Veteran’s Administration: Thoughts and Experiences

We have seen many negative stories about the VA in the news. These range from patient abuse and secret wait lists, to under-par facilities and care, to enormous backlogs. Some of the latest scandals involve massive delays and $1.5 billion in construction cost overages at numerous new VA hospitals, ostensibly due to on-the-fly specification alterations by the VA. These have manifested themselves particularly strongly in Denver and Orlando, but are seemingly endemic to big-government bureaucracies.

In the Detroit area, we had the VA Medical Center in Allen Park from 1939 – 1996. I remember taking a neighbor (a WWII veteran) to the Allen Park VA on a few occasions when I was 16 or 17 years old. It was a dismal, dark place with long lines that seemingly never moved, severely lacking in both restrooms and staff. I have spoken with veterans who visited the facility after returning from the Gulf War in 1991, who swore they would never return to the VA. It’s hard to blame them.

My first experience at the VA as a veteran was different. The Ann Arbor VA Hospital, and the new John Dingell VAMC, which opened in 1996 in Detroit, are both modern, bright, and welcoming facilities with expanding services to match. Though I know many have become bitter through bad experiences, my interactions at the VA have gone nearly without incident. I understand the VA has many faults. There are federal employees, some of whom simply don’t seem to care. There are some who look at veterans as a drain on their time and resources. Doctors who do only the minimum and an overall bureaucracy that seemingly excels at casting sand into the gears. There are also proactive, caring, and efficient people working at all levels of the VA who have the veteran’s best interest in mind.

It has also been my experience that veterans can be their own worst enemies when dealing with the VA on a number of levels. I’ve seen veterans fail when submitting compensation claims because they tried to do it on their own instead of utilizing a Volunteer Service Organization (VSO) representative to walk them through the process, ensure their package is complete, and to help them gather supporting documentation. As my VFW representative explained to me, he fills out the paperwork (on his computer), ensuring the proper documentation is present, and then keeps copies. He then walks the “package” to the proper authority, has them sign for the packet, and then follows up in person at appropriate, listed intervals and deadlines. Some veterans shoot themselves in the foot by missing scheduled appointments, not just for compensation claims, but for primary care as well.

I have seen veterans acting disrespectfully, and rude towards clerks, nurses, and doctors, and social workers. Some veterans just show up without an appointment and expect their primary care physician to see them. If I show up at my civilian primary care physician’s office and expect to be seen, he’d tell me to make an appointment and come back in a few weeks. If it’s an emergency, that is what urgent care, and emergency departments are for. Others may have unrealistic expectations of care, or may in some way feel entitled to get whatever they want, whether it be medications, treatment, or services.

I believe my positive experiences at the VA are due in part to the knowledge, skills and experiences gained during my time in service, as well as to advice I’ve received from an “inside source”. Below, are some thoughts and general advice that I hope will help others to better interact with the VA system.

- The VA, like the military, is a bureaucracy, and bureaucracies require proper documentation. Bureaucrats, on the other hand, are reactionary and may require reminders and prompting for action.

- For compensation claims, have your documentation in order, and don't try to do it alone! Put the experts in your corner to help you deal with the large slow moving machine that is government.

- Be polite to clerks - on the phone AND in person. They schedule your appointments, and can be flexible when talking to calm and polite veterans. (Keep in mind that the opposite is also true.)

- Don’t act entitled (even though we are) and show up demanding to be seen without an appointment. Though we are deserving of respect and a high level of care, there are others who are just as entitled - and those others may have an appointment. A note here: If you do show up, late, or without an appointment, be polite, your primary care physician may still be able to fit you in. Lastly, regarding appointments, it’s important to be early, even if they’re running late. We’re prompt in the military, so this shouldn’t be an issue, though it seems it often is.

- When speaking to your doctor don’t be afraid to ask about new programs. The Detroit VA is expanding their treatments into more “non-traditional” modalities such as Healing-Touch, Chiropractic, Acupuncture, and Biofeedback.

- If you’re not happy with your doctor, you can ask for a different care provider without prejudice.

I hope my experiences and advice will be helpful to others navigating the VA, and I am certain there are others in the RallyPoint community willing to share their success stories, and advice in dealing with the VA.