How can we bring the primary care patient reassignment request process to the technology age that we all live in?

My husband and I recently relocated so we no longer could do the trip to the Austin VA or Cedar Park VA. We currently live minutes away from the Temple VA which is still in the Central Texas VA system. The only options we were given to transfer our care was to receive the forms via mail. Mail or fax the forms back. Due to the current Twilight Zone we live in due to COVID-19 we were at the Temple VA for an ER visit but weren't given an option to hand deliver the forms. When we called and when the nurse called the Department that processes the requests [login to see] we were told that they could NOT transfer/reassign us over the phone and that mail or fax were our only options. We do not have a fax machine. When asked if I could simply scan and email our forms I was told no because they are NOT ALLOWED to accept emails. I can only imagine how busy this department is considering patients aren't coming in as numerous or frequently these days due to COVID-19.

I am baffled at the fact that this process is so behind the times and technology. I am disappointed that the two people (a male and a female) I have spoke to in that department on the phone aren't critical thinkers or willing to go above and beyond to help resolve the issue while on the phone with me. I am concerned because there are other veterans out there who may be older, sicker, have less resources or ability to focused their minds to seek a resolve as I have for this issue but they need healthcare right now! This type of run around isn't necessary and seems to be a case of the ball getting dropped where it can be easily caught.

I found a resolve for myself by reaching out to Patient Advocacy and Mrs. Ciuro was a caring, critical thinker who quickly suggestion I scan and email her my from and she'd hand deliver it for me. We need more problem-solver and patient advocates like her in every department! Life is crazier than it's regular insanity due to all that is going on in the world right now. Let's work together to find a way to alleviate unnecessary stressors like this one for our brothers and sister who need help right now.

Forms processes should be able to filled online now more than ever due to COVID-19 policies and restrictions. We have the technology and there are plenty unemployed parents needing to work from home so they can homeschool their children. Perhaps resolving this issues could resolve several others as well.

Thanks!

Mrs. Shider