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Updated Jun 9, 2014 - 7:59 pm

Audit shows more than 57,000 VA patients waiting for 1st visit

WASHINGTON — More than 57,000 U.S. military veterans have been waiting 90
days or more for their first VA medical appointments, and an additional 64,000
appear to have fallen through the cracks, never getting appointments after
enrolling, the government said Monday in a report newly demonstrating how deep
and widespread the problem is.

It’s not just a backlog issue, the wide-ranging Veterans Affairs review
indicated. Thirteen percent of schedulers in the facility-by-facility report on
731 hospitals and outpatient clinics reported being told by supervisors to
falsify appointment schedules to make patient waits appear shorter.

The audit is the first nationwide look at the VA network in the uproar that
began with reports two months ago of patients dying while awaiting appointments
and of cover-ups at the Phoenix VA center. A preliminary review last month found
that long patient waits and falsified records were “systemic” throughout the
VA medical network, the nation’s largest single health care provider serving
nearly 9 million veterans.

“This behavior runs counter to our core values,” the report said. “The
overarching environment and culture which allowed this state of practice to take
root must be confronted head-on.”

Richard Griffin, the VA’s acting inspector general, said his office was
investigating 69 VA medical facilities nationwide for possible wrongdoing, up
from 42 two weeks ago. The investigations could result in criminal charges,
which Griffin said may be needed to combat senior VA leaders who have allowed
and even encouraged fraudulent scheduling practices often referred to as
“gaming” the system.

“Once someone loses his job or gets criminally charged for doing this, it will
no longer be a game. And that will be the shot heard around the system,”
Griffin said Monday night at a hearing of the House Veterans Affairs Committee.

Acting VA Secretary Sloan Gibson said Monday that VA officials have contacted
50,000 veterans across the country to get them off waiting lists and into
clinics and are in the process of contacting 40,000 more.

The controversy forced VA Secretary Eric Shinseki to resign May 30. Shinseki
took the blame for what he decried as a “lack of integrity” through the
network. Legislation is being written in both the House and Senate to allow more
veterans who can’t get timely VA appointments to see doctors listed as providers
under Medicare or the military’s TRICARE program. The proposals also would make
it easier to fire senior VA regional officials and hospital administrators.

House Speaker John Boehner, R-Ohio, said the report demonstrated that Congress
must act immediately.

“The fact that more than 57,000 veterans are still waiting for their first
doctor appointment from the VA is a national disgrace,” Boehner said.

The new audit said a 14-day agency target for waiting times was “not
attainable,” given poor planning and a growing demand for VA services as
Vietnam-era vets age and younger veterans from the Iraq and Afghanistan wars
enter the system. The 2011 decision by senior VA officials to set the target,
and then base bonuses on meeting it, was “an organizational leadership
failure,” the report said.

At a Monday evening hearing of the House Veterans Affairs Committee, Richard
Griffin, the VA’s acting inspector general, said he was investigating 69 agency
medical facilities nationwide for possible wrongdoing, up from 42 two weeks ago.

A previous inspector general’s investigation into the troubled Phoenix VA
Health Care System found that about 1,700 veterans in need of care were “at
risk of being lost or forgotten” after being kept off an official, electronic
waiting list.

The report issued Monday offers a broader picture of the overall system. The
audit includes interviews with more than 3,772 employees nationwide between May
12 and June 3. Respondents at 14 sites reported having been sanctioned or
punished over scheduling practices.

Wait times for new patients far exceeded the 14-day goal, the audit said. For
example, the wait time for primary care screening appointment at Baltimore’s VA
health care center was almost 81 days. At Canandaigua, New York, it was 72 days.
On the other hand, at Coatesville, Pennsylvania, it was only 17 days and in
Bedford, Massachusetts just 12 days. The longest wait was in Honolulu — 145
days.

But for veterans already in the system, waits were much shorter.

For example, established patients at VA facilities in New Jersey, Connecticut
and Battle Creek, Michigan, waited an average of only one day to see health care
providers. The longest average wait for veterans already in the system was 30
days, in Fayetteville, North Carolina, a military-heavy region with Fort Bragg
Army Base and Pope Air Force Base nearby.

It was not clear whether all 64,000 veterans who did not get appointments
remained interested in being seen by the VA.

Despite the long waiting list, the audit said most veterans seeking care are
able to get timely appointments. About 96 percent of the 6 million appointments
scheduled at VA facilities as of May 15 were slated within 30 days, the report
said.

That reassuring statistic came with a warning, however. Under VA guidelines
that have since been rescinded, veterans were supposed to be seen within 14 days
of their desired date for a primary care appointment. The inspector general
described a process in which schedulers simply selected the next available
appointment and used that as the purported desired date. That practice allowed
numerous — and false — zero-day wait times, the IG said.

Gibson, the acting VA secretary, said the department is hiring new workers at
overburdened clinics and other health care facilities across the nation and is
deploying mobile medical units to treat additional veterans.

The VA believes it will need $300 million over the next three months to
accelerate medical care for veterans who have been waiting for appointments, a
senior agency official said in a conference call with reporters. That effort
would include expanding clinics’ hours and paying for some veterans to see
non-VA providers. The official said he could not say how many additional health
providers the VA would need to improve its service.

The report said 112 — or 15 percent — of the 731 VA facilities that auditors
visited will require additional investigation, because of indications that data
on patients’ appointment dates may have been falsified, or that workers may have
been instructed to falsify lists, or other problems.

Gibson also has ordered a hiring freeze at the Washington headquarters of the
Veterans Health Administration, the VA’s health care arm, and at 21 regional
administrative offices, except for critical positions personally approved by
him.

Boehner said the House would act on legislation this week to allow veterans
waiting at least a month for VA appointments to see non-VA doctors, and said the
Senate should approve it, too. An emerging bipartisan compromise in the Senate
is broader than that, but senators have yet to vote on it.

___

Associated Press writers Donna Cassata and Alan Fram contributed to this
report.

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