Arizona News


Review Finds Big Problems At VA Clinic In Phoenix

Click here to read the interim report

PHOENIX (AP) - Navy veteran Ken Senft turned to the Department of Veterans Affairs for medical care in 2011 after his private insurance grew too costly. It could have been a fatal mistake, he now says.

A few years ago, the 65-year-old had a lesion on his head. He went to a VA clinic near his home outside Phoenix, but he said the doctor told him it could be two years before he might get an appointment with a dermatologist.

So he paid out of pocket to see a private physician. Turns out, he had cancer.

"What if I had waited two years?" Senft said in frustration. "I might be dead."

Senft's story comes amid allegations of delayed care and misconduct at VA facilities across the nation.

A probe of operations at the Phoenix VA Health Care System found that about 1,700 veterans in need of care were "at risk of being lost or forgotten" after being kept off an official waiting list. The investigation, initially focused on the Phoenix hospital, found systemic problems in the VA's sprawling nationwide system, which provides medical care to about 6.5 million veterans annually.

The scathing report by the VA Office of Inspector General released Wednesday increased pressure on VA Secretary Eric Shinseki to resign.

The top Republican and Democrat in the House, however, weren't ready to join in those calls. House Speak John Boehner said he is reserving judgment, while Minority Leader Nancy Pelosi said she has great respect for Shinseki and firing him would reward those who misled him.

President Barack Obama found report's findings "extremely troubling," his spokesman, Jay Carney, said.

"As the president said last week, the VA must not wait for current investigations of VA operations to conclude before taking steps to improve care," Carney said in a statement.

The interim findings confirmed allegations of excessive delayed care in Phoenix, with an average 115-day wait for a first appointment for those on the waiting list. That's nearly five times longer than the Phoenix hospital system had reported to national VA administrators.

"While our work is not complete, we have substantiated that significant delays in access to care negatively impacted the quality of care at this medical facility," Richard J. Griffin, the department's acting inspector general, wrote in the 35-page report. It found that "inappropriate scheduling practices are systemic throughout" some 1,700 VA health facilities nationwide, including 150 hospitals and more than 800 clinics.

Griffin said 42 centers are now under investigation.

"What makes me angry is the fact that there are a lot of veterans who couldn't afford to do what I did, and it would have been too late for them," said Senft, who was wounded during the Vietnam War. "It's just a disappointment when you serve your country and you expect to get good medical care - and you just don't."

Several Republican lawmakers and a handful of Democrats have called for Shinseki's resignation.

Rep. Jeff Miller, R-Fla., chairman of the House Veterans Affairs Committee, and Sen. John McCain, R-Ariz., also have called for criminal probes.

"I believe that this issue has reached a level that requires the Justice Department involvement. These allegations are not just administrative problems. These are criminal problems," McCain said during a news conference.

Miller said the report confirmed that "wait time schemes and data manipulation are systemic throughout VA and are putting veterans at risk in Phoenix and across the country."

Dr. Samuel Foote, a former clinic director for the VA in Phoenix who was the first to bring the allegations to light, said the findings were no surprise.

"I knew about all of this all along," Foote told The Associated Press. "The only thing I can say is you can't celebrate the fact that vets were being denied care."

Still, Foote said it is good that the VA finally appears to be addressing long-standing problems.

"Everybody has been gaming the system for a long time," he said. "Phoenix just took it to another level. ... The magnitude of the problem nationwide is just so huge, so it's hard for most people to get a grasp on it."

Shinseki called the Inspector General's findings "reprehensible to me, to this department and to veterans." He said he was directing the Phoenix VA to immediately address each of the 1,700 veterans waiting for appointments. The hospital system's director has already been placed on leave amid the probe.

Reports that VA employees have been "cooking the books" have exploded since Foote went public with allegations that management at the VA in Phoenix had instructed staff to keep a secret waiting list to hide delayed care and that as many as 40 patients may have died while waiting for appointments.

Griffin said he's found no evidence so far that any of those deaths were caused by delays.

Lawmakers say the agency's 14-day target for seeing patients seeking appointments is unrealistic, while the Inspector General's report found it encourages employees to "game" the appointment system in order to collect performance bonuses.

The report described a process in which schedulers assigned appointments based on the next available slot, but marked it down as the patient's desired date.

"This results in a false 0-day wait time," the report said.

Thomas Lynch, of the Veterans Health Administration, an arm of the VA, said VA health care quality compares favorably with that in the private sector while also explaining that a bonus system based on meeting the 14-day goal had a negative effect.

"Our performance measures have become our goals, not tools to help us understand where we needed to invest resources," he told the House Veterans Affairs Committee late Wednesday. "We undermined the integrity of our data when we elevated our performance measures to goals."

Griffin said investigators' next steps include determining whether names of veterans awaiting care were purposely omitted from electronic waiting lists and at whose direction and whether any deaths were related to delays in care.

Investigators at some of the 42 facilities "have identified instances of manipulation of VA data that distort the legitimacy of reported waiting times," he said.

Griffin said investigators are making surprise visits, a step that could reduce "the risk of destruction of evidence, manipulation of data, and coaching staff on how to respond to our interview questions."

U.S. Justice Department officials have already been brought into cases where there is evidence of a criminal or civil violation, Griffin said.



Rep. Gosar --

"In light of the release of today's report confirming hard evidence of neglect and malfeasance within the Department of Veterans Affairs, I call on VA Secretary Eric Shinseki to immediately resign. Today, the Inspector General confirmed serious and long standing abuse with regard to data manipulation and wait time schemes within the VA healthcare system in Phoenix and throughout the country.

"The fact that 1,700 veterans were kept on unofficial records lists in order to conceal lengthy wait times and manipulate data is disgraceful, despicable and dangerous. At least 40 veterans likely died waiting for treatment at the Phoenix VA and I will not stand for this abuse and lack of care for our nation's heroes. I kept my powder dry until I had hard evidence incriminating Secretary Shinseki and others within the VA. But now it's time for heads to roll. Those employees responsible for this negligence and corruption need to be held accountable and immediately terminated without retirement."


Sen. McCain --

“I am deeply troubled by many of the findings in the interim report released today by the VA Inspector General on allegations of gross mismanagement and neglect at the Phoenix VA Health Care System (PVAHCS). The report details delays in care and manipulation of record that are ‘systemic throughout’ the VA. It finds that VA officials in Phoenix may have misreported data to headquarters to cover up wait times which averaged 115 days for initial primary care appointments. The IG reports that it has ‘received numerous allegations daily of mismanagement, inappropriate hiring decisions, sexual harassment, and bullying by mid- and senior-level managers’ – allegations which must be fully investigated and, if validated, prosecuted to the fullest extent of the law. Most disturbing may be the report’s finding that some 1,700 veterans waiting for primary care appointments were never placed on the VA’s electronic wait list. According to the IG, ‘these veterans continue to be at risk of being forgotten or lost in Phoenix HCS’s convoluted scheduling process.’ It is totally unacceptable for our veterans to be ‘forgotten or lost’ by the VA.

“The IG’s report today tells a far different story than the one I received yesterday in a letter from Secretary Shinseki responding to an inquiry I made regarding these allegations last month. In his letter, Secretary Shinseki writes that since the new Phoenix VA leadership took over in 2012, ‘they initiated consistent application of VHA’s current national standard policy and use of the Electronic Waiting List (EWL).’ It is alarming that Secretary Shinseki either wasn’t aware of these systemic problems, or wasn’t forthcoming in his communications with Congress about them. Either way, it is clear to me that new leadership is needed at the VA.

“For these reasons, I believe that now is the time for Secretary Shinseki – a career soldier, a Vietnam combat veteran and a man whose career of service I have long admired – to step down from his post. Under new leadership, the VA must get to truth of these allegations, holt to account those responsible, institute far-reaching reforms, and begin to restore the confidence of the veterans it was established to serve. It is also time for any and all credible criminal allegations uncovered by the IG to be reviewed by the Justice Department for investigation.”

Rep. Sinema --

"Based on the severity of the report today, and the fact that the VA office in Washington knew about inappropriate scheduling practices as early as April of 2010 and likely much earlier, it is time for Secretary Shinseki to resign.  His stepping down will not solve this crisis, but the fact remains that under his leadership the VA failed in the past four years to provide veterans with access to the care they deserve.

“I also support the Inspector General’s actions to include the Department of Justice and believe the DOJ should fully investigate any and all potentially criminal activity.
"The most important thing right now is that the 3,100 veterans, more than half of whom are on secret waiting lists and have waited on average 115 days for an initial appointment, receive access to care immediately. They can’t wait for the continuing investigation and resulting disciplinary action.  They need care now.
"I have called on the VA staff to contract with community partners in Arizona who are ready and willing to provide appropriate mental health and physical health services to our nation’s and our state’s veterans.  I have asked local providers to contact my office.  We’ve asked the VA to start working with these local groups and get veterans the care they need right now.
"As upsetting as this report is, the bottom line is there are over 3,100 veterans who are still waiting to get access to care, and it is our duty to get them that access to care immediately."



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