2021 Veterans Day Q&A with U.S. Secretary of Veterans Affairs, Denis McDonough

Yes, VA continually assesses and evaluates facility needs, investing billions of dollars annually in modernizing our existing facilities.  VA has a variety of options to assist with modernization: construction, leasing, and private partnerships. VA started construction on a new medical center in Louisville, KY this year, and will start  a Health Care Center in El Paso in early 2023. Using a private sector partnership approach VA recently opened an outpatient clinic in Omaha, NE and on October 15 held the groundbreaking for the Tulsa, OK project which will provide both inpatient and outpatient services. VA also leases facilities to meet veteran demand and recently opened leased facilities in Charleston, SC and Chattanooga, TN. Also, the VA MISSION Act of 2018 requires that VA conduct an in-depth study of its 96 healthcare markets every four years, which would enable A to gain significant insight into trends and needs of the Veteran population and the VA health care delivery system. These assessments support VA's efforts to identify and plan for future investments and while providing recommendations to modernize existing medical facilities or constructing new medical facilities. The Richmond VAMC is in the VISN 6 Northeast Market, along with the Hampton VAMC and their associated community clinics, are currently undergoing market assessment, and VA anticipates those recommendations to be released in the coming calendar year.

VA is here to help. Please contact the National Call Center for Homeless Veterans at (877) 4AID-VET [login to see] ) for assistance.

VA employees are available by phone to answer any question regarding benefits through the national call center at [login to see] . This includes information on how to file a claim or the application process. Claim assistance may also be found online at va.gov or in-person at certain VA locations. Some Veterans also prefer to work with a Veterans Service Organization, such as Disabled American Veterans or Veterans of Foreign Wars.

1. VA Puget Sound phone lines were updated as of 11/1/2021, calls are no longer auto dropped after 30 minute wait time. Veterans who call the Community Care Call Center line will not be auto dropped while waiting for an agent. Unfortunately, similar to all VA facilities, VA Puget Sound Community Care Department has significant staffing shortages, resulting in extended wait times. The Community Care Department has requested staffing to right size the department, and have also requested additional staff to dedicate to the call center.
2. VHA requires facilities to follow mandated scheduling effort. Contact must be made with the veteran via phone and a follow up letter as needed before a consult may be cancelled. Documentation of the events are recorded in the patient medical record via the Consult Tool Box. Consults may not be cancelled without documentation. The VA Puget Sound Community Care Department follows this policy and other VHA Community Care national policy and procedures. We also contract with TriWest to schedule appointments. TriWest is also mandated to follow these same policy and procedures.
3. The VA Puget Sound Community Care Department would like to ensure veterans are receiving the best care. We would like to request the name of the veteran who spoke with Mr. McDonough to allow us to follow up with veteran to ensure care needs are met.

VA has specific requirements for specialist examinations, to include testing environment and training. VA works with contractors to provide examinations as close as possible to every Veteran. However, this can be difficult in less populated areas. VA continues to expand examination locations and capacity.

We are sorry to hear about your experience and will reach out to you to investigate more.

Cases at the Board are worked in docket order (the order received). If you are facing any hardships that meet the criteria for Advance on the Docket (AOD) (38 U.S.C. § 7107(a) and 38 C.F.R. § 20.900(c), you should work with your representative or VSO to file a motion to expedite your appeal.

It appears this claim is related to healthcare under VHA and not related to claim related exams under VBA.

For information on travel pay, please visit https://www.va.gov/health-care/get-reimbursed-for-travel-pay/

If you are waiting at a VA medical facility or on a call for a scheduled appointment or video visit with a VA provider, you should expect to be seen at the time your appointment is scheduled. There are emergencies that occur from time to time at medical centers and clinics but when that happens, someone from the care team should provide you timely updates about these circumstances and how they may affect your appointment.

We apologize because it sounds like you've had experiences where we haven't done a good job communicating with you. We need to do a better job in this area and if the provider doesn't show up or needs to cancel you should be offered a new appointment as soon as possible. If we're not able to see you within MISSION Act time standards, you should be offered an opportunity to be seen by a provider in the community.

VA remains firmly committed to assisting borrowers who experience
financial hardship due, directly or indirectly, to the COVID-19 pandemic. For borrowers who have not received a COVID-related forbearance as of September 2021, servicers should approve requests from such borrowers
provided that the borrower makes the request during the National Emergency for COVID-19. VA expects that all COVID-related forbearances will end not later than September 30, 2022.
https://benefits.va.gov/homeloans/cares-act-frequently-asked-questions.asp