The VA town hall meeting held recently in North St. Louis County fetched the largest attendance yet, with veterans resolved to speak about health care issues rather than passively provide questions in writing, with staff selecting which (non-controversial) questions to answer aloud. Vets were asked not to speak specifically about their medical conditions to protect their privacy and to write questions or comments on cards provided to them.
Several administrators from the St. Louis Regional VA Office, VA medical and patient care, and Jefferson Barracks National Cemetery began the two-hour meeting by updating the audience the perceived vs. actual time it takes to get needed and follow-up medical appointments, construction progress at Jefferson Barracks, and progress on the backlog of health benefit claims and appeals processing.
“The majority of the questions and frustrations we receive are about appeals – those of you that have appeals pending,” said Mitzi Marsh, director of the St. Louis VA Regional Office. “Out of 5,600 awaiting claims that we have pending, a little under 1,500 of them are over 125 days old. We do have 36 claims that are over a year old and a handful of claims that are two years old.”
She said old claims have been prioritized, and in many instances, old claims are discovered during an appeal process. Marsh said there is progress and more work to do.
From an access standpoint, Acting Deputy Medical System Director Seth W. Barlage said in the VA St. Louis Health Care System, 97.45 percent are seen within three days; 96 percent are seen within 30 days and 94 percent of veterans are seen within 90 days of their preferred date. He added they are improving access at the North County center, where about 96 percent are seen within 30 days of their desired date.
A change in the smoking policy for inpatients at VA hospitals will clear the air for all on the hospital campuses.
For several in attendance, writing questions on yellow cards with the promise that someone would get back to them later was tantamount to placing the veterans on eternal hold during a phone call – uncertain whether anyone who could help would actually pick up.
And the veterans – many from the Vietnam Era, who risked their lives on behalf of others and deserving of benefits and health care, were not having it.
“You have prepared your format and we don’t want to hear it,” one veteran said to the applause of several. “You can always put the Band-Aid on it, but when the Band-Aid comes off, it’s still with us.”
“You pat yourselves on the back for an hour – we don’t care about statistics; we want to hear what you’re going to do for us,” one veteran said, who had issues with how a safety issue was handed when he was bedridden and hospitalized.
The VA team patiently acquiesced and allowed those with grievances and those with praise to speak.
“That’s the problem in most cases – you don’t know the process and we learn as we go and we make mistakes,” another veteran stated.
Fred Foggie, governor of the 101st Airborne Association commended the VA staff present and asked fellow veterans to be respectable while explaining their needs and concerns.
“Let’s be civil; keep it down … I’ve done over 20 years in the service and I learned one thing: be respectful to one another and you will gain a lot,” Foggie implored. “I never got anything in my life from somebody by being mean.”
If there was a consensus to be had, it would be that the system is broken, antiquated and everyone is working within those parameters – even while veteran’s claims are falling through the cracks.
Patrick Adegboyega, MD, acting chief of staff, said “I want you guys to know that we are truly doing what we can to help you and the care you get at the VA is as good – I can really tell you – better than what you get out there.”
“There” being a reference to civilian care.
“I do understand. With so many co-morbidities, with so many problems some of you have because of the issues, you are frustrated and try to take it out on the front line people who are trying to help you,” the doctor added.
With thousands of no-shows, Dr. Adegboyega asked vets to make sure they cancel medical appointments in a timely manner to open space for another vet.
Additionally, veterans were told the St. Louis Regional VA Office is moving from leased space downtown to government-owned property at 9700 Page Blvd. The move will be completed in November of this year.
VA reps staffed tables in the hallways to direct interested persons to resources and programs available for veterans, including My Healthy Vet, which allows veterans to send messages to their doctors.
