Study: VA lagged on cardio care
Staff shortages in WPB blamed for canceled appointments, delays
Nearly 1,000 veterans seeking treatment at the West Palm Beach VA Medical Center for their heart conditions faced multiple canceled appointments and delayed care, according to a report released Wednesday by the agency’s Office of Inspector General.
Investigators attributed the delays to “unexpected staff departures and challenges in recruiting cardiologists,” along with inadequate training and supervision of schedulers.
The probe examined 32,000 cardiology appointments from Oct. 1, 2014, to Feb. 26, 2016, finding that about 15 percent were canceled. That’s higher than the Department of Veterans Affairs’ national average of 11 percent.
Investigators determined that 971 veterans dealt with multiple canceled appointments, ranging from two appointments to as many as 16, according to the report.
Staff also failed to properly record wait times when rescheduling appointments, perform audits of scheduling practices and provide access to patients to the Veterans Choice program, which allows veterans to see private doctors outside the VA system, the report states. Investigators did not find evidence to
support allegations that staff intentionally manipulated wait times. They also did not uncover any “adverse clinical impact" to patients who were affected.
The cardiology department was understaffed from 2014 to 2016, with six of seven cardiologist positions filled during the 2016 budget year, according to the review. During the first four months of 2015, only five cardiologists were on staff.
The West Palm Beach VA has taken steps to correct issues identified in the probe, recruiting three additional cardiologists, agency spokeswoman Kerri Boyd said in a statement. More experienced schedulers were moved to the cardiology department, and monitoring was increased, she said.
“We are confident that the measures taken have addressed the original concerns cited in 2014/2015 and will continue to monitor our current practices to ensure our veterans receive the care they have earned and deserve,” she said.
Donna M. Katen-Bahensky, who has more than 30 years of experience in health care, took over as director of the West Palm Beach VA in February.
David Knapp, co-chair of the Palm Beach County Veterans Committee, said he has heard mixed reviews of VA services in South Florida.
Knapp, 64, a Vietnam veteran living in West Palm Beach, said he uses the VA system exclusively to treat his diabetes, post-traumatic stress disorder and other health issues. He said he has been pleased with the care he has received.
“You are going to hear good and bad," he said. “That’s unfortunately the way it goes. That VA takes care of a lot of people, and that VA was not built to handle the number of veterans that come through there.”
VA officials gave the West Palm Beach VA a two-star rating at the end of last year on a five-star scale. The VA evaluated hospitals on death rates, patient satisfaction and other quality metrics, with the highestperforming hospitals receiving a five-star rating.
Diego Echeverri, coalitions director for Concerned Veterans for America, said veterans should be able to see private doctors outside the VA system more easily.
“These canceled appointments result in delayed care for many veterans,” said Echeverri, a West Palm Beach resident. “Delayed care is bad care, especially when you are dealing with serious health issues. What we need is for veterans who earned that benefit to get that benefit, and they need to get it in a timely fashion.”
The Veterans Choice program — created in the wake of a 2014 scandal over the manipulation of wait times at VA hospitals — allows veterans facing wait times greater than 30 days or drives for care longer than 40 miles to see private doctors in their communities at the government's expense.
Last month, Congress avoided a shutdown of the Choice program in a deal that will infuse $2.1 billion to keep it going for six more months. Lawmakers then will need to determine the program’s future.
Serving more than 60,000 veterans, West Palm VA Medical Center is the 41st-largest VA hospital in the country.
The VA also has hospitals in Miami, Gainesville, Lake City, Orlando and Tampa, along with clinics and vet centers throughout the state.
sswisher@sunsentinel.com, 561-243-6634 or @SkylerSwisher