Veteran’s Administration: Thoughts and Experiences

SSG Gerhard S. — Wed, 09 Mar 2016 13:29:26 -0500

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.

Response by MCPO Roger Collins made Mar 9 at 2016 1:44 PM

MCPO Roger Collins — Wed, 09 Mar 2016 13:44:24 -0500

I would suggest that more Vets subscribe to the VAOIG reports. They report on the inspections of the facilities and other problems, we have a long way to go.

Response by SFC Dr. Joseph Finck, BS, MA, DSS made Mar 9 at 2016 1:51 PM

SFC Dr. Joseph Finck, BS, MA, DSS — Wed, 09 Mar 2016 13:51:15 -0500

SSG Gerhard S. My experiences with the VAMC in Orlando and the VA Community Based Outpatient Clinic (CBOC) in Kissimmee, FL have been favorable. I am able to get appointments as needed and am treated with courtesy and respect at each visit. Moreover, the diagnostic and treatment options seem to have no limits.

My experiences with the VBA are totally different. The processing of my claims has been mostly quite slow and laborious with only a recent claim being processed quickly and efficiently. Change may be on the horizon, only time will tell. The largest issue faced, in my opinion, is when you call the national service center for information pertaining to your claim. The information is limited at best, and no "real time" answers are available. The greatest degree of frustration I have felt is due to the VBA and the lack of real time information or person to speak with who actually knows about your claim. I recognize the fallacy of my last statement as if the person who knows about your claim spoke with you, little claims would ever get processed. However, that is the specific reason for a computer system which provides real time updates.

My VA home loan and education have been great. Its a mixed bag with patience and courtesy being the cornerstone of success when dealing with anyone working for the VA.

Thank you for your post,

Response by MAJ Ken Landgren made Mar 9 at 2016 2:42 PM

MAJ Ken Landgren — Wed, 09 Mar 2016 14:42:20 -0500

One of the poisons that the VA faces is leadership. Much of the top managers are corrupt and crap runs downhill. As a case in point, the IG will not be truthful as they are caught in the tentacles of upper management.

However, I do have to give Kudos to the Ft Leavenworth VA for the superb service.

What would be interesting is a survey by VA Hospitals and their efficacy to meeting veterans medical needs.

Response by MSgt James Mullis made Mar 9 at 2016 4:34 PM

MSgt James Mullis — Wed, 09 Mar 2016 16:34:40 -0500

My thoughts on the VA? They try to do the best they can while burdened with a underfunded, and grossly bureaucratic nightmare of a management system.

Response by Lt Col Scott Shuttleworth made Mar 9 at 2016 4:50 PM

Lt Col Scott Shuttleworth — Wed, 09 Mar 2016 16:50:37 -0500

My experiences are varied. I am a person that usually is polite, courteous, and patient especially when it comes to bureaucracies and know that sometimes things are out of some folks control.

First experience - Pre Retirement Physical at the VA hospital in Big Springs TX...Showed up and all of the parking anywhere close to the building outside of Handicap was marked employee parking. Went inside and the first person I saw checking into the facility acted and talked like she was doing me a favor by getting me "in" when I had an appointment. There were also hospital employees talking trash about their jobs and their clinics in front of patients. At this point my patients was wearing thin. When I finally got to the doctor he said half the things I listed weren't chronic when I had been seen about them for years on end. Needles to say my disability was screwed up when I got it and since had to have it reevaluated.

Second experience - Went to the VA in Tuscaloosa AL...Unbelievable place. Treated like family from the moment I walked in. I was turned around so the tech stopped what they were doing, and escorted me to the next stop for some verification stuff for disability. Me and my father in law go together once a year for hearing and vision and he gets his meds re-upped for the year. Great place. Should be the model for VA's around the nation for patient care.

Third experience - Had to go to the Jackson MS VA for a re-eval on the disability claim. three hours away from my house. Tuscaloosa is 50 minutes away but couldn't go there because they are in different regions. Again, difficult parking at best. When I walked up to the door, there were two techs looking at a 90 year old wife trying to get her husband in the car from a wheelchair and didn't offer to help..10 feet away. That pissed me off right off the bat...and the fact I had to drive 3 hours versus 30 minutes. Went to the office to check in and I asked if there was anything I needed to do prior to seeing the doc. They said no so I went to the cafeteria to eat on the complete other side of the facility. Came back only to find out they had to send me to another clinic right across the hall from the cafeteria. When that was done, I came back to see the doc (for less than 5 minutes) and he told me all he had to see was the paperwork...not me. I was pissed off by this time that I wasted a whole day.

I say all that to say this.
1.) Kindness goes a long way in setting up the stage for care. But some people are just mean...be firm back and if they are mean ask for the Patient Advocate and don't leave until you see them.
2.) Just like military units, the VA is going to take on the mentality and attitude of it's leadership. Jackson and Big Springs both I could tell were soured. I have heard nothing but praise for the VA director at Tuscaloosa. Leads by example.
3.) Predetermined expectations. We have all had them. "man you are going to that unit...good luck". That sets the stage for anyone going to that VA prior to them getting their and making up their own mind.

Some are good and some are bad...just have to make up your own mind and don't let anyone sway you till you have experienced it first hand.

Response by SSG Private RallyPoint Member made Mar 10 at 2016 10:02 AM

SSG Private RallyPoint Member — Thu, 10 Mar 2016 10:02:10 -0500

I have very little experience with the VA but what I have had so far has been fine, we have a clinic where I live and a large VA complex about 50 miles away.

Response by SGT Eric Dziekan made Mar 10 at 2016 1:20 PM

SGT Eric Dziekan — Thu, 10 Mar 2016 13:20:19 -0500

I have seen good and bad at my VA. I had a doctor berate my daughter to tell me that I'm overweight in a consult..... And on the other end of the spectrum I've had people bend over backwards for me. On a recent visit to my clinic for a BP check after having to change medication due to angioedema I was asked "do you have any chest pain"? I said yes but it was muscular from some recent activity I did. Because I said "yes" to chest pain I has to be evaluated by the Doctor even though I'm an RN and know it's muscular pain and not cardiac related. They did a complete cardiac work-up b to include EKG. The Doctor came into the room and said to be safe she had to examine me. She asked me to remove my shirt to listen to breath sounds with her stethoscope. When she moved to the front to listed to my heart she stopped and questioned me about an oddly shaped mole on my left chest and how long it had been there. After telling me my heart was fine she said she wanted me to see a Dermatologist about the mole on my chest and she requested the consult.

When I went to my Dermatology consult that Doctor explained that she wanted to remove the mole and have it tested by pathology and explained a grading system for moles from good to bad. A week later she called me back with the results.... Severely a-typical mole with probable melanoma. Now another surgery is scheduled to remove more tissue deeper. All this because of a nurse not letting me disregard a symptom I felt didn't matter and my primary Doctor doing a complete exam.

Response by CSM Charles Hayden made Mar 17 at 2016 12:10 AM

CSM Charles Hayden — Thu, 17 Mar 2016 00:10:13 -0400

SSG Gerhard S. Thank you for the positive post re: the VA. I have had zero experiences w/ them, but I am pleased for a ray of positive hope!

Response by SSG Don Maggart made Mar 17 at 2016 12:30 PM

SSG Don Maggart — Thu, 17 Mar 2016 12:30:42 -0400

All well and Good but coming from the 9th worst VA in the System and it is a System with a 73% Budget increase for 2% served who touts 303,000 Veterans deaths as an increase in efficiency in Service and Having worked inside as a GS-9-11 in the Physical side of things Dealing with Contractors and Now a Service Disabled Veteran Owned Small Business Contractor you are fooling yourself you only have to look to Rep Millers House Select Committee on Veterans Affairs to know this "BoB" Duck and Dodge knows it you should as well glad you are getting great Service...MilitantCrip

Response by SSG Don Maggart made Mar 24 at 2016 12:58 PM

SSG Don Maggart — Thu, 24 Mar 2016 12:58:16 -0400

uh killing 303 thousand Veterans and then calling it Streamlining the VBA VBHA...laffs...MilitantCrip And those are VA numbers take with a grain of Salt & a stiff shot of Mescal or Moonshine...