	32,702
Supervisory level	None	8,268	8.02	5,523	5.35	89,348	86.63	103,139
	First line	2,169	11.37	804	4.21	16,104	84.42	19,077
	Manager	763	7.56	392	3.89	8,931	88.55	10,086
	Executive	474	6.16	175	2.27	7,051	91.57	7,700
	Senior exec.	130	8.63	41	2.72	1,336	88.65	1,507
		2008
		IVR		Paper		Web		Total
		n	Row %	n	Row %	n	Row %
	All	8,334	5.09	3,913	2.39	151,584	92.52	163,831
Sex	Male	3,564	6.03	1,764	2.98	53,791	90.99	59,119
	Female	4,361	4.42	1,079	1.09	93,319	94.49	98,759
Age group (years)	<20	107	26.03	13	3.16	291	70.8	411
	20–29	403	3.84	198	1.89	9,893	94.27	10,494
	30–39	1,038	4.01	280	1.08	24,553	94.91	25,871
	40–49	2,036	4.53	701	1.56	42,206	93.91	44,943
	50–59	3,228	5.5	1,201	2.05	54,216	92.45	58,645
	>=60	1,107	6.44	436	2.54	15,648	91.02	17,191
Hispanic	Yes	847	6.27	250	1.98	11,515	91.3	8,334
	No	7,067	4.93	2,534	1.77	133,692	93.3	151,584
Race	American	86	5.03	43	2.51	1,581	92.46	1,710
	Indian
	Asian	276	3.02	100	1.09	8,764	95.89	9,140
	Black	2,171	6.83	995	3.13	28,635	90.04	31,801
	Multiracial	976	19.32	53	1.05	4,024	79.64	5,053
	Native	30	2.11	40	2.82	1,349	95.07	1,419
	Hawaiin
	White	3,833	3.76	1,486	1.46	96,509	94.78	101,828
Occupation gp	Administration	2,466	3.78	890	1.36	61,890	94.86	65,246
	MD	368	3.49	161	1.53	10,021	94.99	10,550
	Nurse	1,850	4.1	583	1.29	42,682	94.61	45,115
	Other clinical	812	3.75	213	0.98	20,642	95.27	21,667
	Unknown	137	35.49	249	64.51	0	0	386
	Wage grade	2,701	12.94	1,817	8.71	16,349	78.35	20,867
Time with VHA	< 6 months	481	5.26	211	2.31	8,447	92.43	9,139
	6–12 months	717	5.77	259	2.08	11,461	92.15	12,437
	1–3years	1,076	4.1	514	1.96	24,658	93.94	26,248
	4–5 years	760	4.33	285	1.63	16,493	94.04	17,538
	6–10 years	1,252	4.92	451	1.77	23,731	93.3	25,434
	11–20 years	1,742	5.08	558	1.63	32,000	93.29	34,300
	>20 years	1,858	5.61	568	1.72	30,690	92.67	33,116
Supervisory level	None	5,685	4.85	2,269	1.93	109,377	93.22	117,331
	First line	1,366	6.71	312	1.53	18,667	91.75	20,345
	Manager	481	4.48	147	1.37	10,105	94.15	10,733
	Executive	283	3.39	69	0.83	7,990	95.78	8,342
	Senior exec.	66	3.95	25	1.5	1,578	94.55	1,669