How do you look him in the eyes?

The unfortunate truth that this happens to almost all veterans. Veterans who were seen just a couple/three years before not on VA rolls. I don't recall the policy or statute that VA hides behind, and to be clear maybe my phrase "hides behind" is a bit harsh, that allows them to clear the rolls if a veteran hasn't been seen in either a year or 2 years. Nor do I recall the premise that it was started and maybe it's this premise that requires it. It appears in Kim's story her father had fallen prey to this rule.

The cold and heartless clerk who would not help the veteran complete the form is atrocious. Even if she had a line of veterans waiting to see her, she should have had some answer to at least direct him to someone else in the facility to assist, like the "Health Benefits" staff under Health Administration Service (HAS). For many years, the VA Fayetteville, NC staff would refer veterans down to the DAV rep who had an office on the ground floor. Too many times people like to hide behind HIPAA, although HIPAA doesn't apply if the veteran enlisted the clerk's assistance.

Not all clerks have access to the complete details of veterans files as well. I don't recall the acronyms anymore but there are separate systems, not unlike DOD, in which certain information is stored. For example many in the hospital can't look at the VBA (benefits) system and vice versa. I'm not defending it, so don't kill this messenger.

Thanks for sharing COL Mikel J. Burroughs!

It's sad. The eternal patrol.